Lithium Technologies, providers of a platform that allows companies to support, serve, and engage customers across digital channels, recently launched Lithium Messaging.
Leveraging the same workflows as Lithium's Community and Social Media Management products, Lithium Messaging processes companies' digital conversations across web chat and mobile apps, tagging, prioritizing, and routing customer queries to the right agents. Whether the customer reaches out on Facebook Messenger, SMS, a social community, or a mobile app, Lithium processes that interaction and offers the company unified analytics to track success.
In addition, Lithium's Secure Verification capability allows companies to authenticate Messaging customers before requesting any private information.
"The world of customer service has been absolutely turned on its head over the last decade," said Lithium CEO Pete Hess in a statement. "Just as the invention of the phone and the call center revolutionized customer service in the 1980s, messaging and social channels are forcing brands to rethink how they serve and support customers in this digital-first era. Now that there are secure options like Lithium Messaging in the market, brands can provide seamless and secure service in the locations their customers want. Almost three quarters of customers will leave a brand and never come back if they feel they've been treated poorly. Why risk it?"
"Customer service channels can no longer exist in a vacuum," said Lithium's chief technology officer, Raju Malhotra, in a statement. "Previously brands struggled with disparate customer interactions across different channels and with customer data residing in different systems. The powerful workflows in Lithium Messaging allow brands to operationalize and scale one-to-one conversations across multiple digital channels: social, web chat, mobile and communities, resulting in a better experience for the end customer."
Lithium will support all of the major platforms, including Twitter, Facebook Messenger, SMS, WeChat, Communities, web and mobile apps. Additional integrations with major platforms will be introduced throughout 2018.