I’m a Social Media Manager at Lithium. This tour will give you a glimpse into the gold standard for social customer service. We’ll look at how the social response features of Lithium's Social Media Management product can help you:
Lithium has the most powerful, visually rich, and customizable social customer service analytics in the industry to help you increase the visibility of your customer and the care team throughout your organization.
Real-time analytics give supervisors immediate visibility into agent workload, response times and KPIs. Easily identify the rock stars, and those who may need more training.
Customizable dashboards with analytics alerts help supervisors balance agent workload and address emerging issues in real-time for more effective agent management.
Understand at a glance how quickly your agents are able help solve customer issues — and the volume of customers that have been helped.
Managers see the impact agents are having on customers through before-and-after sentiment conversion tracking and customer satisfaction metrics.
Keep all stakeholders on the same page with beautifully detailed, real-time visualizations that showcase performance data from both published content and social engagement.
Keep agents focused on conversations relevant to them so you can increase agent efficiency to drive down cost.
A full profile of each individual customer including automated influencer identification, engagement and prioritization for a better customer experience.
Maintain high-quality customer care even with activity increases by easily adjusting workflow through sophisticated auto-tagging based on machine learning, subject matter, sentiment, language, author information and more.
A 6-tier prioritized work queue uses customized data to ensure that the most important issues are being handled first, and prevents agents from cherry picking tasks.
Improve agent response times and standardize replies using a built-in knowledge base that combines company expertise and answers from your Lithium community.
No need to train each agent on every customer issue — agents can solicit help and provide better service by looping in subject matter experts outside the Support team.
Lithium keeps pace with the rapid evolution of social platforms. If Facebook Messenger rolls out a new change, Lithium will be right there with updated functionality.
Our software detects and supports 26 different languages, and allows agents to work from mobile devices. (You’re welcome. De nada. 别客气.)
Lithium Social Media Management handles the highest volume loads of any product in the industry. Easily manage spikes and dips, or realign agents based on need.
Seamless integration with the social publishing platform ensures your Support and Marketing teams have a complete view of the customer for an improved customer experience.
You’ve just seen how the social response features of Lithium’s Social Media Management can help you prove business value to senior management, scale to handle more customers, faster, and integrate holistically with the Lithium platform at scale.
Ready to get started?