Launches Lithium Social Web
Acquisition unites and scales social engagement across brand websites,
social networks and mobile devices
EMERYVILLE, Calif. – October 9, 2012 – Lithium Technologies, the leader in
Social Customer Experience, today announced that it has acquired Social
Dynamx, an enterprise social customer care platform that helps brands
respond to millions of social conversations in a cost effective way. The
combined strengths of Lithium and Social Dynamx provide companies with a
fully integrated social customer experience across communities on websites,
public social networks and mobile devices.
The combined offering is available immediately as Lithium Social WebT.
Lithium Social Web allows companies to serve their customers on whatever
social channel they choose, respond to their needs and enlist them as brand
advocates or experts. The product — which is already fully integrated with
Lithium CommunitiesT — improves agent productivity more than 25 percent and
provides a seamless journey from social network traffic to community
engagement.
Social Dynamx customers include leading companies such as Time Warner Cable,
DISH Network and Convio, who join Lithium’s roster of more than 400 of the
world’s most iconic brands that includes AT&T, BT, Best Buy, Indosat,
Sephora, Skype and Telstra among others.
“Social media has radically transformed customer experience, yet 70 percent
of complaints directed to brands via Twitter are ignored[1],” Lithium
President and Chief Executive Officer Rob Tarkoff said. “This demonstrates
the challenges brands face in responding to their consumers in a timely way,
at scale and cost effectively. The addition of Social Dynamx to the Lithium
platform reinforces and extends our ability to help brands drive down
service costs and increase customer satisfaction and engagement by bringing
community experts into the dialogue earlier.”
Social Dynamx CEO Mike Betzer will join Lithium’s executive team, reporting
directly to Tarkoff, and will lead the Lithium Social Web business. Lithium
plans to maintain Social Dynamx’s Austin, Texas office and all Social Dynamx
regular employees are expected to join Lithium.
“Lithium and Social Dynamx set a new standard for scalable customer
engagement through community,” Betzer said. “Combined, we have even more
opportunities to drive real, meaningful business results for our customers.”
Customer & Analyst Quotes
* At DISH Network, Senior Vice President John Swieringa said: “Social Dynamx
has improved our ability to provide superior customer service and, for the
first time, given us access to detailed customer support metrics and
analytics. We were able to cut agent response time on social media channels
and increase our Facebook and Twitter response rates to 100 percent. We’re
eager to see even more innovation unfold through the combination of Lithium
and Social Dynamx’s strengths.”
* A September 2012 Forrester Research report entitled Win Funding for Your
Customer Service Project states: “Customers want frictionless, personalized
service contextualized to their persona and issue at hand, with 66% saying
that valuing their time is the most important thing a company can do to
provide them with superior service.” Forrester’s research also highlights
the importance of delivering a superior customer experience, revealing that
the revenue impact of a 10-percentage-point improvement in a company’s
customer experience score can exceed $1 billion.
Addition of Social Dynamx Strengthens Lithium Solutions for Support &
Marketing
The new Lithium Social Web identifies relevant customer conversations on
social channels such as Twitter, Facebook, communities and the broader
social Web. It then intelligently routes them to company agents to maximize
efficient responses to customers and reduce costs. Publishing functionality
improves outbound social marketing to deliver a better, more relevant care
experience.
Importantly, the technology allows agents to easily embed suggested content
from their Lithium-powered communities in response to customer issues.
Brands can then direct customers – and anyone else following the
conversation – to the right answers on lower cost, self-service channels.
Industry’s Only Complete Social Customer Experience platform
Lithium Social Web completes the Lithium Social Customer Experience
PlatformT, an integrated offering that grows brand advocacy, drives sales,
reduces service costs and accelerates innovation. It consists of:
* Lithium CommunitiesT – enables brands to create vibrant, branded
peer-to-peer customer experiences on their websites.
* Lithium Social WebT – allows brands to deliver proactive customer care on
social networks at scale.
* Lithium MobileT – extends the reach of Lithium to smartphones and tablets.
* Lithium Social Media MonitoringT – provides insights, sentiment and quotes
from social conversations.
* Lithium Customer Intelligence CenterT – measures the effectiveness of
social programs across the entire portfolio.
“We have always been 100 percent focused on helping brands build their
relationships with customers,” Tarkoff said. “I’m incredibly proud that we
have now delivered on an even stronger promise of enabling a superior,
integrated customer experience across social networks, the Web and mobile
devices. Lithium is the one company that helps companies truly get serious
about social.”
Already recognized as the leader in social customer support solutions,
Lithium has previously announced inclusion in Gartner’s 2012 report
“Critical Capabilities for Peer-to-Peer Customer Community Software,” and
named in the “Leaders” Quadrant of the Magic Quadrant for Social CRM.
About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium
software powers amazing Social Customer Experiences for more than 400 iconic
brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra.
Lithium helps companies grow brand advocacy, drive sales, reduce costs and
accelerate innovation to create a brand nation that redefines the customer
experience. For more information, visit lithium.com, or connect with us on
Twitter, Facebook and our own brand nation-the Lithosphere. Lithium is
privately held with corporate headquarters in Emeryville, Calif. and offices
in Europe, Asia and Australia.
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