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San Francisco, CA, USA, April 11, 2018 -- Lithium Technologies, a platform for enabling brands to support, serve and engage customers across digital channels, announced the launch of Lithium Messaging. For brands who use the Lithium platform, they can now centrally manage digital customer service across social channels, online communities and – with the launch of Messaging – web chat and mobile apps.
"We take the security of our customers and their personal data very seriously as we work to provide the best possible experience to solve their issues quickly and effectively," said John Glenn, Sprint’s Vice President of Customer Care Strategy, Operations, Transformation. "Lithium Messaging lets us engage customers in open dialogue on the social channel of their choice in a safe way. The implementation of this platform has already resulted in a 77 percent reduction in calls back to a customer and a significant increase in positive customer sentiment."
"The world of customer service has been absolutely turned on its head over the last decade," said Lithium CEO Pete Hess. "Just as the invention of the phone and the call center revolutionized customer service in the 1980s, messaging and social channels are forcing brands to rethink how they serve and support customers in this digital-first era. Now that there are secure options like Lithium Messaging in the market, brands can provide seamless and secure service in the locations their customers want. Almost three quarters of customers will leave a brand and never come back if they feel they’ve been treated poorly 2. Why risk it?"
"Customer service channels can no longer exist in a vacuum," said Lithium CTO Raju Malhotra. "Previously brands struggled with disparate customer interactions across different channels, and with customer data residing in different systems. The powerful workflows in Lithium Messaging allow brands to operationalize and scale 1:1 conversations across multiple digital channels – social, web chat, mobile and communities – resulting in a better experience for the end customer."
Posted by Veronica Silva Cusi, news correspondent
Source: Lithium
About Khoros, LLC:
Khoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, 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.
Published: Friday, April 13, 2018
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