Powerful metrics, high efficiency and enterprise-level scalability: Why Lithium beats Sparkcentral for social media customer service
Lithium’s platform for social customer service is purpose built for the largest care teams, enabling smart coordination between marketing and care for a better customer experience, and better business results.
Here’s how Lithium can help you:
Metrics should be the most critical aspect of your care strategy. Smart analytics allow you to surface the value of social care to your management team, and give them visibility into your customers’ concerns and preferences. Analytics also help you understand your team’s efficiency, measured against past performance and alongside other care teams.
Lithium offers superior analytics:
What happens when there’s a major event causing a spike in social activity? Are you able to focus your team on the high-priority posts? Are you able to adjust workflow on-the-fly so customer care SLAs are not disrupted?
Lithium enables superior efficiency:
Whether it’s keeping on top of the latest social innovations or expanding your team globally, you need a mature, enterprise-class tool that is ready to scale to your needs.
Lithium offers best-in-class social customer service technology:
HP realized a 37% year-over-year reduction in first response time, supporting a large volume of diverse customers, 24/7.
If your customer service and marketing teams are using different social technologies, then you have two disconnected views of the customer and a fragmented brand voice. Marketers should be alerted of widespread service issues that would negatively impact a campaign, and customer service should be able to prepare for planned volume spikes.
Lithium offers social technology for care and marketing with:
Social customer service shouldn’t start and end on your Facebook and Twitter page. Your customers want to find answers quickly online, not only on social media but through search as well. Driving requests through an online community and self-service knowledge base helps your customers quickly find answers so that they don’t need to contact your call center in the first place.
Lithium’s Customer Support Solution helps you with:
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