Lithium Continues Global Expansion with Sydney Launch, bringing Social Customer Experience with Real Business ROI to Australia & New Zealand
Dedicated Australia-New Zealand operations extend company’s strong momentum in region
Sydney –June 28, 2012 – Lithium Technologies, the leader in Social Customer Experience, today announced the official opening of its Sydney office as the company continues to expand its capabilities and enjoy strong momentum across the Asia-Pacific region. The establishment of Lithium’s dedicated Australia-New Zealand operations comes as leading global brands increasingly recognise that social, mobile and cloud technologies have radically changed how they must deliver customer experiences.
With the opening of its Sydney office, Lithium is even better positioned to serve innovative brands in the region. Lithium has a proven track record across global industries, serving four out of five of the world’s largest telecommunications companies and existing customers in the region that include Indosat, Optus, Telstra and Vodafone Australia.
Lithium’s Sydney launch follows the company’s recent launch of its regional Asia-Pacific headquarters in Singapore.
“Social media has shifted the balance of power in consumers’ favor and to succeed companies must deliver a superior customer experience, meeting their customers wherever and however they choose to engage with the brand,” said Charles Hough, Lithium Senior Vice President and General Manager, APAC. “Communities invite customers, fans and superfans to become a true extension of the brand, providing valuable services to other customers and the company alike.”
“Winning brands will tear down the walls between the company and its customers to build a brand nation that delivers real, measurable business results,” Hough said.
Australians are incredibly connected, with more than 11 million Facebook users, underscoring the demands on enterprises to deliver comprehensive social customer experiences that increase engagement and brand advocacy. Findings from Australian analyst firm, Telsyte show that social networking and media applications are becoming more popular among Australian businesses, with more than 30 percent using an enterprise social media application.
With the rapidly shifting social media landscape, it is crucial that brands develop their own digital hub to provide a consistent customer experience that engages customers and fans while allowing the company to capture and harness the power of conversations taking place around the brand.
Telstra works with Lithium to power CrowdSupport®
Telstra, Australia’s leading telecommunications and information services company is working with Lithium to power its CrowdSupport® community.
Telstra Director of Digital Operations, Monty Hamilton, said: “Customers want to interact with us on their own terms and this is increasingly happening online via the web, mobile apps and social media. CrowdSupport allows our customers to help each other by actively discussing, debating and resolving Telstra related questions online.”
“Since launching in July 2011, we’ve seen more than 25,000 posts on CrowdSupport and almost half of all customers using the platform have had their query resolved first time, without needing to use an alternate customer service channel,” Hamilton said.
Real, measurable ROI
As a pioneer in enabling companies to better engage their customers, Lithium employs sophisticated technology and engagement principles to build brand nations -- thriving communities of passionate, engaged, loyal customers that drive business value because they are deeply connected to the company and are invested in its success.
The Lithium Social Customer Suite™ enables companies to meet the challenges of increasing consumer expectations and rapidly rising service costs. Along with reducing customer service costs, Lithium’s solutions allow brands to increase conversion rates by up to 25 percent, drive sales up to 2.5 times above normal spend, and accelerate innovation by crowd-sourcing ideas that bring better products to market faster.
“We see incredible opportunity across the Asia-Pacific region and Australia and New Zealand will play a crucial part in Lithium’s global growth,” said Hough.
About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 350 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create a brand nation that redefines the customer experience. For more information, visit http://www.lithium.com, or connect with us on Twitter, Facebook and our own brand nation – the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe and Asia.
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The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.