datasheet: Lithium social support

Lithium Social Support
reduce service costs and increase
customer satisfaction
Your customers want fast access to answers online, whether it’s through
search or social media. When answers aren’t available, they make costly
calls to your contact center or post their frustration on social networks
for their friends and followers to see.
So how do you generate answers on your website and respond to issues
on Twitter and Facebook at scale? Lithium has the solution:
1. Drive requests through an online community and self-service
knowledge base
2. Equip agents to respond efficiently on social channels while
building awareness of your online resources
3. Tie your social support into your CRM system
4. Turn the resulting knowledge into valuable business assets for
customers and employees alike.
Lithium’s Social Support solution is built from the ground up to engage
and enlist social customers, giving you the power to deliver great
customer service at a fraction of the cost.
enlist customers to provide peer-to-peer support
Lithium’s online communities help customers get answers when they
come to your website or search online. We specialize in motivating
customers to answer each other’s questions, making peer-to-peer the
most affordable way to satisfy customer inquiries. Quality indicators like
kudos and accepted solutions are given bonus points in both our search
results and gamification rewards.
Gamification is at the core of Lithium’s architecture. The Lithium Social
Reputation Engine uses applied behavioral science to help you find and
motivate superfans – those social customers who create up to 1,000
posts per month.
demonstrated ROI
According to Accenture
research, it costs between $6
and $75 to resolve customer
issues over the phone, but as
little as $.10 to help customers
find the same answers online 1 .
Lithium Social Support
customers have used peer-topeer
online communities to
achieve dramatic cost savings:
29% of BSkyB customers fully
resolve their issues with the
help of community.
Lenovo’s community launch
drove support calls down 20%.
The community has produced
13,000 Accepted Solutions which
are viewed on average 60x each.
Autodesk’s community
deflected over $6 million in
support calls in one year.

Lithium Social Support
reduce service costs and increase
customer satisfaction
Website integration:
We believe that a customer
community should be
infused through your website
and at the center of your
social strategy. You can
incorporate support forums,
expert blogs, product Q&A,
and ideas boards directly
into your site, with design
capabilities that allow you to
perfectly match your brand’s
existing aesthetic. When you
host the conversation, you
reap the benefits, including SEO, brand control, personalization, and
sales conversion.
Analytics and Reporting: Lithium Social Intelligence ensures you have
the data and insights you need to measure and improve community
performance. Through a unique combination of social science, real-time
performance metrics, and web analytics, we help you drive smarter
engagement and higher ROI. We also provide benchmarking data from
12 years of customer history and billions of social interactions
captured each month so you can see how you stack up and where you
need to improve.
respond across the social web at scale
Lithium Social Web equips
customer care agents
to respond directly on
Twitter, Facebook, Lithium
Communities, and other
social channels – at scale.
Message triage: We filter,
prioritize, and route posts
in a matter of seconds to
maximize agent efficiency.
Support teams: When an agent claims a message from the shared
workgroup queue, the tweet or post is immediately locked and removed
from the queue to eliminate duplicate answers and wasted effort.
Discussion threads: When a customer responds, their reply goes directly
to the originating agent creating a cohesive threaded conversation.
Community links: Agents can easily link auto-suggested content into
their tweets or Facebook posts. Linking to existing answers drives
awareness and usage of your community.
demonstrated ROI
Best Buy posted an article that
generated 300,000 views in two
weeks. “The community almost
paid for itself with that one post”
TomTom’s community handled
20,000 support incidents
generating $150,000 in value
within its first two weeks.
Linksys no longer staffs-up
for the holidays because the
community handles any spikes
in demand.
Giffgaff support is handled
almost entirely on community
with an NPS on par with Google
and Apple.

Lithium Social Support
reduce service costs and increase
customer satisfaction
Supervisor metrics: Real-time SLA-driven metrics help measure and
manage agent performance. Get messages per channel, responses per
hour, closed per hour, average time to response, and more.
Twitter – Lithium connects your fans to relevant product conversations
happening across Twitter, and equips them to respond. Lithium’s Twitter
integration filters tweets into the community, allowing responses to be
crowd-sourced and maintaining your community as the hub of social
conversations about your products. Community members reply with
their own Twitter handle or with a brand handle for superfans. When a
tweet merits further conversation, converting it to a forum post invites
the author to continue the conversation on your site.
Facebook – If you’re like most
companies, over 90% of customer
requests on your Facebook pages
are going unanswered, and that’s
a serious problem. Lithium’s
LevelUp for Facebook application
puts you back in the driver’s seat,
distributing shared Q&A boards
between your website’s forums
and your brand’s Facebook
pages. This means that Facebook
fans get their questions answered by community superfans, and both
parties use their preferred channel.
YouTube – How-to videos on YouTube are increasingly popular and useful
when it comes to support. Community members can share links to their
favorite videos, while authorized members can embed YouTube videos
directly in their posts.
integrate with CRM systems
Integrating community with
Salesforce brings your company
closer to the customer.
Questions get answered, agents
get smarter and customers get
personalized interactions.
Lithium’s Salesforce
integration provides agents
direct access to all community
content from the federated search within Salesforce. The best
community answers and articles can be turned into official solutions
within the Salesforce knowledge base. Research shows that agents can
answer product related questions 20% faster when using community
content as a knowledge resource.
award winning
Lithium’s Community Platform
has the highest rating from
leading analyst firms for
peer-to-peer customer
engagement. But even more
important are the many
awards our customers win.
Gartner CRM Excellence Award
winner for Customer Service
Institute of Customer Service,
Best use of Social media
Forrester Groundswell
Award Winners

Lithium Social Support
reduce service costs and increase
customer satisfaction
At Autodesk, 53% of
surveyed customers
successfully resolved
their support issue
in the customer
community.
Lithium Technologies, Inc.
© 2013 Lithium Technologies, Inc. All Rights Reserved.
The Salesforce integration also
escalates unanswered posts into
agent work queues. By playing
back-up to your community
members, agents can satisfy
customers, deflect similar calls,
and maximize return visits to the
community. Lithium provides the
most complete Salesforce integration on the market. You control the
volume by configuring who, what, and when posts get escalated. We
close the loop with two-way notifications and agent responses posted
directly to the community.
put knowledge at the center
Better use of knowledge can
deliver dramatic results.
The Consortium for Service
Innovation found that
knowledge centered support
can improve call deflection
20% by increasing the
effectiveness of self-serve; and
agents can become proficient
70% faster by putting the
knowledge of others at their
fingertips. The challenge is in
capturing the knowledge and
sharing it across channels.
Lithium Tribal Knowledge helps you capture the advice and insights
from peer-to-peer conversations and turn them into valuable business
assets. Our simple drag-and-drop authoring process turns community
discussions into complete, well organized, knowledge articles and
ensures everyone receives proper recognition for their contributions.
Thousands of peer-generated, search-optimized, articles will keep your
self-service and customer service knowledge bases up to date.
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.