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
Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define.
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.
Business is global. So is social. Lithium Social Web provides out-of-the-box detection for more than 25 languages.
Consistency counts. Lithium Social Web will always route customer replies back to the original agent before looking for another available agent.
Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.