find the social conversations
Customers love the real-time nature of social media and expect real-time responses from the brand. Lithium Social Web applies sophisticated analytics to pre-process conversations so that you respond faster. We identify and prioritize messages before automatically routing them to the appropriate team.
The result? 50% faster time-to-response when compared to other leading engagement platforms.
accurately identify messages that need a response
We filter posts from full direct access to the Twitter fire-hose, and virtually any other social channel, to populate agent work queues within 30-90 seconds of posting. But among the millions of conversations about your products, not all require a response, so we filter based on a custom algorithm before routing them to the relevant team or agent. Over time as posts get re-prioritized or re-assigned our system gets smarter and the accuracy improves.
How do you route an angry tirade from a social mogul to your agent with the highest C-SAT rating? Lithium’s intelligent routing. Keyword matching, product workgroups, agent skills... can all be used in intelligent routing. Messages get delivered to agents in prioritized queues that are "capped" at 20 conversations to prevent cherry-picking and other ways of gaming the system.
work on what matters most, first
When agents spend time reading through posts trying to decide where and when to reply—time is being wasted. Multiply those decisions by a thousand posts a day and you are flushing money away.
We prioritize posts based on the urgency expressed, critical terms, information pulled from your CRM system and the author’s social status. An SLA-based due date is assigned to each post to track the performance of your teams on an hourly, daily, or weekly basis.
categorize posts to better manage and measure
How do you define a post—by product group? by sentiment? by language? We automatically categorize each message for all of the above, based on rules you define. Agents can pull categories in to match their skills or screen categories out to temporarily ignore topic spikes. Also nice—category tags are included in reports and exports to help you analyze and understand the conversation landscape.