• March 4, 2016

Lithium Adds to Lithium Social Web

Lithium Technologies has added mobile capabilities and advanced platform integrations to its Lithium Social Web (LSW), a social listening and response tool.

"More and more consumers use social channels to connect with brands, and those brands that don't have the right tools and strategies in place risk falling behind the competition and losing an entire generation of customers," said Rob Tarkoff, president and CEO of Lithium Technologies, in a statement. "The new products we're rolling out empower some of the world's leading brands with the technology to drive engagement across their total community of stakeholders. It's only going to get harder to meet customer expectations, and I can't emphasize how important it is that businesses get this right."

The platform integration enables companies to transition conversations from public to private on Facebook and Twitter. In Twitter, agents can include custom URLs that link users directly to direct message conversations. On Facebook Business Messenger, agents can initiate private responses directly in the context of public comments on brand pages. Both features are integrated directly into Lithium Social Web's agent workflows.

Additionally, in a further expansion of its analytics portfolio, LSW supports Twitter's new Customer Feedback capability, enabling companies to survey customers and extract Net Promoter Score data.

"Studies show customers are using social media to shame brands into getting what they want, turnover is increasing, and it is getting more and more difficult to please customers," Tarkoff said. "Brands need to react to this, and use the right tools and strategies to keep pace with these changing consumers."

Analytics have also been improved with LSW's custom analytics dashboard now available on mobile devices. These dashboards can be configured to display insights from social channels most relevant to individuals, teams, or departments, and empower social teams to get deep customer insights and information on issues developing in real time. Executive teams, product teams and others beyond just the social teams can now  view the analytics on the go.

Lithium Technologies is a Twitter Certified Partner and Facebook Marketing Partner.

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