1. The Challenge
Social media is a real-time channel for the brand to have authentic conversations with
customers on their terms. But achieving this higher purpose of social has been incredibly
difficult for marketers, and technology that was meant to help has only made things worse.
Social marketers spend an average of 3.3 hours a day using technology, when bandwidth is at
a premium. As social media manager Darren Jones from The Post Office UK said, using various
marketing tools “became a headache. We spent more time on admin, rather than doing the fun,
creative side of marketing” to drive business results. Why?
• Marketers get bogged down in mountains of data and are only able to extract the
minimum value from it. Shouldn’t marketers be able to work smarter and make
decisions—like when or what to publish—based on data? Shouldn’t they know more about
their customers and the best way to develop those relationships?
• Social is too often planned and managed in a vacuum. Instead of connecting social to
integrated digital campaigns, or collaborating with Customer Service, it’s trapped in a
single purpose tool. But what happens when, for example, Marketing plans a campaign
around a product that’s having service issues? Or scheduled social posts are planned on
separate calendars from scheduled emails?
• The sheer volume of conversations (both inbound and outbound) leaves teams drowning
in spreadsheets, emails, and docs, because that feels more efficient than using the tools
they purchased. Time wasted on inefficiency is money down the drain, but damage to the
brand and customer experience is even more costly. How can marketers prevent mistakes
or react quickly when they’re juggling high volumes with ad hoc tools?
The Solution
Marketers need an easier way to confidently plan and publish smart content. Marketers also
need technology that adds concrete value, not steals time. Finally, technology should help
teams collaborate and respond faster to customers, with a full understanding of who they are.
PRODUCT OVERVIEW
Reach the right audiences and
respond with precision
The Post Office UK reduced average publish-
ing time by 56%—to just 20 minutes—while
boosting engagement (to trend organically) and
conversion for its #LoveSundays campaign.
StubHub improved response times by 300%
(from 60 minutes to 20 minutes) and reviewed
over 50,000 inquiries per month. Said Mary C.
Hill, Customer Service and Social Media Manager
at StubHub, “We now have a trusted relationship
with customers on social like never before.”

2. How We Help You
Lithium brings Marketing, Customer Service, and other parts of the organization together
with an intelligent design to rally around a better customer experience. You no longer need
to choose between standalone tools and manual steps. Teams can plan from the same
Omnichannel Calendar, share data-rich customer profiles, and execute better together.
Lithium uses data science to help Marketing, Customer Service, and other customer-facing
teams collaboratively drive engagement, response times, and business results with a smart
platform you will actually use.
Content planning and publishing at scale
• Trade complexity for intuitive design, while still supporting hundreds of users.
• Manage integrated campaigns with an Omnichannel Calendar of events, campaigns, social
posts, digital tactics, emails, and community posts.
• Stay aligned across teams with Campaign Briefs.
• Assign roles and deliverables with Task Management.
• Drive campaigns with a Production Dashboard to see all content in progress (pending
approval, needs content, etc.) and a visual Timeline of key campaign milestones.
• Drag and drop assets and easily organize content by campaign.
Data-driven decisions to improve engagement and efficiency, powered by Klout and
ongoing data science research
• Lithium’s Automatic Content Publishing Algorithm—Forget sifting through data or just
guessing the best time to publish each piece of content. For example, if you wanted to
post your “5 safety tips for skydiving” message sometime in the afternoon on October
10th, Lithium can automatically select the best time to publish in that timeframe.
This algorithm is based on the social network, your brand’s past engagement history,
the behavior of this audience, and other factors specifically for your brand.
• Lithium’s Content Recommendation System—Surface trending content as inspiration
around a topic (from over 7,000 topics). For example, if you wanted to post something
around skydiving—but weren’t sure what yet—Lithium crawls and categorizes every link
posted on social and bubbles up the best-performing skydiving content for you.
• Prove successes to stakeholders with a real-time dashboard of curated metrics
(and visualizations). That way, you don’t have to routinely distribute or request reports.
They are at your fingertips and constantly refreshed to anyone in your company.
Lithium Reach was created in part-
nership with marketers at 15 global
brands. 100% of them felt “very
satisfied” with the product, and 91%
reported “better efficiency” than
any other tool they used. In fact,
efficiency was shown to increase
by an average of 50% overall.

3. Advanced customer service capabilities to support the largest volumes
• Respond with context using the most holistic customer profile, containing information
across social networks, interests, Klout influence score, tags, CRM systems, and
internal notes across departments. Even thread past conversations (whether public or
private messages) and community interactions (like expertise and authored reviews)
into a single record.
• Track the impact of marketing campaigns on Care, or route campaign messages in a
certain way, using tags.
• Understand and visualize deep Care metrics, like granular SLA customization, time-of-day
activity to staff efficiently, and measure response time performance by agent to uncover
individuals who need more training.
• Filter inbound conversations, route to the most appropriate agent, and designate priority
(with 6 priority levels) within a single column to keep agents laser focused on the work
relevant to them. Machine learning ensures this process only gets smarter without
manual work.
• Automatically identify sentiment, which can be tuned for sensitivity and adjusted
manually by the agent to meet business reporting needs. Measure how interactions with
Care changes sentiment to justify investment decisions.
• Leverage the latest Care functionality on every platform including Facebook
Messenger private messages, and Twitter’s Customer Feedback feature and Direct
Message deep linking.
To learn more
For additional information about Lithium or Fast Track, please contact your Lithium Account
Representative or visit lithium.com
Engagement has
increased by 25%, on
average, for brands
using Lithium.
Symantec decreased response
times from 24 hours to 5 minutes
while increasing response volumes
by 162% with Lithium

4. Lithium builds trusted relationships between the world’s best brands and their customers, helping people get
answers and share their experiences. Companies in more than 34 countries rely on Lithium to help them connect,
engage, and understand their customers. With more than 100 million unique monthly visitors over all Lithium
communities and another 600 million online profiles scored by Klout, Lithium has one of the largest digital
footprints in the world. To learn more, using that data and the company’s software, Lithium customers boost sales,
reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. To find out how Lithium can
transform your business—and to share the experience enjoyed by 300 other leading brands around the world, visit
www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is a
privately held company headquartered in San Francisco.