Social software provider Lithium Technologies today released the biggest product rollout in its 14-year history. The San Francisco-based provider — conferencing this week  at the Marriott Marquis in San Francisco — is fresh off its 2014 acquisition of Klout. It claims more than 700 milllion people use the Lithium-Klout online platform monthly.

“If you can’t differentiate on the product front, it makes the customer experience all the more important,” Katy Keim, chief marketing officer and GM of Lithium Social Web (LSW), told CMSWire. “The products Lithium is launching were specifically designed to help businesses scale to meet rising consumer expectations, and deliver the best possible experiences to their customers.”

Better Listening

Today Lithium releases:

  • Experts and Mobile Agent
  • New Integrated Profile
  • Updated Ratings/Reviews
  • New Value Analytics feature for Lithium Communities
  • Updated Salesforce Connector
  • Broader set of listening APIs
  • New software developer kit (SDK)

Keim said anyone in a business who touches the customer can use the platform, including customer service and marketing professionals, specifically those in social CRM, social customer service, community management or social media marketing.

Lithium’s customers typically come on the enterprise side, such as Virgin Atlantic Airways, Best Buy, AT&T, Barclays, Canon and Autodesk. 

What's behind the products?

Lithium Integrated Profile: With recent enhancements to the Klout algorithm, a user’s expertise on a specific topic can be determined. This has now been added to Lithium Communities. Users can identify experts in topics important their community, identify and reward their top customers and influencers, understand those customers and deliver a “more personalized experience that helps grow the community engagement.”

Shared Dashboard and Monitor Wall: Employees can respond to customers across social channels and communities and help teams (and executives) get insights on customer trends and issues in real time. Users can configure and update dashboards and visualize data trends in social channels. “These insights can be instantly actioned to solve a crisis before it becomes one,” Keim said, “and handle both service and support needs as well as marketing opportunities.

Lithium Mobile Agent and Experts. Customer care teams can tap into the right experts across the organization to get customers answers.

Company ‘Momentum’

Lithium officials see the reported $200 million acquisition of Klout a year ago as a differentiator. Keim told us Lithium’s communities see more than 100 million unique visitors every month.

“That’s more than Pinterest, and just about the same as Snapchat,” she said. “Add to this the 600 million online profiles scored by Klout, and you have access to an absolutely huge set of data on customers that your brand can leverage. Competitors don’t have anything close to this.” Keim said most social listening and monitoring tools may work well on popular networks like Facebook and Twitter. But, she added, Lithium’s “goes deeper into the social web and monitors third party websites such as TripAdvisor and Yelp, and branded communities that live on company websites, to make sure that brands are aware of any and all online conversations they need to be in on.”

Keim deferred CMSWire’s pricing questions to the company’s pricing page

Asked about integration challenges, Keim said Lithium launched today a Salesforce Connector that provides integration between Lithium’s platform and Salesforce so data can be shared between the two systems.

“We are also launching new listening APIs that let Lithium Social Web customers obtain data from any social network or third party community,” she said. “And finally, we have a new Lithium Software Developer Kit (SDK) that lets developers use source control and their own tooling to customize the Lithium platform.”

Lithium Integrated Profile and the SDK are in beta now with expected availability in July. All other products and enhancements are available immediately.

“The biggest competitor we face is customer inertia,” Keim said, “when brands don’t realize that customer expectations pose a very real threat to their business and, as a result, aren’t willing or able to evolve fast enough.”

Lithium first became Lithium in 2001. Before that, around 1998, it was an online community for gamers. Lithium currently has 300-plus customers, and 400-plus employees, the company claims.