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.

Role-based screens give agents, supervisors and managers unique functionality for each role.

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.

Advanced workflows for social conversations: respond, split, de-dupe, merge, escalate,
re-assign or release conversations.

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.

whitepaper: support forums—the core of social customer care

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.

find out more: Lithium social web analytics

Advanced visualization tools show what's important, what's open, and which team needs help.