deliver fantastic service
over social channels
Lithium Social Web equips customer service teams responding to millions of messages across social channels including Twitter, Facebook, blogs, and communities. Designed from the ground up for social customer service, Lithium Social Web identifies and prioritizes posts, routing them to the appropriate queue where agents respond from a single, streamlined interface.
purpose-built for social customer service
Designed to scale for high-volume social interactions, the agent interface pulls together everything you need to manage customer conversations. Once a post is prioritized and matched to the appropriate workgroup, your agents can manage and respond to all social media sources from one centralized queue.
actively manage social conversations
The millions of tweets and posts out there aren’t just announcements, they are conversations and should be treated as such. When agents claim a tweet or post, we immediately lock the conversation and remove it from other queues. When customers reply, their message automatically routes to the appropriate person—popping to the top of the queue. Our threaded conversations improve the quality and pace of the discussion.
respond to community posts like any other social channel
Respond to unanswered questions from your community directly within the agent interface. Community posts get triaged, prioritized, and routed along with requests from other social channels. By covering only those questions unanswered by peers, you ensure customers get answers and keep coming back.
build awareness of your online community
Teach customers to find answers from their peers by embedding community links within agent responses. Auto-suggested content and integrated search makes it easy for agents to find existing answers and relevant articles. A quick click embeds the link and introduces another customer to your community.
monitor, measure and manage performance
As a Supervisor, you are responsible for the performance of your team. We provide the dashboard, metrics, and bulk-action capabilities a supervisor needs to keep things running smoothly. Supervisor dashboards track agent-level metrics like C-Sat, resolution times, and incidents handled—plus group level metrics like flush rate, queue backlog, and NPS.