2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.5 out of 101
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.6 out of 101

Add comparison

Likelihood to Recommend

Smarsh Connected Suite

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

I highly recommend Lithium SMM for large social customer service teams or organizations that are looking to build/grow their teams. The use of automation to route inbound posts to appropriate work queues allows us to let the system to much of the routing work for us, allowing our Representatives to focus on providing timely responses to our Customers.
Rob Hahn profile photo

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 platform works well to manage large volumes of inbound conversations with the different auto tagging and routing features.
  • The platform is very user friendly, which reduces the time required to train a Representative.
  • The analytics dashboard allows us to deep dive into many different data points. From inbound volumes, to Team/Representative performance, and command center displays, we are able to track our performance in the moment.
Rob Hahn profile photo

Cons

  • Its configuration options were very large and required a good deal of time to learn all of the various settings.
No photo available
  • Given our scale and huge number of tags, the tool can lag at times. This slows the team down.
  • All reports are manual, it would be great to have automated reporting.
  • The time to agent response statistic does not take trading hours into consideration. This makes it much harder for us to report on our service level.
No photo available

Likelihood to Renew

Smarsh Connected Suite8.1
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
We just renewed our contracted with LSW and committed to a two year agreement instead of a one year agreement. This speaks to the confidence we have in the product and the employees who create the feature enhancements. This is one of the few companies that allows engineers or management teams to speak right to the customer without going through their sales rep or company contact. The innovation that comes out of this group is nothing short of amazing. We had a special project that we needed to have completed for the SOCHI Olympics and sure enough Lithium was up for the task. They created an early warning system that is now being used throughout the company. I am extremely happy with the product and firmly believe you would be too if you gave them a chance. They truly understand multiple setups and business needs and functions
Bill Gerth profile photo

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
Hootsuite, Sprout social were two tools we had used previously - they were certainly manageable for smaller scale social media support however were largely no-frills and did not offer the level of depth in integrations and analytics that Lithium did. Workflow was also not up to scratch from an enterprise perspective.
Liam Woods profile photo

Return on Investment

  • Faster investigative work has led to increased employee efficiency when working on security investigations.
No photo available
  • Lithium Social Web has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
  • We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behaviour with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter as a result has been exponential.
  • Like many businesses we measure a lot of data, specifically focussing on NPS and how easy it was to achieve your goal. This approach is enhanced by the data that Lithium Social Web gives us as an organisation, allowing more effective quality monitoring, development and reviews to take place within the teams.
Robert Thomson profile photo

Screenshots

Pricing Details

Smarsh Connected Suite

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Smarsh Connected Suite 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