My experience with Lithium
Anonymous | TrustRadius Reviewer
September 12, 2018

My experience with Lithium

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Lithium Online Communities

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.
  • 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!
  • Increase in call deflection
  • Increase in customer closeness
  • Better products through customer trials
We've looked at many platform providers as an alternative in recent times and have recently re-signed with lithium. InSided, Vanilla, Salesforce, CMNTY etc.
The Lithium solution is probably better suited to a larger enterprise due to the huge number of features and discussion styles - a smaller operation may find costs prohibitive. Particularly useful if you have a social media management need as well as they also cater for this in their product range.