|[May 03, 2012]
Lithium Extends Social Support Leadership with New Lithium Response™
SAN FRANCISCO --(Business Wire)--
LITHIUM NETWORK CONFERENCE--Lithium
Technologies, the leader in Social Customer Experience, today
unveiled a new product that reduces the cost of handling customer issues
in social channels: Lithium Response. Lithium's latest product addition
expands the industry's most comprehensive social support solution to
encompass online self-service, peer-to-peer communities and the contact
Response, unveiled at the Lithium
Network Conference (LiNC) 2012, allows brands to handle large
volumes of support conversations on Twitter (News - Alert), Facebook and the broader
social web without scaling out massive teams of social agents.
Designed from the ground up to meet the specialized needs of customer
service teams, Lithium Response automatically identifies, categorizes,
and prioritizes posts that require follow-up and routes them to the
right set of resources, maximizing agent efficiency. Importantly,
Lithium Response gives agents the ability to easily embed suggested
content from their Lithium-powered
communities in replies to service issues, directing customers - and
anyone else watching the conversation - to where they can find answers
through low-cost online channels.
Consumers are more empowered, connected and vocal than ever before, and
social media allows them to express opinions about brands - both
negative and positive - with unprecedented reach and speed. Yet, more
than 70 percent of customer complaints expressed on Twitter go
unanswered by brands1. What's more, nearly half of consumers
say they are more likely to share negative experiences with a brand
because of social media2.
"Social media has shifted the balance of power in consumers' favor, and
to succeed in this new reality companies must meet their customers
wherever they choose to engage with the brand," said Rob Tarkoff (News - Alert),
Lithium President and Chief Executive Officer. "At the same time, brands
need a social support strategy with a scalable cost model."
"With the addition of Lithium Response we have taken another major leap
forward in helping brands build an end-to-end strategy for social
support that uses peer-to-peer communities to engage customers as
extensions of the support team, driving down the cost of service through
social channels," Tarkoff said.
Already recognized as the leader in social customer support solutions,
Lithium has been ranked in Gartner's 2012 report Critical
Capabilities for Peer-to-Peer Customer Community Software.
Key Features of the Comprehensive Lithium Social Support Solution
Resolve More Issues Through Self-Service Support - Lithium
Tribal Knowledge Base empowers customers and employees to turn the
best community conversations into published knowledge articles. New
landing pages andtemplates make this process even easier.
Turn Customers into Agents Through Peer-to-Peer Support -
Through social apps and gamification, Lithium
Communities motivate customers to resolve each other's issues
online, helping brands save millions in support costs each year. New
peer-to-peer support capabilities include better access to answers
through improved search, automated content recommendations, group
spaces for collaborating on the resolution of customer issues and
solution templates that package Lithium best practices for support
Deliver Cost Effective Social-Web Support - Lithium
Response boasts various features that help contact center agents
identify, prioritize and reply to large volumes of service issues on
social channels with links that show customers how to find answers in
Lithium Communities. Lithium also reduces the volume of inbound
support requests that hit the contact center by empowering community
members to reply to service issues on Facebook (News - Alert) and Twitter through
for Facebook™ and Lithium Twitter Integration.
Increase Contact Center Efficiency - Lithium CRM
Integration escalates the most urgent issues to the top of the queue
for rapid resolution. Lithium is teaming with visionary brands to
implement "swarming" methodologies that bring the right experts to the
table to share knowledge and resolve customer issues faster.
Deflect Calls from Mobile Users - Lithium Mobile enables
customers to find answers and share knowledge on the go. New
enhancements include an improved user experience, suggested answers
that appear before new posts are submitted, and dashboards that
provide experts with rapid access to unanswered questions.
Customer Quotes & Successes
"Our customers are so helpful we do not need a traditional customer
service center, but use our community support forums instead. This
saves us costs and overhead without sacrificing service: any question
asked on the community is answered within 90 seconds on average; our
customers rank our customer service nine out of 10 and our 73 percent
Net Promoter Score equals that of Google and is just one percentage
point shy of Apple's (News - Alert). What's more, we create a huge volume of content
with our community that drives more and more traffic to our website.
In fact, we see 30 percent of all organic traffic going straight into
our community," said Vincent Boon, Head of Community, giffgaff.
"When a Customer Support Engineer in the Cisco Technical Assistance
Center doesn't know how to resolve an issue, they use Lithium to reach
out to experts across the company who 'swarm' the problem and share
their knowledge. Once the answer is found, the conversation is turned
into a Lithium Tribal Knowledge Base (News - Alert) article for other engineers to
find, and the team of contributors is rewarded with recognition
through the Lithium Social Reputation Engine," said Cisco's Steve
Young, Senior Director of Technical Services.
Michael Maoz, Gartner Vice President and Distinguished Analyst for
Customer Strategies Research, said: "Gartner predicts that by 2014,
organizations integrating communities into customer support will
realize cost reductions ranging from 10 percent to 50 percent3.
The results from early adopters suggest that a side benefit accrues to
Marketing, as community participants are more positive and engaged
with the Brand. The strategy to achieve this is to build a customer
engagement hub that combines social, collaboration, content,
analytics, CRM integration, analytics and synchronization with the
customer service contact center."
Lithium is showcasing the new capabilities of Lithium Response during
LiNC 2012, taking place May 2-4 at the InterContinental Hotel in San
About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium
software powers amazing Social Customer Experiences for more than 300
iconic brands including AT&T,
Lithium helps companies grow brand advocacy, drive sales, reduce costs
and accelerate innovation to create a brand nation that redefines the
customer experience. For more information, visit http://www.lithium.com,
or connect with us on Twitter,
and our own brand nation - the
Lithosphere. Lithium is privately held with corporate headquarters
in Emeryville, Calif. and offices in Europe and Asia.
All trademarks and product names are the property of their respective
Study by Maritz Research and evolve24, September 2011
2 Joint "Variance
in Social Brand Experience" study by CMO Council and Lithium,
3 Gartner Predicts
2012: CRM Customer Service and Support Staggers into the Posthuman Age,
Nov. 11, 2011
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