Engage your customers when and where they need you
Transform your customer service experience with the power of social and community
Your customers want to find answers quickly online, whether it’s through search or social media. When answers aren’t readily available, they contact your call center as a last resort or worse, they won’t engage with you at all. With Lithium's social customer service solution, you can reduce costs by creating a better customer support experience—thereby increasing customer satisfaction.
Answer customers quickly, at scale
Increase customer satisfaction and NPS by delivering exceptional customer service through peer-to-peer support, self-service and social care.
Save time and money by enabling your team to be as efficient as possible
Reduce customer support costs and increase call deflection with measurable efficiency gains by empowering your social customer care team to engage with customers at scale.
Provide more personalized service
Leverage customer data to understand the full customer journey so that you can provide a better experience for increased customer lifetime value
“Telstra has leveraged Lithium products & services to build an entire digital ecosystem that transcends incumbent boundaries of segment, device, employee and customer.”— Monty Hamilton, Director, Digital Operations
Reduce service costs and increase customer satisfaction
Holistic Customer Profile
Respond with context using the most holistic customer profile, containing information across social networks, interests, Klout influence score, tags, CRM systems and internal notes across departments.
Enlist community as the first line of defense for customer support. Drive requests through an online community and self-service knowledge base so your customers can quickly find answers
Real-time visibility enables organizations to get a pulse on their brand’s social presence at any given moment. It also surfaces trends in customer discussions and how your customer care team is servicing inquiries.
Empower your social customer care team to engage with customers at scale, maximizing agent efficiency and productivity.
Motivate customers to provide peer-to-peer support
Promote engagement and turn fans into superfans. Social customers gain status in the community as they help others with useful advice and recommendations. Learn more about gamification
Capture advice and insights from peer-to-peer conversations, and turn them into easy-to-consume knowledge articles that can be published as an online resource. Learn more about crowdsourcing knowledge
Add customer context to the data in your CRM system
Our analytics help you deliver more personalized customer experiences as well as identify top influencers, experts and customers driving conversations across social networks and your website.
Intelligent post filtering
Our product will identify implicit or explicit requests for help so teams can focus on content relevant to them.
Expand Your Listening Capabilities
Detect emerging crises, and respond to more customers with Listening integrations. Learn more about our partners
Customer service doesn't have to be challenging
The Lithium customer service solution will help your team do more for both your team and customers. Learn more about our products below.
Social Media Management
Respond across the social web at scale. Lithium Social Media Management helps brands deliver the most efficient customer service experience without sacrificing quality.
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