What do you like best?
I really like how good of a tool Lithium is for managing social interactions across a variety of services. It's a one stop shop. Everything is logged, from a compliance, monitoring and quality perspective this makes life so much easier. We can see every conversation we've ever handled going back to the start, all conversations have their unique identifier as a reference.
Integrations are currently available for Facebook, Twitter, Google+ and Radian6 with RSS available as well, API support is in the works to expand the range of services that can be integrated.
What do you dislike?
The Analytics section is a bit lacking and makes it difficult to track a variety of analytical data paths. Publishing is not one of Lithium Social Web's strong points currently, it is limited to text, links and embedded images. Video currently isn't part of this and the content calendar for publishing can become a little cluttered. Geo-targeting is also a missing feature from the publish capability currently.
As mentioned previously Lithium Social Web is geared more towards Social Customer Support rather than Marketing. That said you can schedule content and build a basic content calendar targeting specific or multiple social accounts.
What business problems are you solving with the product? What benefits have you realized?
Lithium Social Web has had a massive impact on our Social Support strategy. There's nothing like it that we've seen out there that comes close to the capabilities that this platform has. It is an extremely robust and powerful tool which is always growing.
We've been able to reach more customers quicker on Social and listen to more content than before using Social Web. This greater reach has had a profound impact on our customer behaviour with many choosing to use Social as a first point of contact. Growth in certain channels such as Twitter as a result has been exponential.