Complex Made Simple

Lithium sees great momentum in the Middle East, hosts extreme customer expectations event in Dubai

Lithium Technologies, a leader in connecting brands with their customers on social platforms, announced that it has made significant strides in the Middle East. In 2014, several new customers in the Middle East will launch Lithium solutions, including Axiom Telecom, DenizBank, National Bank of Kuwait, Ooredoo Qatar and Turkcell.

The Middle East has a growing socially savvy population. With more than 40 percent of the total Middle East population accessing the web and 88 percent of that online population using social media daily*, brands are taking note and advancing their social strategies with Lithium. Lithium is seeing telecommunications and financial service companies at the forefront of using digital platforms to connect with their customers.

Most recently, Ooredoo Qatar, Qatar’s leading communications company, worked with Lithium to launch the first dedicated online community in Qatar. The community offers an online destination for customers to ask and answer questions about services and technical issues. It provides 24/7 access to information and enables members to connect directly with Ooredoo staff.

Fatima Sultan al Kuwari, Director Community & Public Relations, Ooredoo, said: “With the launch of our online customer community we are adding another key initiative to enhance our customer experience. We are thrilled to be the first brand in Qatar to launch a dedicated online community where our customers can discuss technology, products, services and talk to Ooredoo staff directly. Working with Lithium has enabled us to harness the passion of our customers and is helping us meet their daily needs.”

As a social media pioneer in the financial services industry, DenizBank selected Lithium Social Web (LSW) to help manage their social conversations at scale. DenizBank has increased customer satisfaction by 22 percent since integrating LSW. With LSW, DenizBank customer service agents now have a platform with effective inquiry prioritization and refined metrics to help make better data-driven decisions.

“As one of most engaged brands on Twitter in Turkey, we have a significant number of customers who actively use social media and with the help of Lithium’s flexibility we can process 19 percent more conversations than before,” said Ebru Urunga, Manager of Customer Satisfaction at DenizBank. “Not only has LSW helped with customer satisfaction, we started to manage all accounts in one program which provided a 24 percent increase in agent productivity. They are helping with our bottom line.”

While companies continue to focus on business goals, they can’t lose sight that consumers now have outsized expectations on how they connect with brands because of social media. To help companies connect with their consumers, Lithium hosts the event to discuss how social and digital experiences can help companies survive and thrive in the era of extreme customer expectations. The event showcased customer case stories from Ooredoo Qatar and Turkcell.

“The Internet is rapidly changing customer expectations and challenging companies to keep up. Our success in the Middle East is validation that brands recognize this and the need to connect with consumers where they are, and that’s on social,” said Rob Tarkoff, Lithium President and CEO.”

Media Contacts
EMEA
Sandra Teuber
Lithium Technologies
+41 (79) 2237356
[email protected]