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.

1. 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 lithium.com, or connect with us on Twitter, Facebook and
our own brand nation – the Lithosphere.
request a demo
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
lithium.com | © 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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