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Contact Lithium
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- Client Feedback
Our forums have become an invaluable support channel for us, the tight integration of our Lithium community and RightNow CRM system makes for a much better overall experience for our customers.
- Jennifer Crawford
Director, Customer Service
Contact Customer Success:
- Email us with your case description and contact information
- Log in to our Online Case Portal and report or update your case
- During business hours, contact our Customer Success Hotline at (510) 318-6600
- If your issue relates to a production outage or security breach, please contact the 24x7 hotline number provided to you by your CSM
Business Hours:
Our business hours are Mon.-Fri., 6:00 AM to 6:00 PM (PST), exclusive of the following holidays:
- New Year's Day
- Day after New Year's
- President's Day
- Memorial Day
- Independence Day (observed)
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day
Lithium's Customer Success Program is a critical component for harnessing the power of your customer community. Successful communities require careful goal-setting, business planning, active community management, and ongoing applications of best practices, as well as great products and support. The Lithium Customer Success Program was designed to provide an "expert concierge" to our customers in recognition of these comprehensive needs, based on our longstanding track record of successfully managing online customer communities.
The Customer Success Managers' responsibilities include success criteria establishment, community launch, configuration, ongoing monitoring of success metrics, usability improvements, technical support, standard community management, regular community success checkpoints, as well as the delivery of any customization requirements. In addition, our Customer Success Managers consult with our network of subject-matter experts to make sure your community goals are achieved.
Program Descriptions
Lithium offers two programs for Customer Success.
Standard Customer Success Program
Our Standard Customer Success Program is offered as a part of every subscription - this includes the following methods for contacting a Customer Success Manager:
- Email Support for Cases
- 24x7 online access to our Customer Case Portal
- 12/5 live phone support via our Customer Success Hotline (excluding holidays)
Premium Customer Success Program
As a customer of our Premium Customer Success Program, you will have a designated Customer Success Manager (CSM), who will act as your trusted advisor for all of your community needs. Our CSMs serve as not only your experts for all things Lithium-related; they also have access to a network of industry-leading experts for customer community management best practices. Your designated CSM will find the right resource for you to ensure you are successful with your community initiatives.
In addition to all the benefits of the Standard Customer Success Program offerings, the Premium Customer Success Program integrates the following services to further monitor, assess, and act upon your community's wellbeing.
- Lifecycle Benchmark Service provided by Lithium Client Services
- Quarterly Success Checkpoints provided by your designated CSM
To find the Lithium Customer Success program the best suits your business and community needs, please contact your Lithium account executive.
