Manage social customer engagement at scale
Lithium’s social media management tool, Lithium Social Web, helps you manage the explosion of social customer care responses without sacrificing quality.
Role-based UI give customer service agents, supervisors, managers and publishers unique functionality for each role.
Goodbye to ineffective columns and stacks. Agents work from a single, unified inbox. No guesswork or cherry-picking required.
Publish content, social pictures and video to create more dynamic interactions with customers.
View and update customer profiles, and track complete social interaction histories. Give your whole team the same insights.
Improve your agents response times and standardize replies using the built-in knowledge base integration and response templates
Automatically route conversations to the best agent based on their pre-defined skill sets. No more bottlenecks.
Turn your social team into a customer-experience team
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 notifications. Receive immediate alerts when messages, priorities, or work queues change.
Conversation Threading: Consistency counts. Lithium Social Web will always route customer replies back to the original agent before looking for another available agent.
Prioritisation: Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.
Mobile: Your team can now manage social interactions on the move or at home through Lithium Social Web’s Mobile App.
Lithium Social Web Case Studies
After 6 months of using LSW, TWC improved their social response rate by 30%. Download to see how they did it.
By using Lithium Social Web, Monogram decreased their social media response times by 93%.
Download this eBook full of Lithium Customer Success Stories and case studies.