TrustRadius
Lithium Community is a fully-featured community platform and is focused on the needs of marketers. Lithium most often competes with Jive Team Collaboration and Get Satisfaction.https://media.trustradius.com/product-logos/dI/kc/BO3TJGMUS62F.PNGLithium Online Communities enables your support capabilities.Lithium Online Communities is being used as a peer support community for anyone affected by cancer. The platform enables any Australian affected by cancer to connect, share experiences and stories, as well as seek information in a safe environment that is moderated by trained health professionals. The use of Lithium Online Communities complements existing information and support services outside of business hours, connecting people with each other in real time, regardless of when they seek support or information.,Privacy - use of usernames and the ability to hide identifying information such as email addresses from public view. Accessibility - the site is fully accessible for people of all abilities, across all devices and platforms. Community - The width and breadth of the community product is huge, even 2 years on, there are things we have still yet to try out and Lithium are constantly innovating the product too!,There is always room for improvement on any product, Lithium actively works with their customer community and encourages ideas. They build many of these into their product roadmaps ongoing.,10,Extremely positive!,Yes,Yes, but I don't use it,8The side effects of Lithium...Technologies.Originally we started out using Lithium Communities, with our prepaid brands Boost & Virgin, after a very successful launch, we made the decision to move our 12 year old Sprint Community, over to Lithium. Initially the primary purpose for all Communities was call deflection. More recently we have begun to use it to improve our customer experience. If you would like more detail, please read about our Social Support success.,Configurability. There are so many tools, features and functions, that you can easily customize your community to meet your industry needs. Ease of use. Out of the box both users and admins can easily begin using the Community, but it also offers more technical options, and training for everything. The entire Community is built for optimization, tags, labels, the ability to create custom search, titles, text & canonical URLs.,Overall I am very satisfied, as with any tool there is always room from improvement or change, every company has specific needs, so these are a couple of things that would benefit me. Search. The internal search tool works good, but there is room for improvement. Lithium is currently working on enhancements, so I am looking forward to the new changes. Surveys. They have a great survey tool, but I would love to see an enhancement that would allow agents/community managers to respond to customer survey responses. This is probably an industry thing, but our customers tend to use the survey tool as a complaint box.,10,The online Communities have had nothing but positive impacts on ROI. We have seen significant increases in Visits, Call Deflection, Engagement, Self-Service.,Jive-x and Joomla!Get closer to your customers and let them innovate for youThe lithium platform is used across our entire consumer business. Used initially for its community and p2p capabilities, more recently for it's wider CMS functionality. The platform is now used to host our complete help & support site for the consumer business.,Scalability Uptime Ability to customise a unique, branded experience.,Cost, but you get what you pay for,10,Enabled us to maximise call deflection,Lithium Social Media Management, JIRA Software, Adobe PhotoshopMy experience with LithiumWe use Lithium Communities in the wider context of our digital customer help. It allows us to deflect calls into our customer contact centres. It allows our customers a place to discuss our great products and help each other out. We also make use of the space to run product trials.,Has all the features and discussion styles you could need including standard discussions, knowledgebase, reviews, gamification, Ideation. Easy to use analytics built in with downloadable reports. Great success services to help make sure you get the most out of the features.,Need to be quicker at reacting to customer suggestions for product improvements. Slight lack of focus on the community part of their product range in the last year or so Would benefit from a more transparent roadmap with dates!,9,Increase in call deflection Increase in customer closeness Better products through customer trials,Lithium communities is great to leverage connecting to your customersWe use it for a number of products in our group. It allows us to connect to customers; customers connect to us and customers to connect to each other.,Interactive discussion forums Ideas exchange for tracking ideas submitted by customers ; implementation by product team Customization to our customers needs,Direct marketing/nurture campaigns leveraging the software is more challenging than it should be.,9,Significant positive ROI, as we have documented proof that customers who are active in the community are more active in the product. We have saved millions of dollars in deflected support costs.Lithium is the leader in this space.The Lithium platform is used across the entire organization - both for external communities and an internal community. It's a great online platform to communicate with our B2C and B2B customers, allow for customer feedback, and test beta versions of our product. It helps give us visibility into the praises and concerns of our customers and prospects.,Ideation Gamification A true focus on community,Price,8,It helped with support deflection Drove traffic to website or other marketing content,Jive and Salesforce Community CloudA very good contender in the Social platform environment for Enterprise customersLithium is an enterprise-grade social community platform, which is most commonly used to allow for interactions between B2B and B2C customer, prospects and partnering in either a Support (call deflection), Marketing or Collaboration environment or context. Communities deployed by its customers are predominantly external-facing. The product is modular, so it can be expanded with additional functionality over time. Lithium offers connectors to popular enterprise backend systems, such as Salesforce. Additional connections or functionality can be programmed via APIs. Most customers use professional service organizations to launch Lithium for them.,Community - it has the robust functionality and all the bells and whistles that customers typically look for Out-of-the-box widgets - there are a number of out of the box widgets, such as "Most recent threads" or "Unanswered questions" that can be easily deployed throughout the community. Depending on where you deploy them, e.g., homepage vs. a specific board, these widgets "narrow down" their content based on the context you are in. Programmability - well documented APIs that allow you to custom-program functionality,Not a knock on the product per se - but each product in this space follows a certain philosophy. If customers don't want to learn that philosophy and thus force-feed Lithium to do something it's not designed, it becomes hard to implement and maintenance heavy. Same is true with Jive and Salesforce Communities Design adaptation sometimes requires a lot of custom-programming. This is often caused by designers not fully understanding how communities work. On the other hand, esp. on homepages, in order to draw people in, a mix of content is often the best approach. And that requires at least some custom-programming for Lithium's integrators,9,In a support environment, call deflection has been measurable for many customers. In fact, more and more customers utilize Lithium to deflect a vast majority of the L1 inquiries to the community. In a Sales/Marketing area, conversions and upselling are key. Here, Lithium's community can be very instrumental, since experts in the community often can answer questions that the company cannot or is not trusted enough by its customers, e.g., how good are LTE speeds in a certain neighborhood in San Francisco, or, when comparing Phone1 against Phone2 and battery life matters in real-life environments, which phone is better. While mileage might vary, we've heard from our customers that a number of them achieved a 20+% call deflection, or a 30+% conversion increase,,10,50,40,Support Marketing / Sales Collaboration,No,9,No,As mentioned, they dig into custom code, when certain API calls seem to not work. Are a good stakeholder in resolving my issues. Have helped us in analyses on performance in communities.,9
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Khoros Communities (Formerly Spredfast + Lithium)
21 Ratings
Score 8.9 out of 101
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Khoros Communities (Formerly Spredfast + Lithium) Reviews

Khoros Communities (Formerly Spredfast + Lithium)
21 Ratings
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Score 8.9 out of 101

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Kate Fenerty profile photo
September 26, 2018

Lithium Online Communities enables your support capabilities.

Score 10 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Lithium Online Communities is being used as a peer support community for anyone affected by cancer. The platform enables any Australian affected by cancer to connect, share experiences and stories, as well as seek information in a safe environment that is moderated by trained health professionals.

The use of Lithium Online Communities complements existing information and support services outside of business hours, connecting people with each other in real time, regardless of when they seek support or information.

Read Kate Fenerty's full review
Allison Fasching profile photo
August 28, 2018

The side effects of Lithium...Technologies.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Originally we started out using Lithium Communities, with our prepaid brands Boost & Virgin, after a very successful launch, we made the decision to move our 12 year old Sprint Community, over to Lithium. Initially the primary purpose for all Communities was call deflection. More recently we have begun to use it to improve our customer experience. If you would like more detail, please read about our Social Support success.
Read Allison Fasching's full review
Stephen Fell profile photo
August 31, 2018

Get closer to your customers and let them innovate for you

Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

The Lithium platform is used across our entire consumer business. Used initially for its community and p2p capabilities, more recently for it's wider CMS functionality. The platform is now used to host our complete help & support site for the consumer business.
Read Stephen Fell's full review
No photo available
September 12, 2018

My experience with Lithium

Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Lithium Communities in the wider context of our digital customer help. It allows us to deflect calls into our customer contact centres. It allows our customers a place to discuss our great products and help each other out. We also make use of the space to run product trials.
Read this authenticated review
Catherine Kaiser profile photo
January 20, 2017

Lithium is the leader in this space.

Score 8 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

The Lithium platform is used across the entire organization - both for external communities and an internal community. It's a great online platform to communicate with our B2C and B2B customers, allow for customer feedback, and test beta versions of our product. It helps give us visibility into the praises and concerns of our customers and prospects.
Read Catherine Kaiser's full review
Veit Irtenkauf profile photo
December 18, 2014

A very good contender in the Social platform environment for Enterprise customers

Score 9 out of 10
Vetted Review
Verified User
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Use Cases and Deployment Scope

Lithium is an enterprise-grade social community platform, which is most commonly used to allow for interactions between B2B and B2C customer, prospects and partnering in either a Support (call deflection), Marketing or Collaboration environment or context. Communities deployed by its customers are predominantly external-facing. The product is modular, so it can be expanded with additional functionality over time. Lithium offers connectors to popular enterprise backend systems, such as Salesforce. Additional connections or functionality can be programmed via APIs. Most customers use professional service organizations to launch Lithium for them.
Read Veit Irtenkauf's full review

About Khoros Communities (Formerly Spredfast + Lithium)

Khoros, formerly Spredfast + Lithium, is a customer engagement platform turning siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, the vendor promises Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies stay connected to their customers in All-ways.

Khoros Communities are designed to engage customers with peer-created content that inspires trust, fosters advocacy, and reduces customer service costs, says the vendor.

According to the vendor, key benefits include the ability to:

  • Boost SEO. The vendor says community content can lead to a 48% uplift in organic search traffic.

  • Reduce care costs through self-service. The vendor says users can deflect up to 20% of calls that would otherwise go to the customer service call center.

  • Improve conversion rates. The vendor says customers have seen conversion rates double through using the community.

  • Accelerate innovation, by crowdsourcing ideas from experts and advocates to inform the next generation of products.

  • Foster customer advocacy and loyalty, and improve customer retention through community engagement.

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Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?No

Pricing is variable based on the needs of the customer.

Khoros Communities (Formerly Spredfast + Lithium) Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
0%
Mid-Size Companies (51-500 employees)
10%
Enterprises (> 500 employees)
90%

Khoros Communities (Formerly Spredfast + Lithium) Support Options

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Phone
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Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Khoros Communities (Formerly Spredfast + Lithium) Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Mobile Web