Brands must be equipped to deliver amazing service across channels. Today’s consumers expect frictionless digital experiences across every digital screen, channel, and step in their journey. They don’t want to provide details you should already know, or answer the same question twice. The right solution will integrate consumers’ conversations and experiences, maintaining context along every step of their journey. And in order to provide a truly unified customer experience, both service agents and marketers need a holistic view of the customer they are interacting with.
To meet this challenge, we are excited to announce three new features: the Lithium CRM Connector, Manage View, and Common Analytics . Now you can deliver a more seamless and personalized customer experience, keep a better pulse on social conversations, and consolidate analytics by:
1. Integrating Lithium SMM with Salesforce, Microsoft Dynamics, or ZenDesk to create a unified view of the customer with the bi-directional CRM Connector. By connecting data (like contact information or loyalty status) from Lithium SMM to core CRM systems, brands can provide more context to agents so they can address and serve customers more effectively.
2. Creating custom views to better monitor, filter, organize, and respond to conversations happening across social channels with Manage View. This feature helps you track trends, identify emerging crises, and monitor specific conversations or audiences, while our existing Response functionality is designed for your agents engage at scale.
3. Accessing all Lithium analytics (including multiple communities) from a single space with Common Analytics. With this release, Lithium Social Intelligence (LSI) is now accessible from SMM Analytics. This makes it easy for you to manage, track, and measure social and community data together in one place.
USAA, a U.S.-based financial services company, has recently leveraged the CRM Connector to pull social data from Lithium SMM into their CRM for a unified view of contacts across channels. With this connection of data, USAA can execute a full cross-channel strategy and deliver a more personalized and seamless experience for their members. In fact, the Lithium CRM Connector has already empowered USAA to cut the time it takes for customer care documentation from 24 hours to 1 hour – a 95% time on task savings. Check out our case study to learn more.
You can read more information about each of these features in our SMM release notes here. We’d love to hear your feedback on this release! Comment on this blog post below, and stay tuned for more feature announcements.
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Facebook and Instagram are reevaluating the information they share with others and have begun making changes to help protect the privacy of their users. As part of this effort, they recently announced a switch to a new v2 API .
Lithium has been working diligently to update our integrations and completely switch to the new required Instagram API. In order for you to migrate, you must complete the steps below as soon as possible. By completing these steps promptly, you will ensure that your information will continue to flow through Lithium seamlessly. Waiting to complete these steps may result in your integrations failing to work as expected. If you have already completed these steps (including emailing Lithium support as directed in Step 4), no further action is required on your part.
1) Convert your Instagram account to a Business Account and link to your Facebook pages.
Facebook and Instagram require you to have an Instagram Business Account that is connected to your Facebook page in order to have an Instagram integration in Lithium. Note that you can only connect one Instagram account to one Facebook page, and vice versa, so you will need to have as many Facebook pages as you have Instagram accounts. This is required for all Instagram accounts that are managed in Lithium.
Learn how to convert your Instagram account to a Business Account here
Learn how to connect your Instagram account to your Facebook page here
2) Add and verify all your Facebook and Instagram integrations to Lithium SMM.
Facebook now requires that brands link their Facebook pages to Instagram accounts. This means that, for every Instagram account that you want to add to Lithium SMM, you MUST link it to a Facebook page. To link your pages, you will need to add your integrations in Lithium.
To add your Facebook account to Lithium, follow these steps
To add you Instagram account to Lithium, follow these steps
3) Reconnect all your Facebook accounts.
In order for Lithium to switch you to the new Instagram API, you will need to reconnect your Facebook account:
Log into Lithium SMM
Navigate to Admin
Go to Social Integrations
Click the Edit button for the Facebook page you need to reconnect
Click the Reconnect button
Make sure your pop-up blocker is OFF. If your pop-up blocker is on, the reconnect screen will keep spinning, and it will appear that nothing is happening.
Add your Facebook credentials
4) Toggle each Instagram integration off and then back on.
You must toggle each Instagram integration off and then back on under Admin > Social Integrations. Be sure to disable the integration for about 10 seconds before turning it back on.
5) Contact Lithium Support to associate your Instagram account with your Facebook page in Lithium.
Our Support Team will help you link your accounts. You can only map one Instagram account to one Facebook page. They cannot overlap. Please fill out the following template and file a case through the portal after you have reconnected your Facebook account.
Subject: Enable Instagram Publishing
Hello, Support Team!
Will you please connect the following Facebook and Instagram accounts?
Facebook: [ Facebook Page Name 1 as seen in Admin > Social Integrations ]
Instagram: [ Instagram Account Name 1 as seen in Admin > Social Integrations ]
Facebook: [ Facebook Page Name 2 as seen in Admin > Social Integrations ]
Instagram: [ Instagram Account Name 2 as seen in Admin > Social Integrations ]
Our Support Team will alert you when they’ve linked your accounts and migrated your integration to use the new Instagram v2 APIs. By completing these steps as soon as possible, you will ensure that your information will continue to flow through Lithium as expected.
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At the end of last year, Apple announced Business Chat – "a powerful new way for organizations to connect with customers directly from within Messages." You can think of Business Chat as iMessage for brands. The feature will allow consumers to talk to a company's service agent in iMessage, make payments via Apple Pay, and schedule appointments, depending on the brand's needs – all over a secure channel. The first 15 minutes of this video provide a solid introduction (the rest of the video is mainly for developers). You can also read more about Apple Business Chat in this TechCrunch article.
If you'd like to take part in Lithium's Apple Business Chat beta program, we’re here to support you – please follow these steps to get started.
Register your interest with Apple here
This will take about 15 minutes
Be sure to name an executive (and make sure they confirm their email address)
Indicate that you work with Lithium in the “CSP” section near the end.
Let us know about your interest by contacting your Lithium Account Representative or visit lithium.com. We are here to help make sure you get properly registered and started.
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Whether you’re schoolin’ your friends or coworkers at this year’s gingerbread house making contest or simply pulling some fresh-baked cookies out of the oven just in time for Santa’s arrival – or, in all reality, to stuff into your own mouth without any shame whatsoever – many people find themselves cooking up a storm during the holiday season. (For all of you culinary geniuses out there, we say THANK YOU!)
And although we love when momma gives her TLC touch to everything that comes out of the kitchen, one of the greatest things about baking during the holidays is that it’s a perfect opportunity to spend time with the family. Or...to put family to work! (We’re onto you, Mom!) But while sweet treats are baking in the oven, why not crack open our festive, downloadable Family Holiday Activity Kit to get some fun ideas for passing the time? It’s basically our version of a holiday card this year – and our own way of saying thank you to all of our amazing customers for being a big part of the Lithium Family. Thanks for putting us to work in your social media “kitchens.”
Now, here’s a way that you can pitch in on something we’re cooking up. The holidays always get us into the spirit of giving. So, this year, we’ve pledged to donate $1 to UNICEF every time the link to our Family Holiday Activity Kit is shared across social media along with the #lithiumholiday2017 hashtag. We’d love your help in spreading the word. Please take a few seconds – it will literally only take a couple of seconds – to copy, paste, and share the link now or simply click to tweet below: http://pages.lithium.com/holiday-kit.html
Thanks for getting into the spirit of giving with us! We so very much appreciate it. Now, it’s our turn to give you a little something in return: our fifth tip for spreading holiday cheer! Go rummage through your kitchen to find sugar, flour, eggs, chocolate chips, sprinkles, and all of your baking essentials. Then download the Family Holiday Activity Kit to see what fun surprise is hidden behind colorful snowball number five. We’d love to tell you what’s there, but we wouldn’t want to ruin a sweet surprise, now would we? (Your inner sweet tooth will thank us!)
From our family to yours, thanks for helping Lithium spread some holiday cheer this year!
Click to Tweet: #HappyHolidays from @lithiumtech! Check out our amazing Family Holiday Activity Kit today! Spread a little holiday cheer – share the link with the #lithiumholiday2017 hashtag and we’ll donate $1 to @UNICEF for every share: http://lith.tc/holidaykit
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