The side effects of Lithium...Technologies.
Allison Fasching | TrustRadius Reviewer
August 28, 2018

The side effects of Lithium...Technologies.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Lithium Online Communities

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.
  • The online Communities have had nothing but positive impacts on ROI. We have seen significant increases in Visits, Call Deflection, Engagement, Self-Service.
Additional products not listed. Salesforce, Insided, Hivebrite. Lithium was the overall winner, with the right combination of function and flexibility we needed.
If you are looking for an online Community platform, this one is hard to beat, however it is more suited to med to large corporations. Small businesses typically do not have the volume to justify the intricacies of the platform.