Five Must Haves for Social Support by LithiumTech


Social customers are changing and demanding, more than ever, an engaging and rewarding customer experience. This mean a business’s approach to social support for these customers across online customer communities, social networks, and traditional customer service is now more important. To employ a successful social support solution, businesses must account for an online community, reputation management, social web integration, CRM integration, and actionable analytics. Learn more about how these five must have solutions will help your business meet the demands of your social customers.

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									five must haves
for social support
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        Lithium social software helps the world’s most iconic brands
        to build brand nations—vibrant online communities of
        passionate social customers. Lithium helps top brands such
        as AT&T, Sephora, Univision, and PayPal build active online
        communities that turn customer passion into social media
        marketing ROI. For more information on how to create lasting
        competitive advantage with the social customer experience,
        visit, or connect with us on Twitter, Facebook and
        our own brand nation – the Lithosphere.

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we help companies unlock the passion of their customers.
The Lithium Social Customer Suite allows brands to build vibrant customer communities that:

  reduce service costs with              grow brand advocay with         drive sales with     innovate faster with
  social support                         social marketing                social commerce      social innovation | © 2012 Lithium Technologies, Inc. All Rights Reserved
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Today’s top brands aren’t simply adapting to the disruptive
force of social media, they’re embracing it whole hog.
They’re rethinking traditional support strategies at the speed
of innovation and re-engineering the kinds of customer
relationships they want to develop, centering them on
collaboration and engagement.
                                                                 User Profiling and Reputation Management
Social support—the point at which online customer                The ability to identify and cultivate those who will amplify
communities, social networks, and traditional customer           your brand message—your advocates, influencers, and
service meet—is growing up. In order to meet the growing list    superfans—is crucial. A reputation management system is
of demands your social customers are making on your brand        essential to enable content consumers—who far outnumber
(and that your competitor is satisfying, by the way), brands     content creators—to separate the useful from the non-useful
must both build their own social presence and reach out          and categorize content as relevant and trustworthy. Networks
across the larger social web.                                    like Yelp and eBay thrive on user reputation. A strong
                                                                 reputation fosters trust among the community members
                                                                 and makes the individual more influential.

here are the must-haves for a                                    Social Web Integration
successful social support solution:                              The most successful social brands today are so because
                                                                 they are not only listening to but diving headlong into these
An Online Community                                              social customer conversations with gusto. They listen,
An online community is the cornerstone of a social support       acknowledge, respond, reward, explore, and engage their
solution—a business tool that encourages participation           social customers wherever they are—in online communities,
and interaction among social customers who don’t know            on Facebook and Twitter, and through mobile devices. In the
one another. Online communities help brands to get social        process, they’re tapping a veritable gold mine of business
customers to trust each other, help each other and advocate      intelligence—spontaneous, unsolicited market feedback—
for your brand. Community is at the heart of all social          which gives them the capability to meet customer needs, to
customer solutions because the community is the means by         improve satisfaction, to build long term customer loyalty, and
which customers become brand citizens.                           to maximize customer lifetime value.

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CRM Integration                                                     conclusion
Simply showing up and listening is not enough. Successful
social support systems are based on strong ties from the            Social customer conversations will continue to create buzz—
social web to the company’s internal processes, allowing all        good or bad—regardless of whether or not brands join in. A
parts of the enterprise to take action.                             social support solution taps into the enormous latent value in
                                                                    social customer networks and turns them into brand nations:
Today’s most competitive brands are not simply capturing            an online community of empowered social customers who
marketing feedback, but acting upon it. They’re folding all         willingly support and assist each other, enthusiastically rally
the valuable data they glean from social media into their           around your brand and your products, and give you feedback
business processes, knowledge stores, sales prospecting, and        that helps you keep your competitive advantage.
marketing automation tools.

Actionable Analytics
In the fast-evolving world of the social web, companies are
constantly iterating on their social engagement practices,
trying new strategies and learning from both their successes
and failures. Solid analytics are essential for all of the varied
stakeholders in the enterprise to measure the effectiveness of
their programs and to make course corrections as needed. In
the hands of people who can act on it immediately, this data
gives companies a tremendous competitive advantage.


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