Datasheet - Lithium and Salesforce.com

Lithium Community
integration with Salesforce.com
supercharge your customer engagement strategy
Customer communities represent the largest segment of most social
support strategies. When your customer service team is active within your
community, the one-to-many support it provides substantially reduces
the number of support requests to your call center. Lithium has built an
integration to Salesforce CRM and Service Cloud so agents can contribute
to, and benefit from, the knowledge exchange within your community.
the Salesforce integration to a Lithium
Community helps you:
Increase customer satisfaction:
Respond to unanswered questions
within a configurable timeframe
to deliver excellent service to your
community users.
a great service experience
Improve call center efficiency:
Empower call-center agents with
integrated customer profiles that
include community activity
Help agents answer challenging
questions with communityauthored
solutions.
Lithium’s customer communities are the most vibrant and successful
P2P communities in the world, but let’s face it—no one’s perfect. When a
question doesn’t get a peer response, we make it easy for your agents to
step in and solve the problem.
Automatic escalation: By automatically turning un-answered posts
into CRM support cases, Lithium ensures that no one falls through
the cracks. You can designate the timeframe and member roles for
automatic escalation. Posts that require an immediate response can
also be manually escalated.
Reposting: After solving the customer’s issue, agents can post
their responses from Salesforce into the community, for public or
private access. Public messages allow future customers with the
similar issues to find solutions without having to post or call your
support center.
Participate directly from Salesforce: Agents don’t have to toggle back
and forth between community conversations and Salesforce support
cases—they can access the community conversations from within
Salesforce, saving time and money.
integration features
closed-loop support
escalation filters
differentiated
service-levels
solution promotion to
knowledge base
integrated search
user synchronization
unified customer
activity view
community alerts
integrated
community analytics

Lithium Community
integration with Salesforce.com
Address high-priority users: With Lithium, you can reserve
escalations to paying customers or members within premier service
tiers. When posts are escalated, the system notifies users with
sufficient permissions, while concealing that information from users
in other service tiers, who are not eligible for post escalation.
Manual Escalation of a Post
into a CRM Case
Notification with escalation date and case ID
When the community answers a customer’s question quickly and
accurately, the customer is more likely to return the next time. Broader
adoption increases call deflection and reduces call-center spend.
empowered agents, happier customers
Integrating Salesforce with Lithium helps agents serve more customers in
less time—and makes them smarter in the process.
Gain knowledge: Even the best agents don’t have all the answers,
expert customers play a valuable role in solving novel problems.
When a challenging service request comes in, agents can search
community posts from within Salesforce to see whether the topic has
been addressed by the community. If it has, they learn and solve the
issue quickly.
Solve difficult problems: One of the toughest challenges for customer
support teams is reproducing customers’ problems to figure out how
to solve them. Bringing people to a single online community increases
the likelihood that customers will find others who have experienced
and solved the same problem.
Customer collaboration increases the likelihood of solving the
“unknown” and long-tail problems that continually challenge
service teams.
Research shows that agent
productivity increases with
access to the content in
community postings. The
reason is that the traditional
content developed for
knowledge management
databases is based on “known”
problems or customer issues
and their “known” solutions.
However, research shows that
more than 90% of customers’
issues haven’t been unearthed,
and the organization doesn’t
have answers for them.
Natalie L. Petouhoff, Ph.D.
Forrester
The ROI Of Online Customer
Service Communities

Lithium Community
integration with Salesforce.com
Deliver personalized customer service: If you can see that the
customer has just spent an hour on the community, read 10 related
discussions, and answered three of his peer’s questions in the
past, you know you are interacting with an informed consumer.
Synchronizing member profile and activity data into Salesforce
helps you treat customers as individuals and deliver more
personalized service.
Community Member
Profile information
- Email Address
- Community User Name
- Rank
- Roles
- Registration Time
- Last Visit Time
- Lithium User ID
- Is User Deleted
Community
participation metrics
- Logins
- Minutes online
- Page views
- Posts
- Messages read
- Private messages sent
- Private messages received
- Message Kudos
Save time and money with existing content: In an industry where
answering the same question over and over can burn out even the
most dedicated agents, a robust community allows agents to
respond more quickly by linking to quality content online instead of
talking it through on the phone. A robust community allows agents
to increase productivity, reduce wait times for assistance, and devote
more of their workday to engage with challenging new problems.
bringing it all together
Your customer support team can play an important role in the success
of your community while benefiting from the extensive knowledge
captured within peer-to-peer conversations. By escalating unanswered
questions to the customer care team, you create a positive loop of happy
customers, one-to-many call deflection, and return visits to your customer
community. Incorporating knowledge into the Salesforce KB and within
the Salesforce search allows agents to solve more problems and solve
them faster.
Integrating Salesforce with their Lithium Community has helped dozens
of top brands, including Autodesk, Lenovo, Western Digital, and BSkyB
improve agent productivity while increasing customer satisfaction. Our
Client Services team is here to address your questions and guide your
team through every step of the process, ensuring you have the tools you
need to provide outstanding service to your customers no matter what
channel they use.
about Lithium
Lithium helps you find your
social customers, understand
their influence, and build
lasting relationships. Lithium
is the leading provider of
social customer solutions that
deliver real business results.
The Lithium Social Support
Solution offers a comprehensive
community platform, social
response, and actionable
analytics. Our technology
is proven in high-volume,
high-growth environments
and provides security, API
extensibility, and multilanguage
support.