Lithium Enhances Social Customer Experience Platform

Lithium Technologies, a maker of social media marketing and community software, has added deep performance metrics and analytics to its Social Customer Experience Platform through the launch of Lithium Social Intelligence.

The cloud-based solution, released during the Lithium Network Conference (LiNC) 2013 in San Francisco this week, allows brands to access and measure employee and customer interactions within on-domain communities and social sites like Facebook and Twitter in real time, as well as draw on historical data. The product is integrated with Lithium Social Web, Lithium Communities, and Lithium Mobile as a core component of the Lithium Social Customer Experience Platform.

"We want to create this massive network of conversational data across these brands," Rob Tarkoff, president and CEO of Lithium, comments to CRM on a call. "The big innovation we've been doing around it on the analytics side is in stealth mode. We started a project last year starting to use natural language processing to do predictive analytics based on that conversational data."

As a result, companies and customer support agents, for example, can begin to proactively "troubleshoot" issues identified on the social Web or in-community through semantic analysis of that data. Using Lithium, "you, as a company, can drill in and try to figure out 'What do I want to surface more?' or 'What do I want to focus on?' in real time," Tarkoff says.

Lithium, which now counts 90 million active monthly unique users driving 5 million conversations per month for 400 brands using its platform, according to Tarkoff, is looking to enable what he identifies as "social response and listening from the Web through to peer-to-peer through to insight [from content remarketing or publishing] that drives insight on your business."

The company has remained steady on the partnership front, announcing at LiNC a link-up to the SAP PartnerEdge program, adding Lithium social community support and user-generated functionalities to SAP-powered shopping carts and catalogs, as well as integration to the SAP CRM application. Lithium recently teamed up with contact center and workforce optimization solutions provider Aspect Software to extend the Lithium Social Web product to Aspect desktop users through Aspect Social.

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