Lithium Technologies, a company that develops software for Social Customer Experience, recently announced that it has completed the acquisition of Social Dynamx, an enterprise social customer care platform that helps brands respond to social conversations.
According to the terms of the agreement, the companies have integrated their respective solutions to come up with a combined offering named Lithium Social Web. The solution will allow the companies to enjoy complete social customer experience across communities on websites, public social networks and mobile devices.
“Social media has radically transformed customer experience, yet 70 percent of complaints directed to brands via Twitter are ignored,” Lithium president and CEO Rob Tarkoff said. “This demonstrates the challenges brands face in responding to their consumers in a timely way, at scale and cost effectively. The addition of Social Dynamx to the Lithium platform reinforces and extends our ability to help brands drive down service costs and increase customer satisfaction and engagement by bringing community experts into the dialogue earlier.”
Lithium makes it easy for social customers to share ideas and experiences with other fans. Also, they can increase engagement levels in key social channels and gain valuable brand insights. All they have to do is select a LevelUp app to fit with their social marketing objective: Q/A, Ideas, Top Fans, Discussions or Contests. All apps are easy to create, fully customizable, and endowed with features like game mechanics, analytics, moderator controls, and more.
On the other hand, the Social Dynamx is designed for large enterprises and customer contact centers to identify, prioritize and manage millions of one-to-one social conversations in real-time. Through automated prioritization, enterprise-grade workflow, and role-specific user interfaces, we enable brands to redefine their relationship with their customers through all social media channels, blogs and peer-to-peer communities.
“Lithium and Social Dynamx set a new standard for scalable customer engagement through community,” Betzer said. “Combined, we have even more opportunities to drive real, meaningful business results for our customers.”