Facebook Customer-Care Combination: Lithium Technologies Acquires Social Dynamx

By David Cohen 

Consolidation hit the social customer-care sector Tuesday, as Lithium Technologies announced that it acquired Social Dynamx and rebranded their combined offerings as Lithium Social Web.

Financial terms of the agreement were not disclosed. Lithium said it will maintain the Austin, Texas, office of Social Dynamx, and all regular employees are expected to join Lithium, including CEO Mike Betzer, who will lead Lithium Social Web and report directly to Lithium President and CEO Rob Tarkoff.

Lithium clients include AT&T, BT, Best Buy, Indosat, Sephora, Skype, and Telstra, while Time Warner Cable, Dish Network, and Convio highlight the Social Dynamx customer roster.

The two companies said Lithium Social Web will offer companies a fully integrated social customer experience across social networks, websites, and mobile devices. They added that Lithium Social Web identifies relevant customer conversations on social channels such as Facebook, Twitter, communities, and the broader social Web, and intelligently routes them to company agents to maximize efficient responses to customers and reduce costs, allowing agents to easily embed suggested content from their Lithium-powered communities in response to customer issues.

Features of the complete Lithium Social Customer Experience Platform include:

  • Lithium Communities, which enables brands to create vibrant, branded, peer-to-peer customer experiences on their websites.
  • Lithium Social Web, which allows brands to deliver proactive customer care on social networks at scale.
  • Lithium Mobile, which extends the reach of Lithium to smartphones and tablets.
  • Lithium Social Media Monitoring, which provides insights, sentiment, and quotes from social conversations.
  • Lithium Customer Intelligence Center, which measures the effectiveness of social programs across the entire portfolio.

Tarkoff said:

Social media has radically transformed customer experience, yet 70 percent of complaints directed to brands via Twitter 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.

We have always been 100 percent focused on helping brands build their relationships with customers. I’m incredibly proud that we have now delivered on an even stronger promise of enabling a superior, integrated customer experience across social networks, the Web, and mobile devices. Lithium is the one company that helps companies truly get serious about social.

Betzer added:

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.