With a successful LiNC behind us, we’re kicking off our Summer right. We have a great new product – Lithium Reach – that we’re so excited to show the world and Lithium Response (formerly known as LSW) is not slowing down!
In case you need a refresher – no worries, there have been a lot of updates – below is a recap of all the latest and greatest from our Lithium Response and Reach teams in June 2016.
Lithium Reach & Response Download (June 2016)
Introducing… Lithium Reach: At LiNC, we were so excited to launch a new social marketing tool that we’ve been working on over the last year in partnership with 15 leading brands from different vertical markets and geographies. Brands that adopt Lithium Reach will benefit from the tool’s data driven recommendations, simplicity at scale and - combined with Lithium Response - one platform to manage all social engagement across marketing and customer care. Check out the full details here.
Lithium Social Web is now Lithium Response: At LiNC, we also changed the name of LSW to Lithium Response to describe what the product actually does – it allows brands to respond to customers. We also wanted it to better align with our other two flagship products, Lithium Community and Lithium Reach. Visit our community for the full recap.
8 Social Customer Service Fails You Can’t Afford to Make: From celebrities to global brands and even politicians – no one is exempt from a social media disaster. And the most common mistakes come from really bad social customer service. Learn the key strategies you need to know to prevent your team from making these same mistakes! Read the whitepaper here.
The Social Marketing Paradox: Read The Social Marketing Paradox here by Nate Elliott, a member of Lithium’s Board of Advisors, to learn the three key attributes social relationship tools must deliver before brands will be able to fully leverage the promise of social marketing.
Tips and Tricks
Building Advocates with the Lithium Platform: Read Dave Evans’ latest blog on why brands need to accept and embrace that when advocates talk about you, and when your own customers share their experiences with others, you win. The blog can be found here.
Customer Spotlight: TELUS
Our 2016 Lithy Winner in Excellence in Customer Satisfaction - TELUS: TELUS was recognized for achieving significant increase in customer engagement, loyalty and lifetime value. TELUS generated a 90% net recommend score on their community, and using Lithium Response was able to respond to 80% of Twitter conversations in 35 minutes or less. Read the full Lithy entry here.
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"What's in a name? That which we call a rose
By any other name would smell as sweet." – Romeo and Juliet (William Shakespeare)
There’s lots of great news coming out of LiNC today! And if you attended our mainstage keynote, you would have heard that we changed the name of Lithium Social Web to Lithium Response.
I’m sure you’re curious about why we decided to change the name. We simply wanted to make the name Lithium Response describe what the product actually does – allows brands to respond to customers. We also wanted it to better align with our other two flagship products, Lithium Community and Lithium Reach. Lithium Reach is our new social marketing tool that helps brands drive higher engagement from their social efforts.
Don’t worry . Lithium Response is still the same great platform you’ve come to love, and we are continuing to build out its feature set based on industry shifts and requests from you. It allows for agents to respond to customers quickly and efficiently and it still has the same industry-leading analytics, services and support to make your team effective. And with the introduction of Reach you can manage, and measure, the customer experience end-to-end.
It still comes with the same great products: Shared Dashboard, Monitor Wall, Experts and the Mobile App.
To help engage your organization, the Lithium Monitor Wall provides real-time visibility and an early warning system for what’s happening in your community and social channels that is tied to business objectives. Shared Dashboards let you monitor key metrics and drill down for more data to take action. These tools help you democratize data and show your company your social and community activity as it happens. It also lets them see for themselves what your customers are discussing about the brand, which makes the customer more real to your internal people. With the introduction of Mobile Analytics, anyone can see dashboards on-the-fly.
Many of our customers using Lithium Response to manage community conversations are getting great value by reducing conversations with no responses to zero and doubling accepted solution rates in the community. While the majority of the time using your front-line community managers will be able to respond to customers, there are times (new product launches, updates, version releases, etc.) where you need internal experts to respond. Lithium Experts identifies your internal experts and texts them when there is a question they need to answer. This allows agents to provide answers much faster, and Lithium Mobile App allows you to access Lithium Social Web on mobile, so you can have location-agnostic access to community data and activity.
Stay tuned for more details as we bring new Lithium Response features and capabilities to market throughout the year!!!
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It’s not an April Fool’s joke. We’re in May already. Can you believe it? And for us at Lithium, that means only one thing, we’re heads down gearing up for LiNC ’16 – the industry’s primer conference on the digital customer experience.
Specifically, the LSW team is getting ready for some big new announcements, feature updates and working hard to deliver a great show for anyone and everyone who touches social – both social marketing and social customer service. If you fall in that category, you will not regret attending LiNC!
While you ready yourself for LiNC, here’s a quick recap on all the things you need to know in April 2016.
LSW Download: April 2016 Edition
Your social strategy has gaps… Close them now! (webcast): Did you catch our latest webcast on social media marketing? We covered a lot of ground with Nate Elliott discussing the Social Marketing Paradox, Katy Keim (@KatyK) giving us a sneak-peak of Lithium Reach and we heard from one of our BETA customers: Darren Jones of Post Office UK. Be sure to watch the Lithium community for the playback details.
Product News: We’re making it much easier to customize your Shared Dashboard and Monitor Wall widgets with the recent release of ability to enable multi-color schemes. When enabled the widgets with multiple data points use specific colors for each value, making it much easier to read and interpret quickly. Plus, we added volume tags, trending tags and response meeting TAR SLA widgets to Mobile Analytics. Check out the full Product Notes here.
Customer Spotlight: The Post Office UK #LoveSundays campaign was a real-time marketing campaign to celebrate everything great about Sundays and LSW was front and center to help the team monitor and respond to fans on social media. Read the full success story to find out how Post Office UK received more than 2 million impressions on Twitter and an increase of 866% in the branch finder page view.
Tips and Tricks: Read Dave Evan’s latest blog, “Make 2016 Your Year of Social Business” and learn the importance of building direct relationships with customers for “better experiences, and better business results.”
To Boldly Go…to LiNC’16! Do you know the LiNC ‘16 theme? Find out all about it in this video and be sure to register for LiNC ’16 in San Francisco June 8-10. It’s an event not to miss!
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Spring is in the air… And that only means one thing for us here at Lithium - it’s LiNC time! The LSW team is heads down getting ready for another great show with new product features, announcements, customers and much more. But before we get too ahead of ourselves, we want to give you a recap from the month of March.
We hope our monthly recaps continue to keep you up-to-date with all things LSW.
Here’s what you need to know from March 2016.
LSW Download: March 2016 Edition
The State of Social Engagement 2016: Did you know that only 2% of brands consistently respond to their customers’ social posts? This stat comes from a study Lithium commissioned to find out if brands are actually using social to effectively engage with their customers. The results are that everyone is using social, but most brands are using it poorly. The study is an in-depth analysis of 85 global brands across 8 industries. Read the full report here to find out how you stack up against your competitors and industry.
Customer Spotlight: We sat down with Mary C. Hill, Customer Service and Social Media Manager at StubHub, to learn more about the secret to StubHub’s customer service success and why LSW works best for her team to manage the thousands of fan inquiries on social. Read the Q&A: StubHub Rocks Social Customer Service with LSW
Tips and Tricks: Read a few tips and insights from our customers - Symantec and HP – on how to succeed with social care. Symantec’s Tim Lopez and HP’s Kriti Kapoor Share Their Winning Tips on Social Support
Article: Destination CRM published details of the LSW product updates.
Lithy Awards Deadline Extended to April 27: Have you submitted your Lithy yet? Don’t fret. We’re pleased to announce that the Lithy Awards deadline has been extended to Wednesday, April 27. For our LSW customers, check out the Support Savings MVP and Excellence in Customer Satisfaction categories. Submit now!
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We’re so excited to have announced three game-changing new features for the social customer service industry. LSW and the social care industry has been all the rage lately. Everything from our new industry-first features to Apple launching Twitter support – social care is top of mind for everyone who touches the customer experience.
And – it’s no surprise – that LSW is front and center.
In case you missed all the buzz, we’ve put all the latest in our monthly recap.
Here’s what you need to know from February 2016:
New LSW Product Features: In the last few weeks, we’re so proud to bring three new LSW features to help our customers take their social customer service to the next level.
Mobile Analytics: The business of social requires customer service teams to have quick visibility in order to be agile, identify trends early, and ultimately deliver the best customer experience possible. Our latest release allows brands to do just that with an updated user experience and important analytics accessible on-the-go on Android and iPhone devices. Read more here.
Seamless Public to Private Conversations on Twitter & Facebook: Brands are now able to transition customer Twitter conversations from public to private seamlessly on LSW, making it easier for brands to take conversations offline to gather more information or diffuse a situation more privately. Plus, we were the first social platform to integrate with Facebook’s Business Messenger to allow social care agents to initiate a private response directly and privately with a customer. Read more here.
Customer Feedback in Real-Time: LSW also now supports Twitter’s new Customer Feedback capability, giving brands the ability to initiate a survey to customers’ in-channel and extract Net Promoter Score (NPS®) or Customer Satisfaction (CSAT) data. Read more here.
LSW Sees Significant Growth: In 2015, we’ve welcomed so many great brands from all around the world to the LSW family, such as: StubHub, Flybe, Standard Bank Group and MultiChoice. And we’re so excited to see that our LSW customer roster has grown 50% percent in the last year with more to come in 2016!
Op-ed: Tim Lopez of Symantec gives us his point-of-view on the news that Apple now has a Twitter support handle in an article: Welcome @AppleSupport. Seriously. In his post, he says “I prefer Lithium and their Lithium Social Web solution. It gives us everything we need to do effective Social Customer Care.” Thanks for the shout-out, Tim!
Customer Spotlight: We sat down with Kriti Kapoor, Global Director, Social Customer Care at HP Inc., for a video Q&A to gain insights into how they manage their digital platforms and what they are learning as they mature their social customer care model. Watch the video here.
Here's why customer service will never be the same: Business Insider includes 7 ways to help your business deliver the best service possible whether you have a dedicated social team or equip your traditional team to manage social care.
The 2016 Lithy Awards Are Open! Submit Your Entries by April 4th: The 2016 Lithium Digital Customer Excellence Awards, also known as the Lithys, are now accepting submissions. Submit here to be honored with other top organizations that are transforming the way they connect with customers.
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