Lithium Technologies is a San Francisco-based provider of software that allows businesses to connect with their customers on social media and digital channels. Lithium was founded in 2001 as a spin-out from GX Media, which created technologies for professional rankings and tournaments and now hosts a number of popular gaming sites. The company's founders include Lyle Fong, Michel Thouati, Kirk Yokomizo, John Joh, Nader Alizadeh, Michael Yang, and Matt Ayres.

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Lithium Technologies
Lithium Technologies
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  • As you may have heard, 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 that they will switch to a new v2 API at the end of April. Lithium has been working diligently to update our integrations to switch to this new API. To prepare for a smooth t...

Lithium Technologies
Lithium Technologies
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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 ch...

Lithium Technologies
Lithium Technologies
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  • The Knowledge Management team is excited to announce that today we are launching the new Support Center in the Lithium Community. Content from the FAQs section of Product Documentation will be migrated to the Support area. This space will feature frequently updated help articles to assist you with troubleshooting, organized by product for your convenience. These solutions can also be sorted by lab...

Lithium Technologies
Lithium Technologies
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  • Over the last few years, there has been a fundamental shift in the way consumers connect with brands to get their questions answered and problems solved. At one time a consumer’s initial reaction to a printer breaking or their cable TV going down was to 1) take a deep breath, then 2) pick up the phone and begin the arduous process of waiting on hold listening to elevator music. Now that has shift...

Lithium Technologies
Lithium Technologies
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  • The shift to digital-first customer service Over the last few years there has been a fundamental shift in the way consumers connect with brands to get their questions answered and problems solved. At one time a consumer’s initial reaction to a printer breaking or their cable TV going down was to 1) take a deep breath, then 2) pick up the phone and begin the arduous process of waiting on hold list...

Lithium Technologies
Lithium Technologies
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  • The evolution of digital and social media has dramatically changed the entire customer service dynamic. Online communities and social media channels have now become increasingly important methods for getting support or answers to simple questions. In fact, according to Sapio Research, 73 percent of consumers are more comfortable now than they were two years ago reaching out via digital channels fo...

Lithium Technologies
Lithium Technologies
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  • We are excited to announce that we will again be offering four workshops at our CX Live Pre-Conference day on October 3rd in Austin, Texas.  Please see below for the full course descriptions and other important details. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot.  If you have any questions, please post in the comment section and we would be happy...

Lithium Technologies
Lithium Technologies
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  • We all know it’s coming—the day when bots assume a majority of customer service operations. In fact, Gartner has predicted that by 2020, 85% of all customer interactions with a company will be handled without human involvement. Forrester reports that 86 percent of consumers already regularly engage with bots, while 65 percent of service providers are investing in chatbot infrastructures and artifi...

Lithium Technologies
Lithium Technologies
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  • The last year has been big—we added new customers, new employees, new products, and expertise. We're hoping to make this year even bigger with the launch of our new global customer event—"Lithium CX Live". This event will focus on product and customer experience, with thought leadership, knowledge sharing, best practices, and training. Join us as we build the next generation of CX together in Aus...

Lithium Technologies
Lithium Technologies
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  • You may have just blinked. In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change. It can be really hard to stay afloat. After all, the only constant in t...

Lithium Technologies
Lithium Technologies
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  • This is no April Fools joke; congratulations are in order! March was a great month in the community- lots of action around our customer stories- like Jawwy and Consorsbank.  Not to mention a few stellar #MigrationMondays, featuring ' awesome journey in digital CX.  But we did have some absolute winners this month. Congratulations to our top contributors: , , and !  Jason is always on top of it. ...

Lithium Technologies
Lithium Technologies
Blog Post
  • Lithium CX Files: Consorsbank Explains the Importance of Being Customer-Oriented in Today’s Digital World “We’re still on a journey to learn.” Michael Herbst – Senior Expert Social Media, Community Manager, Consorsbank Now four years since its official launch, the ConsorsBank Community has really come into its own, becoming a core piece of the business’s broader customer engagement and social cu...

Lithium Technologies
Lithium Technologies
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  •   Jawwy from STC is a new digital mobile experience for today’s digital generation in Saudi Arabia. Jawwy was looking for one platform to manage all social interactions, including strong community forums with a smooth interface that put less stress on their customer care team, while providing the best-in-class experience to their customers. Jawwy wanted to provide a cross-channel experience, wit...

Lithium Technologies
Lithium Technologies
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  • I like to think SolarWinds has a pretty solid corporate sense of humor, especially surrounding that little four-letter word: GDPR. From the placard on the door of my boss's office reading "GDPR Readiness Valedictorian" to the various satirical Game of Thrones "GDPR is Coming" knockoff stickers you can find in various cubes, it's hard to miss the ominous feeling. Don't feel dread, get read...y. Get...

Lithium Technologies
Lithium Technologies
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  • 3 Foundations of Great CX to Make Your Brand a Customer Favorite “By 2020, Gartner Research predicts that 90% of brands will begin to leverage social media to manage customer service efforts. In fact, the brands that take action on this trend now will be the most likely to be successful customer service experiences in the future.” – CX in the Age of Social Media Your customers are using social c...

Lithium Technologies
Lithium Technologies
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  • Pi Day is celebrated annually on March 14th (3.14). π is mathematically equal 3.14159.. and is equivalent to the ratio of a circle’s circumference to its diameter. This year marks the 30th observation of Pi Day, all the more reason for brands to PIck 2018 to get in on the fun! Take a look at how some of our customers found the “PI”cture-perfect way to commemorate this day! Funko found a mini pie...

Lithium Technologies
Lithium Technologies
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  • There comes a time in every man/woman/undefined's life when we succumb to the masochists who fill the desks in our accounting departments and set our annual budgets. I'm using the term "masochist" with adoration. These people sign my paychecks. #TheGreatMigration is no exception. SolarWinds has always been incredibly generous in ensuring we have enough budget to continually grow and develop our TH...

Lithium Technologies
Lithium Technologies
Blog Post
  • This year, Brandwatch complied a new report that took a look at which brands are delivering the best customer experience — and we’re excited that some of our customers were included! Customer experience encapsulates each unique feeling a customer has about a brand. Ultimately, every new campaign launched by a marketing team, product release, store opening, and investment made in a brand is done to...

Lithium Technologies
Lithium Technologies
Blog Post
  • Every day we make simple and complex decisions. There are a lot of factors that go into our decision-making process. Some factors are very clear, others are subtler. Take a moment to think about the last time you made a big purchase – a new computer, a winter coat, or an all-inclusive holiday package. To start your purchase journey, you probably checked out a brand’s digital channels: a website,...

Lithium Technologies
Lithium Technologies
Blog Post
  • Congrats to Lithium Customers Who Won Stevie® Awards! We are so proud of our customers who won Stevie® Awards this year! The Stevie Awards are considered the world’s premier business awards and they honor and create public recognition for the achievements of organizations and working professionals around the globe. While there are many categories, our customers excelled in the Customer Service an...

Lithium Technologies
Lithium Technologies
Blog Post
  •  I'll be honest, Lithy, I missed you last week. Things went a little crazy on our creative side, so I found myself working on some cool deployment projects instead of writing for my favorite blog. What's new? I'm glad you've asked! You'll notice the next entry of this blog has changed to a new name, #MigrationMondays. That being said, this week I'm making this much less about migration and figured...

Lithium Technologies
Lithium Technologies
Blog Post
  • Lithium is moving all customer communities to full HTTPS encryption. This change better protects your organization and your end-users, while paving the way for performance improvements and great, new features. Lithium is deprecating support for the following community configurations with Community release 18.2 (March 2018): HTTP-only community mode "Mixed mode" HTTPS support These configuration...

Lithium Technologies
Lithium Technologies
Blog Post
  • Short month doesn’t mean we are short on engagement...  4 weeks and 3 awesome contributors made our community flourish this month! There was quite a buzz in ideas, discussions, and knowledge base! Congratulations to , , and  ! Jason never fails to give us awesome solutions, like this one.  Jason is an exceptional community manager for Bunnings, but we love that he can simultatneously be one of ...

Lithium Technologies
Lithium Technologies
Blog Post
  • TAM Blind Dates and a Case History Mystery Remember blind dates? Yeah, I don't miss them, either. I’m so grateful for dating apps. A couple of weeks ago I had a brief interaction with my new Lithium TAM on a call with Aurea. The meeting was quick, the interaction was limited, and the mood was nervous, but that feeling of butterflies in my tummy never went away. It’s that same feeling you get on a ...

Lithium Technologies
Lithium Technologies
Blog Post
  • With Community release 18.1, we are announcing a deprecation path for referencing assets within Community skins using the asset FreeMarker context object get method. Lithium is enforcing this change to improve Studio Publish performance and reliability and to ensure that SCSS compilation (translating SCSS to CSS) is done as efficiently as possible. While we generally recommended against using Fre...

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