Lithium Technologies announced T-Mobile has implemented Lithium Social Media Management to support its social team’s customer service efforts. T-Mobile is known for providing awesome and personal digital experiences to customers across social channels. With the power of the Lithium platform, T-Mobile’s social team is now able to centrally control and manage multiple touchpoints, power millions of conversations, and drive smarter decisions through data.
“At Lithium, we’re committed to building products that empower global businesses to connect with customers in the moment on their channel of choice,” said Rob Tarkoff, president and CEO at Lithium. “We want to work with brands who have the vision to build an operation to make this happen and T-Mobile is a fantastic example of how brands can achieve this – at massive scale.”
On the product front, Lithium supports the new Twitter Custom Profiles feature, enabling personal human-to-human conversations on Twitter at scale. T-Mobile was the first to market with this new capability, a clear indicator of the brand’s relentless innovation on behalf of its customers. Initial results with the Lithium platform are impressive with T-Mobile’s social team responding an average of 16,500 times per day to customers, and achieving a lightning fast average response time of 3 minutes 23 seconds (industry average for brands is 1 hour 24 minutes).
Lithium powers social media management for more of the industry’s highest volume brands than any other technology1, making it the preferred engagement platform for any business taking a digital-first approach. Altogether, Lithium helps their customers engage in more than 2.6 million conversations per month, an average of 60 new conversations per minute across social channels at any given time.