TrustRadius Top Rated Social Media Management Badge for Enterprise 2015

Lithium Social Web

Social Media Management Software

Software Profile & Review Summary

Lithium Social Web is a social media management solution focused on customer care. The company also offers social community software, which can integrate with the social media management tool.

There are only three reviews of Lithium Social Web on TrustRadius. However, based on those three reviews, it appears that all of the tool’s users are enterprise companies with more than 500 employees. Industries include telecommunications, technology, and media.

Some of Lithium Social Web’s customers include Comcast, Time Warner Cable, and Best Buy.

*Vendor provided
Best used for: Social customer care
Not as strong for: Marketing
Most often compared to: Radian6
Customer focus: Enterprises
Channels covered*: Twitter, Facebook, Google+, Instragram; Additional channels coming Spring 2015 through Social Listening API

Lithium Social Web Customer Distribution

Lithium Social Web Customer Distribution Pie Chart Source: (3) User reviews of Lithium Social Web on TrustRadius

Aggregate User Ratings of Lithium Social Web on TrustRadius

Source: (3) User reviews of Lithium Social Web on TrustRadius
Rating Attribute Lithium Social Web # of Reviewers Contributing to Rating Average SMMS Category Average
Likelihood to recommend 9.3 3 8.0
Likelihood to renew 9.7 3 7.6
Product usability 9 2 7.9
Product availability 9.5 2 9.2
Product performance 9.5 2 8.3
Support 9.5 2 8.5
In-person training 9.5 2 8.8
Online training N/A N/A 7.9
Implementation satisfaction 9.5 2 8.1
Analytics & Insight N/A N/A 8.3
Data Collection N/A N/A 7.8
Publishing N/A N/A 8.7
Engagement N/A N/A 7.9

Summary of Lithium Social Web Reviews

Source: (3) User reviews of Lithium Social Web on TrustRadius
Lithium Social Web Pros Lithium Social Web Cons
Workflow
The workflow fits a social customer support program, in terms of escalation, prioritization, and scalability.
Integration
Integrations with other tools could be improved, including online chat tools and Lithium Community. Also, users would like to see integration with additional social channels such as Instagram and Reddit.
Filtering
The tool has the ability to filter and prioritize interactions, helping customer support professionals save time.
Customer support
The Lithium Social Web support team is helpful. In addition, the company as a whole is responsive to customer needs in terms of new features and innovation.
Customer-care-focused analytics
The tool is set up to track metrics that are relevant to a social customer care program, such as escalation and resolution rates and agent scorecards.

Lithium Social Web Response to Reviewer Feedback

Alternatives most often considered: Lead Generation, Corp Comms

Functional features have been added to the Lithium Community integration since these reviews were written. They include workflow moderation features such as moving a thread, kudo and mark as accepted solution as well as more author profile information on the community members.

Instagram integration is available as of January 2015 and a social API allowing any social channel with an API to integrate with Lithium Social Web.

Customers can also filter route and prioritize on author data such as klout score, CRM data from a customer CRM integration and twitter followers.