Social Response

Manage social response at scale

social response tool

Social customer service with efficiency, without sacrificing quality

Social Media Management is a social response tool that empowers brands to manage the explosion of social customer service inquiries without sacrificing quality.

The next dimension of social customer service is here

Private, in-the-moment customer care

Provide private and trusted customer care in real-time, regardless of channel. We've designed capabilities to help brands carry meaningful conversations with their customers in one continuous thread, so agents can easily pick up where a conversation left off.

Powerful insights in real-time

Offer your customers the best experience possible by instantly capturing their post-resolution feedback. Our integration with Twitter allows brands to analyze Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) data to bring a new dimension of customer data and social ROI to brands.

Highly customizable analytics and customer insights, available on-the-go

Our mobile applications allow teams to stay in the know and act fast by easily accessing live trends and insights.

Securely resolve support issues on social and maintain regulatory compliance

Quickly and securely verify the identity of consumers who engage on social channels. Own the data exchanged on social and securely collect personally identifiable information (PII) to maintain compliance.

One customer experience

Provide a stellar customer experience. Lithium Social Media Management is a holistic platform across marketing and social customer service that ensures one view of the customer. Learn more about Social Publishing

MoneyGram improved response time by a whopping

95%

Flybe resolved 87% of Facebook and Twitter customer service inquiries within 15 minutes or less.

87%

Key features

  • Workflow

    Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define.

  • Automation

    Posts receive language, source and content tags so messages land in the correct work queue. Gone are the days of manually assigning each post. That gets old. Really fast.

  • Notification & alerts

    Set up email and mobile alerts for spikes in activity so you can adjust staffing and priorities on-the-fly.

  • Languages

    Business is global. So is social. Lithium Social Media Management provides out-of-the-box detection for more than 25 languages. Plus, agents can customize their preferred UI display language.

  • Conversation threading

    Consistency counts. Lithium Social Media Management will always route customer replies back to the original agent unless they're offline.

  • Prioritization

    Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.

  • Security

    With Lithium Secure Verification and Messaging, brands authenticate the identity of consumers who engage with support social channels and own the data exchanged during these conversations to maintain compliance.

Take a quick tour

Get a taste for what it's like using the Social Response feature of Lithium Social Media Management in the real world. See workflows & features in action.
Take a quick tour
social response tool

What customers are saying about Lithium

 

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