A few weeks ago, we partnered with Twitter to announce our integration of two new features to help brands enhance customer support with cutting edge capabilities. We are excited to share that the Customer Feedback feature is available to Lithium customers today.
In case you missed our announcement, Customer Feedback is an easy-to-use survey tool, which allows brands to collect feedback in real-time. It allows brands to use two industry standard question formats: Net Promoter Score SM (NPS®) and Customer Satisfaction (CSAT) to get real-time feedback from their customers and bring a new dimension of customer data and social ROI to brands. Lithium Social Web supports this NPS format now and will support the CSAT format when Twitter releases it.
Brands have been seeking a way to easily offer customers a feedback mechanism that does not require extra steps from the customer. With this new feature, now they can do this seamlessly.
We also announced an additional feature that makes it easy for brands to help their customers move the conversation to Direct Message by using a deep link with a call-to-action button on the Tweet. This new feature allows agents to easily redirect customers to a private conversation so that private customer information can be gathered easily or escalated issues can be managed privately.
If you’re interested in learning how you can implement either of these features, we would love to hear from you.
Is your team fully harnessing social for powerful customer care? Download a complimentary copy of our latest eBook, “The Definitive Guide to Social Customer Service Success in 2016” to learn more.
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Hi @PhilB! We're excited to let you know that both features will be available to you as soon as they're rolled out on Twitter!
If you want the DM deep link functionality, just let @LeslieJ know. It's available now.
If you want the NPS or CSAT feature, please contact @ChazR or @JohnBr with the following information: customer name, contact person, email address and twitter handles. You will then receive a EchoSign doc from Twitter to sign.
Once the feature has been activated on your Twitter handle(s), you will be able to send a survey request via DM by choosing a specific close disposition. The survey data will then be available via analytics export.
The survey functionality has not yet been released so you have a bit of time to get the ball rolling.
Let me know if you have more questions!
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Every day there’s so much going on with Lithium Social Web (LSW), from product updates to customer milestones and even new agent tricks that we decided to provide a monthly snapshot. This monthly post will not only celebrate our LSW wins and milestones, but we want to hear about your experiences and tips to continue delivering innovation.
So here’s our first LSW Download edition, which recaps the major LSW news in September 2015.
Gartner's Market Guide for Social Customer Service Applications: Gartner named Lithium a “top choice” among social customer service vendors. In the report, they call out Lithium for being the only vendor to offer both community and a social customer service platform to help brands create a successful “Total Community” approach.
Real-time Alert Notification: The wait is over – LSW now has custom, real-time volume alerts. It’s time to get ahead of the issue (before it escalates)! With the new alert feature, agents will get notified when volume spikes occur to help detect customer issues much quicker. Check out our details on how you can set this new feature up in My Dashboard and Shared Dashboards.
LSW Experts on the Rise: Did you know that with LSW Experts you can eliminate inefficient workflow processes and clunky communication chains? LSW Experts allows agents to tap into expertise throughout the entire organization to get the customer the right answers and quickly. Learn why more and more organizations are leveraging LSW Experts to really be “customer obsessed” here.
Customer Spotlight: We want to congratulate Telstra 24x7 on reaching 1 million customer care responses. Now that’s a huge milestone worth cheering for. Congrats to Telstra on this amazing milestone and here’s to the next 1 million with Lithium by your side.
Tip of the Month: Dave Evans gives us an awesome tip on how agents can quickly review and close posts by creating a Smart View using the Admin panel. Check out his post Improving Workflow Efficiency with LSW Analytics for more information on this LSW tip.
What LSW questions do you have top of mind? How has your team made LSW work best for you?
Tell us what you want to hear more about in the comments section.
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What’s New in LSW: Spotlight on Live Community Page Views and Automated Sentiment Tracking
Two great new features that are generating a lot of buzz among our Lithium Social Web (LSW) customers are the live community page views by geo widget and our automated sentiment conversion reporting, both of which provide greater depth and flexibility. These work with our Shared Dashboards and Monitor Wall products, which help you provide visibility across your organization into the impact of social and what your customers are saying about you on social networks.
We provided full release details earlier this summer, but here are some highlights:
Live community page views by geo widget If you have at least one Lithium Community connected to LSW and have the Shared Dashboard or Monitor Wall product, you can add the Real-time Community Page Views widget. This widget enables you to see where page views are occurring around the world.
This can help you troubleshoot when an outage or problem occurs with products/services in a particular region. Customers typically go to the Community to look for information about the problem before tweeting/posting on Facebook or calling the call center. So, with this widget, you’ll be able to see where your community page views are coming from in real-time, helping you pinpoint the location of the problem more quickly.
To learn more, click here for details.
Sentiment Conversion tracking Being able to show how you are converting negative or neutral sentiment to positive, or if positive sentiment is tracking to negative can be crucial in understanding how conversations with customers are going and what impact social is having on customer satisfaction. LSW threads the back and forth communication with your customers into a single conversation, so we can track your customer’s sentiment journey in that conversation. Reporting on this sentiment data to your organization enables you to highlight how your team is doing at converting customers from an unhappy state to a happy one.
We’ve also added sentiment conversion to raw reports, so you can track whether a particular response in a conversation changed the sentiment of the author. With the recent introduction of automated sentiment, customers can let the system track sentiment or Agents can add the appropriate sentiment tag (positive, negative, or neutral) to the post. These sentiment tags are included in the Raw Post and Raw Conversation Export reports , which managers can export to CSV. Another useful feature is the sentiment widgets for shared dashboards and monitor walls. You can choose to show incoming posts broken down by sentiment by area, column and line charts.
To learn more about the details of these features, click here.
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