What users are saying about

Actiance

2 Ratings
Score 7.5 out of 101

Lithium Social Media Management

43 Ratings
Score 8 out of 101

Add comparison

Likelihood to Recommend

Actiance

This appliance is well suited for organizations that have a need to monitor, moderate, or log social networking site use or the use of any website. It is a very solid tool for any information security department to have at their disposal.
No photo available

Lithium Social Media Management

LSMM is well to suited to our organisation, given our requirements. I wouldn't say the tool at this stage is not designed as a reporting tool, therefore, reports can be completed but as mentioned this is a manual process. Also, worth keeping in mind that you may not be able to integrate other systems as this did come up for us when we wanted to integrate our product listing system. However, we don't believe other tools are doing this at this stage either. This is something we have come to expect from a CRM call centre tool. Overall, we find LSMM serves all of our most important requirements
No photo available

Pros

  • Filtering capabilities for both URL and Social Media were easy to implement and manage by the security team. These features allow you to grant or deny access to various user groups as needed all the way to an individual grant or deny. It offers a vary large robust list of configuration options.
  • If you have a need for storing and later discovering Instant Messaging conversations or even messaging in social media then this is the tool to deploy. At that time when we chose this product, none of the other products were capable of meeting the feature set that Actiance offered.
  • Ease of deployment. Its abilities for integration with LDAP and Active directory give a wide set of deployment options.
No photo available
  • The tool is extremely user friendly which has been so important for us. Our community manager roles are relatively high turnover and being able to train both agents and experts quickly and easily is so beneficial.
  • Adding or removing tags is very easy and gives us the flexibility our organisation needs to constantly update what we are reporting on.
  • The expert function gives the team the ability to resolve a case in one place, making the process far more efficient.
  • Templates are really easy to add, which is again very important for an organisation of our size. Having templates that are easy to search for and add is another function driving efficiencies for us.
No photo available

Cons

  • Its configuration options were very large and required a good deal of time to learn all of the various settings.
No photo available
  • Lithium has been very responsive to our suggestions and needs. Many of the features we've asked for have been implemented via the new analytics tab. Even when we have the occasional hiccup with the system, Lithium's support team is quick to assist and provide a level of transparency that is greatly appreciated.
Philip Blum profile photo

Likelihood to Renew

Actiance8.1
Based on 2 answers
Its not often that you come across a platform that is as easy to deploy as this one was. Once deployed it is an easy configure and forget appliance, but then you wouldn't get to benefit from its many other available features.
No photo available
Lithium Social Media Management9.1
Based on 3 answers
• This is a great product. But as we dig more into the analytics capability, we may compare this to Radian6 to make sure that the product offers the same level of analysis. Although I was overall not entirely happy with the Radian6 product when I used it some time ago, one of the things that did impress, is that they have deep relationships with Twitter, to the point where their Twitter analysis capability was uniquely strong. In addition, as the overall social strategist for the company, I’m interested in a platform that would allow us to monitor processes beyond customer care, such as sales and marketing enablement. If Radian6 (post acquisition by Salesforce) can demonstrate that capability, that might make me reconsider my commitment to SocialDynamx.
No photo available

Usability

No score
No answers yet
No answers on this topic
Lithium Social Media Management8.6
Based on 2 answers
• The UI is extraordinarily well designed. Particularly in the analytics area, the charts and graphs are beautiful. Not only are they amazing visually, but they make trends and actionable data instantly apparent.
No photo available

Reliability and Availability

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
No photo available

Performance

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
No photo available

Support

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
The company executive we have been working with has provided excellent support and has been highly responsive.
No photo available

In-Person Training

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
No photo available

Implementation

No score
No answers yet
No answers on this topic
Lithium Social Media Management9.0
Based on 2 answers
I was very satisfied. It was very smooth as they know what they are asking for. The requirements gathering was smooth. It was a short cycle. Deployment just took a couple of weeks.

After doing a deployment and a release, my recommendations would have been to mine more of our tags, words that I’m looking for, i.e. to pull in a bigger vocabulary from our historical cases of searchable words and phrases. When we eventually did this, it made the system run so much better. We just sucked it out of old cases and run a report which dumps into spreadsheet
No photo available

Alternatives Considered

This was the only appliance of its kind that I have used. Other devices have different capabilities for web filtering such as the checkpoint firewalls, but none of them offered the overall solution that was deployed with this product at that time.
No photo available
Every year I ask for a demo of some leading vendors who provide customer workflows through social media. This is how I ensure Comcast is using the best console available. Lithium offers a think customer first mentality solution. It’s an effective workflow that provides seamless customer interaction. Their engineers have also been fantastic with integration into some legacy KB systems on our side as well as creating new solutions with integrating into our CRM. Since our Community forums are also powered by Lithium, they are one of the few vendors who can integrate LSW into our community.
Bill Gerth profile photo

Return on Investment

  • Faster investigative work has led to increased employee efficiency when working on security investigations.
No photo available
  • We are in pilot mode today with a limited roll-out but it has already saved us 2 FTEs. We used to have 3 FTEs monitoring social media activity and we’ve been able to reduce to 1. Right now we are only processing c. 100 social media interactions on a monthly basis, but without filtering we would have 100+/day to review.
  • A better customer experience. Customers are so astounded/ pleased/ surprised – our street cred goes up. In our market, customers venting in the support channel are not necessarily expecting a response yet, however when you do reach them, they like it. They are a little surprised that you can find out who they are, but most like to be found. Many have blogs. Every once in a while, they go dark but no one has complained about breaking privacy.
No photo available

Pricing Details

Actiance

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

Actiance More Information

Lithium Social Media Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details
Pricing is variable based on the needs of the customer.

Lithium Social Media Management More Information