Lithium Extends Social Support Leadership with New Lithium Response™
Latest product innovation expands industry’s most comprehensive social support solution
Lithium Network Conference, SAN FRANCISCO - May 3, 2012 – Lithium Technologies, the leader in Social Customer Experience, today unveiled a new product that reduces the cost of handling customer issues in social channels: Lithium Response. Lithium’s latest product addition expands the industry’s most comprehensive social support solution to encompass online self-service, peer-to-peer communities and the contact center.
Lithium Response, unveiled at the Lithium Network Conference (LiNC) 2012, allows brands to handle large volumes of support conversations on Twitter, Facebook and the broader social web without scaling out massive teams of social agents.
Designed from the ground up to meet the specialized needs of customer service teams, Lithium Response automatically identifies, categorizes, and prioritizes posts that require follow-up and routes them to the right set of resources, maximizing agent efficiency. Importantly, Lithium Response gives agents the ability to easily embed suggested content from their Lithium-powered communities in replies to service issues, directing customers – and anyone else watching the conversation – to where they can find answers through low-cost online channels.
Consumers are more empowered, connected and vocal than ever before, and social media allows them to express opinions about brands – both negative and positive – with unprecedented reach and speed. Yet, more than 70 percent of customer complaints expressed on Twitter go unanswered by brands . What’s more, nearly half of consumers say they are more likely to share negative experiences with a brand because of social media .
“Social media has shifted the balance of power in consumers’ favor, and to succeed in this new reality companies must meet their customers wherever they choose to engage with the brand,” said Rob Tarkoff, Lithium President and Chief Executive Officer. “At the same time, brands need a social support strategy with a scalable cost model.”
“With the addition of Lithium Response we have taken another major leap forward in helping brands build an end-to-end strategy for social support that uses peer-to-peer communities to engage customers as extensions of the support team, driving down the cost of service through social channels,” Tarkoff said.
Already recognized as the leader in social customer support solutions, Lithium has been ranked in Gartner’s 2012 report Critical Capabilities for Peer-to-Peer Customer Community Software.
Key Features of the Comprehensive Lithium Social Support Solution
Customer Quotes & Successes
Lithium is showcasing the new capabilities of Lithium Response during LiNC 2012, taking place May 2-4 at the InterContinental Hotel in San Francisco.
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 300 iconic brands including AT&T, BT, Best Buy, 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 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.
 Twitter Study by Maritz Research and evolve24, September 2011
 Joint “Variance in Social Brand Experience” study by CMO Council and Lithium, December 2011
 Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age, Nov. 11, 2011
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