Social Media Management Software
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.
|Best used for:||Social customer care|
|Not as strong for:||Marketing|
|Most often compared to:||Radian6|
|Channels covered*:||Twitter, Facebook, Google+, Instragram; Additional channels coming Spring 2015 through Social Listening API|
|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|
|Analytics & Insight||N/A||N/A||8.3|
|Lithium Social Web Pros||Lithium Social Web Cons|
The workflow fits a social customer support program, in terms of escalation, prioritization, and scalability.
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.
The tool has the ability to filter and prioritize interactions, helping customer support professionals save time.
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.
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.
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.