Use our social media listening and response tool, Lithium Social Web, to manage the explosion of social customer service inquiries without sacrificing quality.

  • Purpose-built with customer service in mind
  • Engage the entire organization
  • Drive traffic to online communities
  • Workflow

    Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define.

  • Automation

    Posts receive language, source, and content tags so messages land in the correct work queue. Gone are the days of manually assigning each post. That gets old. Really fast.

  • Notification & alerts

    Set up email and mobile notifications. Receive immediate alerts when messages, priorities, or work queues change.

  • Languages

    Business is global. So is social. Lithium Social Web provides out-of-the-box detection for more than 25 languages.

  • Conversation threading

    Consistency counts. Lithium Social Web will always route customer replies back to the original agent before looking for another available agent.

  • Prioritization

    Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.