SAN FRANCISCO, March 4, 2016 /PRNewswire/ -- Lithium Technologies today announced that Lithium Social Web (LSW), its social listening and response tool, has added a series of new mobile capabilities, advanced platform integrations and new customers. This builds on a highly successful 2015 for LSW that included a 50 percent increase to the LSW customer roster.
Forward-thinking brands that understand the power of harnessing social for powerful and cost-saving customer care have been quick to embrace the features that LSW offers. Recently added brands include StubHub, Flybe, Standard Bank Group and MultiChoice.
"More and more consumers use social channels to connect with brands, and those brands that don't have the right tools and strategies in place risk falling behind the competition and losing an entire generation of customers," said Rob Tarkoff, President and CEO of Lithium Technologies. "The new products we're rolling out empower some of the world's leading brands with the technology to drive engagement across their Total Community of stakeholders. It's only going to get harder to meet customer expectations, and I can't emphasize how important it is that businesses get this right."
The platform integration includes the ability for brands to seamlessly transition conversations from public to private on Facebook and Twitter. In Twitter, agents can include a custom URL that links users directly to a DM conversation with the brand. On Facebook Business Messenger, agents can initiate private responses directly in the context of a public comment on the brand's page to enable faster resolution. Both features are integrated directly into Lithium Social Web's agent workflows. Additionally, in a further expansion of its analytics portfolio, LSW supports Twitter's new Customer Feedback capability, giving brands the ability to survey customers and extract Net Promoter ScoreSM (NPS®) data. "Studies1 show customers are using social media to shame brands into getting what they want, turnover is increasing, and it is getting more and more difficult to please customers," said Tarkoff. "Brands need to react to this, and use the right tools and strategies to keep pace with these changing consumers."
Analytics have also been improved with LSW's custom analytics dashboard now available on mobile devices. These dashboards can be configured to display insights from social channels most relevant to an individual, team or department, and empower social teams to get deep customer insights and information on issues developing in real-time. Executive teams, product teams and others beyond just the social teams in an organization can now more easily view the analytics, given that they can be accessed on the go. Displaying real-time feedback in an easily accessible dashboard ties stakeholders and customers closer together, effectively reducing response times and improving customer experience. And with the addition of mobile capabilities, teams can now access the insights needed to solve a crisis, capitalize on a trending topic, and everything in between – regardless of where they are.
"We implemented LSW to ensure we could foster deeper relationships with and identify brand champions among our growing social following," said, Mary C. Hill, Customer Service and Social Media Manager, StubHub. "Plus, we knew it was imperative to make social an important channel for us to connect with customers. With our responsive approach, our fans have learned that they can trust us on social. With the help of LSW, we now have a trusted relationship with customers on social like never-before."
Lithium Technologies is a Twitter Certified Partner, designated by Twitter to help businesses thrive on the platform. Lithium is also a Facebook Marketing Partner, vetted and approved by Facebook as a platform for businesses to get more from their marketing.
All enhancements and integrations are available immediately.
Lithium builds trusted relationships between the world's best brands and their customers, helping people get answers and share their experiences. Customers in more than 34 countries rely on Lithium to help them connect, engage, and understand their total community. With more than 100 million monthly visits over all Lithium communities and 750 million online profiles scored by Klout, Lithium has one of the largest digital footprints in the world. Using that data and the company's software, Lithium customers boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. To find out how Lithium can transform your business—and to share the experience enjoyed by 300 other leading brands around the world, visit www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is a privately held company headquartered in San Francisco.
The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.
NPS is a registered service mark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
(1) Data taken from a Harris Poll conducted online on behalf of Lithium Technologies within the United States from April 24 – May 6, 2015, among a total of 311 corporate executives at companies with revenue of $1 billion or more.
SOURCE Lithium Technologies