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Lithium Launches New Analytics Product for Measuring and Improving Social ROI

Lithium Launches New Analytics Product for Measuring and Improving Social ROI

Lithium Social Intelligence™ Provides Deep Insights into Customer Engagement across Communities and Social Networks

Lithium Network Conference, SAN FRANCISCO - April 24, 2013 - Lithium Technologies, the leader in Social Customer Experience, today unveiled Lithium Social Intelligence™ a next-generation analytics product designed to help brands measure social ROI and improve the performance of social customer programs. Lithium Social Intelligence uses a unique combination of social science, real-time performance metrics and native web analytics to give brands unprecedented insight into customer engagement across both online communities and social networks.

“Many brands struggle to measure the true business impact of social customer engagement, leading to missed opportunities and ineffective strategies that don’t move the needle for their business,” said Lithium President and Chief Executive Officer Rob Tarkoff. “Lithium Social Intelligence is the first product that gives brands the tools they need to prove the value of their social customer investments.”

Dozens of major global brands are already using Lithium Social Intelligence to gain accurate insights and achieve real business results including Autodesk, Cisco, TomTom and many others.

Autodesk Vice President Customer Service & Support said: “The mission of Autodesk's Global Customer Support and Operations team, is to help people imagine design and create a better world by providing rapid, accessible, and relevant support to a rapidly-expanding, passionate, global audience of designers, architects, engineers, and ‘makers.’ Lithium, as a Best in Class technology platform for engaging and hosting our global community, is central to this effort. Enabling and supporting thousands of community conversations every month, Lithium helps us engage key contributors inside the company and beyond it; recognize their efforts, and identify, amplify and share the trusted content that their conversations create and shape.”

Advanced Capabilities, Unmatched Insights

Lithium Social Intelligence uses a state-of-the-art big data architecture that allows brands to analyze billions of monthly social interactions, delivering results in seconds. It operates in the cloud at web scale, using advanced algorithms developed by in-house social scientists to help brands focus on the key metrics that matter.

“We mine insights for our customers from more than 10 years of historical data, and we capture new information each month from nearly 100 million active monthly users,” said Rob Tarkoff. “No one is better positioned to provide leading brands with the knowledge they need to develop effective strategies for driving real ROI through social customer engagement.”

With Lithium Social Intelligence, managers are able to drill down into detailed metrics for individual conversation threads and analyze real-time performance data for each employee who engages customers on Twitter and Facebook. Data can be delivered anywhere, anytime in a variety of formats tailored for desktops, mobile devices or command center displays.

Dozens of capabilities in Lithium Social Intelligence enable companies to prove business impact and increase social engagement. Key features include:

  • Community Health Index™ – advanced technology developed by Lithium’s in-house team of social scientists provides a unique measure of community health through a single index value –comprised of six key engagement factors and similar to a credit score.
  • Native Web Analytics – Lithium is the first provider of online communities to combine traditional web traffic metrics with community engagement metrics for deeper insight into the highest performing content and authors.
  • Benchmarking – Lithium aggregates more than 10 years of data from hundreds of Lithium Communities™ customers to help brands compare performance on key metrics.
  • Mobile Metrics – brands can measure the increase in reach and impact that comes from interacting with Lithium Communities over mobile devices.
  • Monitoring – tuned for insights that help brands determine where and how to engage, Lithium provides historical data on customer conversations across social channels.
  • Role-Based Engagement Reports – designed to maximize productivity, Lithium provides each member of a social engagement team with personalized reports on performance against SLA targets.

Lithium Social Intelligence is designed to work in combination with Lithium Communities, Lithium Mobile™ and Lithium Social Web™, and is a key part of the Lithium Social Customer Experience Platform™ --the first integrated suite for engaging customers through on-domain and public social channels.

Lithium is showcasing its latest advances and capabilities for innovative social customer experiences that deliver real, measurable business results at LiNC 2013, taking place April 23-25 at the Westin St. Francis Hotel in San Francisco.

About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 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 social communities that redefine the customer experience. For more information, visit, or connect with us on Twitter, Facebook and our own community–the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe, Asia and Australia.

The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.

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