Social CRM & Mobile Care

Acquisition unites and scales social engagement across brand websites, social networks and mobile devices

California-based social CRM solution provider, Lithium Technologies (News - Alert) announced a major acquisition that is expected to reinforce its position in the social customer experience space and enable its clients to enhance customer engagements across the social media channels, cost-effectively.

Lithium has acquired Social Dynamx, the one- year old start-up providing enterprise social customer care platform that enables enable brands to redefine their relationship with their customers through all social media channels and peer-to-peer support communities through automated prioritization, enterprise-grade workflow, and role-specific user interfaces.

The acquisition will allow Lithium to offer a fully integrated social customer experience solution, called Lithium Social Web. The news solution will help the companies serve their customers on diverse social channel, respond to their needs and enlist them as brand advocates or experts. While deployed across the communities on websites, public social networks and mobile devices, the solution can improve agent productivity by more than 25 percent and significantly enhance community engagement, its maker claimed in a media release.

The product, which comes integrated with Lithium Communities, is currently available.

Social media has changed the way, companies communicate with their customers and customers engage with brands. Social media has also increased the customers’ expectation around service. But in the absence of proper tool, the companies often fail to revert back to the customers in a timely and sufficient manner. The joint solution called Lithium Social Web, featuring Social Dynamx technologies will help address this gap, by giving the companies access to detailed customer support metrics and analytics as well as routing and prioritization engines.

“Social media has radically transformed customer experience, yet 70 percent of complaints directed to brands via Twitter (News - Alert) are ignored. 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 president and CEO, Rob Tarkoff, explained in a statement.

Social Dynamx CEO, Mike Betzer (News - Alert) will join Lithium's executive team, reporting directly to Tarkoff, and will lead the Lithium Social Web business. All Social Dynamx regular employees will be absorbed by Lithium. Social Dynamx's office at Austin, Texas will also be maintained by Lihtium.

“"Lithium and Social Dynamx set a new standard for scalable customer engagement through community. Combined, we have even more opportunities to drive real, meaningful business results for our customers,” Betzer noted in a statement.