SAN FRANCISCO, July 15, 2014 /PRNewswire/ -- Lithium Technologies today announced the general availability of Lithium Social Web (LSW) Analytics as an extension to the LSW platform, which enables organizations to engage on social channels at scale. LSW Analytics is the first tool that empowers organizations to track what customers are saying about their brand and respond in real-time.
Unlike traditional social media monitoring tools, LSW focuses on engagement metrics. The real-time visibility allows organizations to know exactly what is happening on their social channels right when it happens. It also surfaces trends in customer discussions and shows how social customer care teams are servicing inquiries. For example, the dashboard gives customer care and marketing teams easy-to-interpret, actionable charts with key metrics that allow them to:
- Balance agent workload: identifying activity spikes throughout the day and addressing those spikes by rebalancing resources
- Address priority items: showing if and when high priority issues are addressed to resolve them in a timely manner
- Manage SLA performance: providing data on how fast the team is responding to customer inquiries and helping response times fall within pre-established SLAs (service level agreements)
- Track product launches: following trending topics as a result of new product launches, organizations can publish proactive communications to address issues or provide resources
- Review agent efficiency: displaying metrics on agent performance, training needs and workload evaluations
Social customer care is maturing at a rapid pace because of extreme customer expectations in today's social world. In fact, by 2017 projections indicate, 50 percent of all sales will be influenced by digital touch points¹, and today, 43 percent of Americans expect a response within an hour.² Brands must have an application to respond effectively at scale.
"Brands need to manage extreme customer expectations, but are investing in outdated solutions," said Katy Keim, Chief Marketing Officer of Lithium. "There was a huge gap in the industry for a real-time, high-volume social customer engagement tool. The LSW platform with analytics fills this gap by translating social data into meaningful feedback, so brands can make smarter decisions about staffing and improving social customer service."
"Our consumers are increasingly going to social media for customer support and we don't see that slowing down," said Philip Blum, Social Media Customer Care Manager at Time Warner Cable (TWC). "We acted on this trend early and adapted to meet these new expectations by adopting the LSW platform. Now with LSW Analytics, we get a real-time look into customer activity and an easier, quicker way to manage resources to engage with them. At TWC, our customers come first and we pride ourselves in providing the best customer service, regardless of the support channel our customers choose. We continue to see improvements in our social response rate and agent productivity thanks to LSW."
LSW Analytics is available now for all Lithium customers. For more information on the LSW Platform and Analytics, please visit: http://www.lithium.com/products-solutions/social-media-management
About Lithium Technologies
Lithium's software helps companies reinvent how they connect with their customers. Lithium works with more than 300 of the world's best brands— including Best Buy, Indosat, Sephora, Skype and Telstra — to respond on social networks and to build trusted content on a community they own. The 100% SaaS-based Lithium Social Customer Experience™ platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community. Lithium is privately held with corporate headquarters in San Francisco and offices across Europe, Asia and Australia.
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