getting serious about social
Social needs to be part of your everyday processes and business systems. Engaging proactively in social conversations creates service experiences that get noticed and strengthen the brand. By integrating community activity into your CRM system, you bring Service and Sales teams closer to the customer.
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:
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.
which solution is right for you?
We’ve been in the social software business for over 11 years, and we have the know-how to help you create a successful social strategy. We’ve helped hundreds of iconic brands implement online communities and social media engagement programs that lower support costs and increase sales.
Feel free to get in touch with us directly. It's hassle and pressure-free.
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- (510) 653 - 6800
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