Lithium Recognized in Gartner’s Market Guide for Social Customer Service Applications

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“By 2019, requests for customer support through consumer mobile messaging apps will exceed requests for customer support through traditional social media.”

-Gartner’s Market Guide for Social Customer Service Applications, Jenny Sussin, Guneet Bharaj, 28 September 2016

In this report, Gartner advises IT application leaders to evaluate social customer service applications that will enable them to move beyond reactive engagement and provide proactive customer service. To do this, organizations must:

  • Determine whether they need external community software and/or social media engagement applications
  • Evaluate the strengths and functionalities of current vendors
  • Take an integrated approach to holistic social strategy, including social customer service

Are you equipped to choose the right vendor to support your social customer service strategy?

“Customer service applications that go beyond reactive engagement to proactive customer services…enhance customer satisfaction, increase brand loyalty, and can make social media an integral part of a multichannel customer engagement center strategy.”

We believe Lithium is included in this report because it provides a single platform built to meet enterprise demands for full-featured social customer service, marketing, and community management.

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization