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Social CRM Software a Look at Lithium Software
Social CRM is customer relationship management in social media channels. Social CRM software will, at a minimum, be an ear on the ground for businesses and at its best will go beyond listening to creating conversations and integrating that information across multiple facets of business operations. Lithium Social CRM software provides the tools which define Social CRM Software at its best.
Lithium Social CRM Software Application: Community Platform
The Lithium Community Platform is the place where communities connected to businesses are built and grow. The company website networks with other social channels to provide engaging opportunities for dialog through forums, blogs and Q& A. This is key as your business seeks to connect directly with customers.
Forums are a Valuable Tool in the Lithium Social CRM Software’s Community Platform
Forums are the heart of the community and are venues for social customers to initiate conversations on topics of interest and/or concern to them. Lithium offers several features to keep social customers interested and engaged in those conversations. As the social customers talk and troubleshoot for one another the best answers are indicated with an Accepted Solution icon. Forum contributors who frequently provide these Accepted Solutions quickly become powerful influencers in the social conversation. Because forums can be easily searched according to key word, content or even just by Accepted Solutions, the forum content becomes a repository of peer to peer information that can be investigated according to the needs/interest of the visitor.
Lithium Social CRM Software Focuses on the Strength of Blogs in Community Platform
Blogs are another format provided in the Community Platform. Blogs are where social customers have precise conversations about the business or specific products. Social customers enjoy learning and obtaining information through social media so that up-to-date and well-informed interactions keep the community relevant and attractive. This can be key toward strengthening brand image. It is reported that the tiniest portion of the community (1 percent) is responsible for disseminating more than half of its content. Sometimes called the superfan, these community members can be powerful brand advocates within the social landscape. Lithium Reputation Engine is a tool which identifies these influential contributors and motivates them.
Social Monitoring Tools are a Strong Asset to Lithium Social CRM Software
Social CRM software begins by giving businesses the tools to hear what social customers are saying. Lithium provides companies with search capabilities to listen in across the social media landscape from blogs and forums to Twitter and Facebook. The software will separate out all spam so that searches are optimized. There is also a tool for measuring the amount and tone of “buzz” related to marketing campaigns, product releases and more. Getting real time indicators of these responses enables businesses to respond quickly and in ways that grow confidence in customer service. The Customer Intelligence tool provides specific metrics so that companies can expend energy in areas that will provide the strongest ROI (return on investment). The ‘buzz’ volume, along with other key information such as trends in community conversations and comment tracking are presented in PDF reports. This is measurable and actionable information which can be shared with other business functions such as CRM, marketing, sales and customer service.
Pros of Lithium Social CRM software
Lithium Social CRM software scans a vast array of social media channels for the most important and actionable real time information. The tools for measuring “buzz” tone and volume and trends in conversations are stand out features of the application. Ease of use also earns high marks as does the unlimited user and 50 searches allowance.
Cons of Lithium Social CRM software
Price is an issue as the software is one of the costliest available. Also, the reports, while information-rich, are exported in PDF format making them awkward to customize. Of less significance, but worth noting is the absence of Live Chat on the Lithium Support site.
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