News : Lithium Messaging Launches for Brands to Communicate with Customers
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."
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"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
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Customers want fast access to answers online, whether it’s through search or social media. When answers aren’t available, they make calls to your contact center or post their frustration on social networks for their friends and followers to see. So how do you generate answers on your website and respond to issues on Twitter and Facebook at scale? Lithium has the solution: 1. Drive requests through an online community and self-service knowledge base 2. Equip agents to respond efficiently on social channels while building awareness of your online resources 3. Tie your social support into your CRM system 4. Turn the resulting knowledge into valuable business assets for customers and employees alike.
Published: Friday, April 13, 2018
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