10-second breakdown:
Lithium is an extensive social media management platform that helps build engaged communities. Recommended for larger companies looking to enhance their customer service efforts through social media.
Lithium is used in medium (51-1,000 employees) and enterprise companies (1,000+ employees).
The good:
The product is really easy-to-use and has a wide range of functionalities, from monitoring ongoing conversations to crowdsourcing ideas from your online communities.
It’s a very powerful community management software, making it easy to connect and engage with customers, fans and prospects.
Lithium’s user interface is easy to navigate and intuitive.
The bad:
Its blogging capabilities are not as powerful as its community management features. It would really help to have more advanced blogging analytics.
API information and documentation can also be made more accessible.
How it works:
The platform monitors online conversations within your communities on forums or social media networks such as Facebook and Twitter. On forums, for example, you can run SEO optimizations, implement gamification strategies and management discussions.
Stay on top of what your customers are saying about you and answer their questions in a timely manner. You can use Lithium social web to bring customer service representatives into the conversation when your customers don’t know how to answer a question. All posts will be scanned and assigned priorities based on customized keywords given by you.
By creating automated workflows, you’ll have every incoming social post routed to the most appropriate work queue or agent for prompt resolution based on a predefined criteria. The software also has a smart feature that tries to route replies back to the original agent before looking for another available agent.
All posts receive automatic language, source, and content tags to ensure that they are sent to the right work queue, saving supervisors time in manually assigning posts.
To ensure that you don’t miss a thing, you can set up email and mobile notifications that let you know when messages, priorities or work queues change. This also enables you to monitor brand mentions and build a positive image of your company by engaging in helpful conversations.
Within the Q&A section of your community, you have a smart search function activated when members look for something, which displays similar questions and their answers before your customer posts something new. Similar issues or responses can be marked with a “Me too” tag, helping visitors find the most useful info.
Through integration with Facebook, your online community can also find the answers they need within the social network, without posting a support question on your website. You can even clone Q&A boards or discussion forums as Facebook apps so that posts appear in both places, creating a seamless conversation that draws customers in.
Lithium also integrates with Twitter, making it possible to bring a steady stream of relevant tweets into every area of your community, which users can engage with. Tweets can be added to discussion boards as well.
Aside from monitoring conversations, you can also leverage user-generated content to get new product or marketing ideas. Use the messages within your community to see how your customers envision new uses or extended applications to your product or service. Customers can post photos or other rich media that might serve as a great research tool for your marketing and product development teams.
Lithium encourages crowdsourced content by allowing community members to propose and vote on ideas. These ideas can then be categorize and filtered by labels, helping others find and vote for ideas they care about, ensuring the best and most popular ideas are highlighted. Status labels help keep you transparent and show your community that you are considering these ideas, so customers can see exactly what has been accepted and what has been declined.
Content management can also be done through Lithium’s knowledge base feature, which enables customer experts to create, approve, and organize helpful knowledge articles. Because the community is involved, you will immediately be notified when a piece of content is outdated, as users can also suggest revisions.
To update an already existing content piece, simply drag and drop additional content from related posts. You have full control over the entire review/approval process. You can also grant editing permissions to other team members. Visitors also see the most viewed or helpful articles, creating a Frequently Asked Questions for you. Lithium works alongside traditional knowledge bases to provide more flexible content creation workflows and harness the power and speed of crowdsourced content.
The platform also has its own blogging feature, where you can publish content either from your brand, top experts or even leverage user generated content to engage your customers. You can create campaigns and amplify them outside of the platform itself.
Increase social engagement by running contests within your communities. Users can vote up and down the contest entries. Promoting social contests is a great way to attract more traffic to your website.
Social badges are also available to help increase engagement within your follower base. Lithium uses native gaming mechanics to provide short-term rewards to first time social community users. If you’ve never used a strategy of this sort before, don’t worry, Lithium badges includes a free, online webinar to help you design your badges strategy.
Users who share common interests can create their own groups inside the community. With the appropriate permission, anyone can create a community group, including community members, without being an admin or community manager.
Team managers can supervise social agents, using the platform’s real-time metrics into workload, response times and KPI completion. In case of a bottleneck, managers can quickly reallocate staff.
Customized social reports are available and they can also be exported.
They’re an excellent tool for community building and community management. As a social management tool, it monitors online conversations enabling a great overview of brand reputation and customer service mentions.
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