Lithium Technologies has released Lithium Social Web Analytics as an extension to the LSW platform, which enables organizations to engage on social channels at scale. The LSW Analytics tool empowers organizations to track what customers are saying about their brand and respond in real-time.
Unlike traditional social media monitoring tools, LSW focuses on engagement metrics, the company said. Real-time visibility allows organizations to know exactly what is happening on their social channels right when it happens. It also surfaces trends in customer discussions and shows how social customer care teams are servicing inquiries.
For example, the dashboard gives customer care and marketing teams easy-to-interpret, actionable charts with key metrics that allow them to:
- Balance agent workload: identifying activity spikes throughout the day and addressing those spikes by rebalancing resources.
- Address priority items: showing if and when high priority issues are addressed to resolve them in a timely manner.
- Manage SLA performance: providing data on how fast the team is responding to customer inquiries and helping response times fall within pre-established SLAs (service level agreements).
- Track product launches: following trending topics as a result of new product launches, organizations can publish proactive communications to address issues or provide resources.
- Review agent efficiency: displaying metrics on agent performance, training needs and workload evaluations.
The company said that social customer care is maturing at a rapid pace because of extreme customer expectations in today’s social world. According to Lithium, projections indicate that by 2017,50 percent of all sales will be influenced by digital touch points, and today, 43 percent of Americans expect a response within an hour.
“Brands need to manage extreme customer expectations, but are investing in outdated solutions,” said Katy Keim, CMO, Lithium, in a statement. “There was a huge gap in the industry for a real-time, high-volume social customer engagement tool. The LSW platform with analytics fills this gap by translating social data into meaningful feedback, so brands can make smarter decisions about staffing and improving social customer service.”