Dive Brief:
- Lithium Technologies added two new tools – Value Analytics and Lithium Cohort Benchmarking – to its Community Health Index, giving users more measurement both within their community and in comparison to similar brands.
- The Value Analytics tool offers community performance metrics including Net Promoter Score, customer satisfaction and call deflection.
- Cohort Benchmarking allows for comparisons with competing brands across geography, industry and maturity on metrics including unique visitors, replies and solutions.
Dive Insight:
“For years businesses have been wrestling with knowing they need to have a strong social presence, but not having the right numbers to quantify the business impact of their social strategy,” said Rob Tarkoff, president and CEO of Lithium Technologies, in a statement.
Lithium used its trove of data, which it has accrued over the past 14 years from its 400-plus communities that see about 100 million unique monthly visitors, to outline best practices and build out its offerings.
Kriti Kapoor, global director of social customer care at HP, said its support site gets over half a billion visits a year making that community a cornerstone of HP support.
"Given this high volume, it’s essential that we’re continually looking to improve the customer experience and the new Cohort Benchmarking does just that by drilling down into exactly what adjustments we need to make to our Community – often at the feature or page level – to stay ahead of the game," Kapoor said.
Both new tools are available immediately for Lithium Technologies users.