- 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.
- Lithium does a good job at continually making updates to the SMM platform and typically address "wish list" items from our Team.
- There are some areas within the mobile app that could be improved such as being able to tag a conversation and adjust reporting date parameters.
- Scaled social media support - SMM is best practice in managing a large number of agents simultaneously in a distributed fashion.
- Ease of use for users - a user-friendly and simple interface ensures agents require minimal training.
- Customer experience - customers have an increased level of satisfaction as a result of the implementation of SMM.
- When raising bugs with the Lithium support team it can often take a long time for the issue to be resolved.
- Social response work flow management
- Agent performance reporting & insights
- Unified platform across marketing and social customer service
- Notification & alerts
- Addition social platforms
- Social publishing/marketing
- Easy integration with social listening platforms
- General aggregation along with prioritization and tagging for issue management.
- Ability to retrieve conversations easily; a good search capability if details of conversation may be unknown.
- Large amount of data points available.
- I would like to be able to see more agent level true productivity metrics such as responses per hour logged in.
- Ability to see a true average response time (today it's broken into "buckets" such as 0-2 minutes, 3-6 minutes) on first and overall responses.
- Improved reporting on tags. When you export into Excel, all tags are in one column so if you have sub-level tags it's extremely difficult to do detailed reporting without a lot of manual effort.
Lithium Social Media Management Review: "Lithium Response in a large complex government organisation"
- Alerts - when conversation volumes are reached
- Alerts - when certain keywords used or bios are contacting us
- Conversation tagging to help corporate reporting
- Work queues to assist division of conversation queues to different teams based on skillsets / risk level
- Autocorrect when adding notes in the app
- Twitter quick replies - see https://community.lithium.com/t5/Product-Ideas/Twiter-quick-replies-in-DMs/idc-p/318756#M14207
- 24x7 Telephone / screen share support rather than email support
- Agent and Supervisor Reporting
- Account Support
- Monitor Walls and Shared Dashboards - Client Reporting/Analytics
- We continue to provide Lithium with features that we would like to enhance the platform. Most are in the works to be added within a reasonable amount of time.
- We have requested modification to reporting to allow us to track agent level details.
Lithium SMM has enabled us to remove manual processes and reporting and monitor social media effectively through the dashboard and implementation of workflows.
- Monitor incoming posts in a centralised dashboard and automatic workflows.
- The analytics dashboard enables you to see all the important data at a glance and export the reports you need.
- The listening functionality through Twitter firehose enables us to effectively monitor our target keywords and action them.
- Publishing through Reach enables you to schedule in dayparts with the system choosing the best time to post your content when most people are online.
- Automatic sentiment and tagging on each post to enable effective reporting.
- Comprehensive audit trail.
- There is nothing that I have come across at this stage that needs room for improvement.
- Lithium is great for replying to customers on Twitter and Facebook. It's primarily very useful for Twitter. Also, the user's profiles features allows us to get a glimpse of the customer and how to craft our responses.
- I love being able to use lucene rules to create better priorities to filter tickets.
- Also, the supervisor tools are useful to make sure proper responses are going out to customers.
- There are some areas in admin which could use some upgrading.
- I think maybe expanding instagram capabilities would be useful.
- I think there should be expanded profiles for Facebook tickets. In Facebook Messenger, there are profile details not present in the Lithium profile.
- 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.
- 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.
- Keeps track of customers active in multiple platforms, through one repository. Easily able to identify conversations, wherever they choose to post.
- Easily switches between public and private areas in Twitter and Facebook.
- Allows easy management of multiple teams and agents, regardless of location.
- Current integration with LinkedIn and Youtube is relatively limited. It will be great to see this improved.
- After being named one of Facebook Messenger's development partners, the ability to identify CSAT easily through Lithium is eagerly anticipated.
- Ongoing training for agents and supervisors would be welcome, to gain insights on how to best use the tool.
- Enables reporting of insights and data
- Agent work flow is simple and easy to follow
- Has some good features available for storing info of customers
- Reporting - reporting layout and functionality e.g. enables us to export certain smart views into reports
- Unable to open large volume of posts - system crashes or refuses to open
- For some things you can't customise or set things up for different requirements e.g. all or nothing
- Not many optimisations unless you pay for it - a lot of manual processing to get things you want which is not feasible
- No automation
- Very basic reporting
Lithium is a good tool but very costly. I would not highly recommend as there are other tools out there that offer very similar work flows if not more features which are a quarter of the cost.
There is a lot of work to do in the social media management tool - lots of automation required and ways in which the tool can do more and help humans speed up the way they get through things. Bear in mind everything is very manual which means if you experience large volumes you won't be able to get through it all unless you have the resources. This, therefore, means you lose the data if you don't manually touch it.
The great things are it has an easy to follow workflow that is agent friendly and easy to pick up. Most that use the tool are happy with it but get frustrated with the manual processing. Anything automated is not accurate.
Lithium is definitely known as one of the best tools in the market, however, has a way to go with building better efficiencies to keep up.
The tool pretty much takes all the hard work out of manually searching the native Community, some work is needed in advance to set up keywords and parameters, after that, it is low maintenance and the dashboards and monitor walls are really useful to see what is happening, at-a-glance.
- Monitor Walls to monitor the pulse of the Community
- Dashboards which show how the Community reacts to big news events
- The Agent interface enables our team to engage where necessary which results in us being more productive
- The sentiment tracking tool needs work, currently, it captures sentiment on only about 1% of posts
- Having to set up keywords and tags in advance takes time and could be made easier
- It would be great if it had the ability to monitor things reactively, having to input keywords means that if something happens that you had no visibility to before (PR issues) then you still need to search the Community natively.
- It's ideal for product & policy updates - it takes all of the manual work of searching the Community natively
- It's not so great reactively as the tags are keyword based
- It enables our customer service team to be more productive
- The dashboards and monitor walls look good, especially when reporting upwards
- It's good for moderators to share abuse reports and escalate - cuts out unnecessary emails
- Case handling of social media posts - Lithium is able to gather social media posts across the web and bring them into a support CRM system that treats those posts as cases and allows us to handle them in a way that is appropriate for support.
- Collaboration - social media cases are handled with easy collaboration across teams of all sizes.
- Simplicity of user interface - Managing many social media posts can be a challenge, but Lithium's solution allows you to address these posts easily by simplifying the UI and bringing only the necessary information for the agent so that they aren't overwhelmed with too much information.
- Lithium as a company has changed over the last several years, but more so in the last year, where we have seen our companiy's needs being met with a lessor priority over newer clients that pay a higher price for the same solution (due to us getting involved early on and being existing Lithium Community customer at the time, we were locked in to a lower rate). This was seen as the service level and service engagement has slowly been fading away. Our Customer Success Manager was re-assigned, and we were told that the CSM role was being eliminated, but it turned out that the elimination was specific to our company. It was clear that Lithium valued getting more money out of our company than maintaining a relationship, when for the first time in our 5 years using the solution, a 6% y/y increase in cost clause was descretely added to our contract during renegotiations.
- Lithium solicits "ideas" from their customers on the community. If the idea doesn't get any traction from the community, it is archived. If it does get traction and a lot of community members want the idea to happen, then it simply moves over and sits in a queue perpetually. There are many great ideas that are there that will help grow the Social Media Customer Care needs, from the experts who lead in the industry (because they're evolving quicker than Lithium can catch up), but Lithium doesn't execute on the vast majority of the ones that have community support.
- Lithium has been focusing on the Social Marketing space in the last couple years, and it makes sense. However, the development of Social Marketing functionality has slowed the development of Social Media Care functionality to where you'll see in the release notes that most new features are geared towards marketing, with not much for care.
- Whenever new functionality is released for Social Media Care, Lithium will require additional payment for said features (which is weird for a SaaS company) - this causes us to have to be in constant budget asks internally and constant contract renegotiations because Lithium doesn't consider the features worth the investment that has already been given to them by our company.
- Tagging: We have hundreds of tags we use to generate reporting and develop insights which are distributed company-wide. Many platforms have a limited number of tags available, but Lithium does not and is very strong in this aspect.
- Lithium Community: Lithium utilizes its community feature to provide support for their clients, which is uncommon. If I have platform questions I can check the community, and there's generally some information already there. We can also submit product ideas, which I appreciate because it gives the idea a chance to gain traction within other Lithium clients, and then is more seriously considered by Lithium.
- Site Stability: I have personally been working with AMC Stubs for almost a year and site outages are very rare.
- Support: Lithium boasts strong support and even writes communication hours into their contract, so you can expect responses within a certain time frame. However, we've experienced significant struggles in this aspect. Support requests can extend far past the allotted time frame before we receive answers, and many times we have to go back and forth via email for quite some time when a phone call/screen share would be much more efficient.
- New Hire Training: Lithium has a few training videos available, but they're either very general overviews, or they're more geared towards admins/managers. When I started in this role, we already had a contract with Lithium, but myself and several team members were new to the platform. I tried to have a product specialist take us through the platform for a training, but was told that's not an option and no alternatives were presented. I then had to train my new team members on a platform I barely knew myself.
- Managing agent workflows and performance
- Integration with key social media platforms
- Distribution of social customer insights
- Prioritisation and tagging of customer contact
- Exporting of raw social media posts and customer data could be easier
- Macro responses don't currently exist which can lead to large backlogs
- Smart Views can be complicated to set up without platform support
- Turnkey solution. It's very easy to get up and running.
- Excellent UI/UX for customer service teammates. Designed specifically for efficient response and case management.
- Scalable. Can handle large volumes of messages well. Excellent site reliability.
- Lithium is a great tool that solves a niche need in the Social Marketing and Social Customer Service use cases. However this has also limited it as an easy solution for omni-channel support strategies.
- The permissions and role configurations are very simple and easy to use. However if you want more fine grain control over specific permissions, it's very limited. For example, it is not possible to allow a user access to edit tagging without granting full admin access to all configurations.
- Lithium offers great out of the box dashboards and reports. The raw data reports contain a lot of useful information. However the ability to access raw logs for tracking various events within the tool interface are not available. For example, it is not possible to easily see the history of all events that occurred on a case in the raw data reports. Reports always show the current state of a case so pulling the same report twice can result in different reports. This is challenging from a data management perspective.
Less appropriate for more complex integrations into an enterprise tool portfolio or if you want full control over the experience.
- The Lithium Support team is very helpful and quickly responds to all my needs.
- The analytics for monitoring team members is very helpful.
- The dashboards are great for getting a quick take on what is happening within your platforms.
- It is easy to understand the flow of inbound posts and easy to track conversations you have had with users.
- I would like more Instagram integrations. Mostly the ability to DM within the platform.
- Additional API's with Pinterest, Youtube, etc.. but I haven't found any other platforms that can do this either.
- It is good at pulling in posts and mentions of our company, and organizing therm based on topic or issue.
- Allows agents to focus on conversations with customers to ensure the best experience possible.
- Tracks different data points so we can always work to improve how we use the system to create a better experience.
- Exporting data from Analytics is limited. The platform provides a lot of great data, but no way to export a lot of it.
- Backtagging should be able to be applied to closed and claimed conversations.
- Case Management and conversation focused. Agents work on conversations which are grouped by author, historic interactions are available at a fingertip so context is always available. Lithium Social Web removes the hassle of tracking multiple interactions with the same user across various social platforms and presents all interactions as conversations.
- Ownership, agents assign a conversation to themselves when selecting it, this removes confusion. Only one agent can be assigned to a conversation at a time, once the conversation has been assigned (selected) it is removed from the queue for all other agents so we avoid duplication of work. The conversation then stays with that agent until they log out or close the conversation.
- Reporting, Analysis and routing. For the first time we can categorise across all social support streams and route content to various work queues. This allows our operations team to work more effectively and try different approaches similar to that of a voice based contact centre. Looking for the best way to effectively distribute and manage workloads.
- Scalability - Lithium Social Web scales extremely well. We've seen growth across various social channels over time, in some cases periods of significant growth which have lead to increases in operational resource. We can easily scale social support team on Lithium Social Web quickly to deal with this when required. The platform is extremely robust and can handle large volumes of content coming in near real-time.
- Analytics are improving, this is a new area for Lithium Social Web as part of the ongoing development of the product. We've seen a lot of new analytics added recently. Dashboards and more granular reporting or customisation of reporting is the only thing lacking.
- Mobile Analytics missing, Social is a fast moving space, some leadership and execs would love to have access to key metrics and analytics data through a smartphone while on the move to keep them on top of the latest trends and issues.
- Dashboards. We're all about sharing data with the rest of the business, key business areas find this information useful and didn't know how useful it was until we provided a snapshot. To feed information from Analytics out to screens set up around different business areas gives that insight and brings in more collaboration.
Lithium Social Web however is not a full fledged marketing solution, this isn't an engagement tool for marketing, while there are features to support publishing and broadcast of content at scheduled intervals the focus is around support and Customer Relationship Management.
What are you currently looking to achieve?
Is it a social support tool you're looking for?
Are you looking to expand or grow your Social Customer Support strategy over time?
Lithium Social Media Management Review: "LSW-- Bottom line, it makes your team able to help more customers quickly and efficiently"
- At-a-glance volume and engagement metrics help us manage our business in real time, and through tagging, can give us insight into issue drivers/locations.
- Offers a seamless hand off between agents on open cases-- LSW threads customer interactions, including public and private posts, into an easy to follow conversation, making it easy for the next agent to pick up where the previous left off.
- Custom close and "snooze" types allow us, from a reporting standpoint, to focus on different types of resolution types (ex. in house vs. an escalation) as well as reasons why customers might abandon before resolution.
- 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.
- The Lithium tool enabled us to quickly identify opportunities to create a better customer experience. Within three months the changes were made and scores increased significantly. The top two KPI’s are in-channel resolution and tickets being escalated.
- In order for Comcast to provide superior social media customer service while maintaining a single message, it was necessary for the company to develop a singular, seamless workflow. The LSW product has been integrated at the corporate and divisional levels for care, marketing, communications and sales to allow customers to have a top-quality in-channel experience. LSW has also helped us understand inbound volumes as we work to develop a true operational social care model which includes forecasting, service level management and staffing requirements. Within five months of launching LSW, we were able to justify a 30% increase in staffing through the use of clear and concise operational reporting. In a most recent case study, Comcast brought on 10 additional agents to support customers during the winter Olympics as social volume was expected to increase as much as 40% in a short three week period. Comcast has a complex organizational structure with Care resources deployed geographically by division. Each division assigned several resources to assist the corporate Digital Media Outreach (DMO) team by handling geographically specific questions and concerns. LSW allowed DMO to seamlessly re-queue work to our additional support teams. As a result we eliminated thousands of out-of-channel escalations by enabling the front line employee’s best equipped to handle these contacts to do so immediately. Our marketing team also used the publisher feature to provide great Olympic content through the duration of the event.
- To be honest, they have done everything I have ever asked for plus more. Their employees and staff listen to request and adjust features to the industry needs. If anything, I would ask that they integrate more into the Lithium community and other smaller channels, such as Instagram and Reddit.
- It shows all the significant information as it has a facility for term search which automatically provides the weighted feedback for the selected phrases.
- It helps in identifying the top/popular influencers along with their sector. Analysis for frequent words allows to follow or assess the most popular topics/trends which have emerged in the social media.
- It has an awesome real time dashboard which is capable of providing information on social media communities as graphs, quotes, sentiments and mentions.
- Since the product is seamlessly integrated with Salesforce, it lets you see if the cases actually originate from product fans or not.
- Having customization is a little difficult as not much documentation is available for it.
- The cost for the product increases as per what all features are included in the pricing plan.
- I would like to see integration happening with tools such as ScreenShare as well.
- Closed loop tracking: Social Dyamx allows me to monitor the a case all the way from original tweet, through various hand-offs in customer support all the way to resolution. The product design is very visual and it’s easy to track this flow and see when issues get resolved.
- Great filtering capability. The software is able to filter out the tweets or Facebook posts that we need to respond to and give us priority. This is a huge time saver.
- Analytics: We haven’t fully leveraged the analytics capabilities yet, but what we have used looks very strong. We can pretty much track everything. Overall social case trends (so that we can monitor potential product issues), number of cases per period, etc. In addition, because the application is tightly integrated to Salesforce, we can also see if cases originate from product evangelists / fans so that we can proactively give them a call to let them know we are working on the problem. We can also see which customer segment cases are coming from etc.
- People: The SocialDynamx staff is wonderful. They are extremely helpful and responsive to our issues.
- We have not been using the product for very long, but so far we are not aware of any product shortcomings. It’s a really great product.
- Filtering is better than anything I have ever seen
- Artificial intelligence. I don’t have to wonder who I am talking about
- Natural workflow for escalation, prioritization. The workflow is intuitive to a support professional – it's pretty standard stuff.
- Salesforce.com integration is coming and I am excited about it. It will be bidirectional. Right now we are bringing social originated tickets manually into Salesforce through cut and paste.
- I don’t have a way to integrate with my chat tool (ATG – Oracle). As chat grows and grows, I need a hook. In support, it’s a quick transition to chat, especially if someone is coming in on a handheld device, which represents the vast majority of social media interactions. In general just 0.5% of my support tickets originate from mobile devices. For social, 80%+ is coming in from a mobile device. Social Dynamx tells me whether someone is using a mobile device but doesn’t distinguish between phones and tablets yet.
- Integration with other tools the team may use, e.g. ScreenShare
It’s clearly the future – people want to feel the power of their tweets. Additionally, mobile devices are not going away and people want to do more on them. Any one running a support org needs to take it seriously. If you are not looking at it now, you are going to get left behind. 12-18 months from now and lot of people are going to be left behind. It’s going to be a big differentiator. When you look at the age of people now working in organizations, they use mobile devices, they live the online social lifestyle– it is their choice and it will only be.
Lithium Social Media Management Scorecard Summary
About Lithium Social Media Management
Marketing users can sharpen their social strategy and publish better content with collaborative planning.
According to the vendor, key benefits include:
- Content that resonates. Publish the right content at the right time with the auto-scheduler.
- Improved team collaboration and workflow. Plan integrated campaigns with a Global Omni-channel Calendar.
- Deeper campaign performance insights. Track campaign progress with a visual timeline, organized by milestones.
Customer Service users can manage social response at scale with efficiency, without sacrificing quality.
According to the vendor, key benefits include:
- Private and trusted customer care in real-time, regardless of channel
- Powerful insights, including deep customer experience metrics, on mobile and desktopPrioritized posts, so agents work on the most important issues first
- Prioritized posts, so agents work on the most important issues first
Lithium Social Media Management Screenshots
Lithium Social Media Management Video
Lithium Social Media Management Downloadables
Lithium Social Media Management Integrations
Lithium Social Media Management Competitors
Pricing is variable based on the needs of the customer.
Lithium Social Media Management Customer Size Distribution
|Small Businesses (1-50 employees)||0%|
|Mid-Size Companies (51-500 employees)||10%|
|Enterprises (> 500 employees)||90%|
Lithium Social Media Management Support Options
|Video Tutorials / Webinar|
Lithium Social Media Management Technical Details
|Mobile Application:||Apple iOS, Android, Windows Phone, Blackberry, Mobile Web|
|Supported Languages: ||Out-of-the-box detection for more than 25 languages. Plus, agents can customize their preferred UI display language.|