Lithium
Lithium provides social media tools that help to manage your social customer service easily. It features mobile agent, expert resources, knowledge base, approvals, clear ownership, custom integration, workflow, automation, notification and alerts, multiple languages, conversation threading, prioritization, shared dashboard, and more. There are three software packages available: Lithium Social Web, Lithium Community, and Combined Platform.
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Lithium Review and Overview
Lithium is a popular social media management tool that offers a powerful publishing tool with many response management setups. It was founded in 2001 from GX media. Lithium acquired several other social media management portals in its later years. However, in 2019, Lithium merged with Spredfast to form Khoros, LLC. As of now, Khoros has 2000+ customers with over 500 million digital interactions each day. Khoros is now fully-fledged to enhance your presence on various public and social media platforms.
Khoros Care
Khoros Care is used as a response and messaging applications. In the response section, users can enhance digital and social online services. Agents can venture across several channels simultaneously. They can access and switch to various interfaces like social, in-app, messaging apps, community, and web messages instantly. It has advanced workflow showing filters, tags, and marked targets, all with automated work queues.
It has operational analytics with advanced reports and customer experience metrics. A bot is present, which can label posts with different tags that can further help in the analytics and report section. Other than this, Khoros Care has multi-level prioritization, secure authentication, holistic customer profile creation, and up to 25 language support.
Khoros Communities and Marketing
Known as Lithium Communities before the merger, this is a community management software service that helps a brand in connecting with their customers. It helps in transforming the evaluations, searches, purchase, and other support interactions. It has mature communities that can help to average about 70% of traffic leads from several search engines. This is used by the Community Syndication feature. Overall, it can help to fasten issue resolving by 41% and increased customer values.
Khoros Marketing is their third and final product. This marketing feature has tools for social media marketing as well as intelligence gathering. In social media marketing, users can do a content search, publishing, labeling, etc. Cross-team collaboration via various app features helps in proper planning and scheduling. Intelligence Gathering involves collecting and reporting various social stats, audience interests, trends, influencer reports, and real-time data. Overall, Lithium Social Media Marketing, now Khoros, is a comprehensive marketing tool with an advanced analytics setup.
Top Lithium Features
- AI-driven conversation management
- Self-service support tools
- Automated agent workflows
- Multi-channel engagement capabilities
- Advanced operational insights
- Social sentiment monitoring
- Customer profile integration
- Customizable tagging and routing
- Performance optimization metrics
- Crisis management alerts
- Contextual response capabilities
- Real-time staffing adjustments
- Comprehensive resource planning
- Digital care best practices
- On-demand educational resources
- System integration capabilities
- Data security compliance features
- Webinar and event participation
- Historical response analytics
- Customer authentication processes
