escalate issues into support cases

Un-answered questions produce frustrated customers. That’s why it’s important to get support agents answering questions your community can’t. If a reply isn’t provided by peers, the post gets escalated into a support case where agents are standing by.

Lithium provides automatic and manual triggers to send community requests to your in-house team. More answered questions encourage greater use of the community—where most questions get answered by un-paid volunteers.

Lithium provides three ways to connect your community to your customer service team:

a dedicated platform for social customer service

a pre-built integration with Salesforce.com

a suite of REST APIs for integrating with any CRM

keep content accurate and current

Bring member data into CRM contact records to provide a direct view into a customer’s relationship with your products and the brand. The personal yet brand-specific nature of member data helps sales representatives align their offers to customer needs.

You can use community demographic and behavioral data to target marketing campaigns more effectively. And when it’s time to serve customers over the phone, know exactly what they’ve read and said in your online community.