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EMPLIFI CARE

Every social conversation, every social channel. One care experience.

Today’s consumers turn to social media for customer support, and it’s easy for brands to fall behind without the tools to bridge the gap. Emplifi Care is the right tool, a powerful social customer care solution that unifies social media interactions with your CRM. From real-time automation to omnichannel case management, you’ll gain the tools to scale support, respond faster, and deliver seamless customer experiences, all from one platform.

  • Connect your social channels to your CRM
  • Streamline case routing and team collaboration
  • Improve response times, reduce operational costs

Ready to see how it works? Book a personalized demo today and discover the smarter way to manage social care.

Book a demo today

Thanks for reaching out. A member of our team will reach out soon to help you get started with Care.

Benefits

The customer service gap no one is talking about

More and more users are turning to social media to ask questions, solve issues, and share feedback, and they expect fast, personalized responses. Emplifi Care helps you meet customers where they are, streamline your responses, and build loyalty.

55%

The percentage of social media users who jump to Facebook for customer service-related issues.

Social is the new front door for customer service. Meeting your customers on their timetable is crucial.

70%

The percentage of social media users who leave a brand after 1-2 bad experiences.

Consumers today expect to get support on social media. And not just eventually, but fast.

customer service experience best practices
Industries

Customers demand fast, personalized, and consistent service, especially on social media

Every time a customer reaches out, you have a choice: build trust or risk losing it. In service-driven industries, there’s rarely a middle ground, just moments that matter.

Retail
High volumes, but no visibility into recurring complaint
Finance
Customers expect trust and speed, missing context leads to churn
Media
Delayed escalations, no tracking across channels
Travel
Real-time expectations, but fragmented support
Features

Scale support without sacrificing experience

When consumers need help, they’re not thinking about what’s convenient for your brand. They go straight to where they already are. And that’s social, and 1 of 3 consumers expect replies to tags and DMs within one hour.

Automated case routing

Ensure every message reaches the right hands, immediately. Emplifi Care’s automated case routing lets you direct incoming messages based on topic, urgency, language, or social channel. Whether it’s a product complaint in Spanish on Instagram or a high-priority delivery issue on Facebook, our smart routing system helps your support team stay organized and efficient. No more manual triaging or missed messages, just smooth, intelligent workflows that scale with your customer volume.

Unified inbox

Stop switching tabs and chasing notifications. With Emplifi Care’s unified inbox, your team can view and respond to all direct messages, comments, and brand mentions from across your social channels in one centralized interface. Say goodbye to fragmented conversations and hello to streamlined support, faster response times, and complete visibility, all from a single source of truth.

CRM and support platform integration

Bridge the gap between social interactions and your internal systems. Emplifi Care integrates seamlessly with leading CRM and customer support platforms, such as Salesforce, allowing your team to sync customer information, create and update support tickets, and access conversation context directly within the tools they already use. That means fewer clicks, more informed responses, and a smoother customer journey, from first interaction to resolution.

SLA tracking and spike alerts

Emplifi Care includes built-in SLA tracking to help your team meet response time goals and Spike Alerts to notify you of sudden surges in incoming messages or sentiment changes. Whether it’s a trending topic, a viral complaint, or a service outage, you’ll be equipped to react quickly and protect your brand reputation before issues spiral.

Agent workflows

With customizable views, permission settings, and case filters, Emplifi Care lets you tailor the interface to match your team structure and priorities. Empower agents to focus on what matters most, while supervisors maintain oversight with audit trails and workload visibility. It’s intuitive, scalable, and built to support teams of all sizes.

Case Study

How our customers benefit from Emplifi Care

99.8%
of cases can now be handled efficiently through the connected syste
70%
faster case handoff with seamless routing to customer service teams
45%
reduction in response time achieved by moving from community management to Care
"What really sold me on Emplifi was being able to plug all our social channels into one place. It’s made it so much easier to unify our teams and get everyone on the same page with our strategy. Having one powerful tool for reporting and collaboration means we’re not just managing social, we’re helping and coaching different teams across the business. It’s become the hub of our entire social strategy."
Adrien Marchand Global Social Media Manager at Salomon
Read the full story
Release notes

What’s new in Emplifi Care?

For Care cases that are escalated from Care to Salesforce automatically, you can now configure Care to store information about your customers in Salesforce person accounts.

If you operate across multiple time zones and teams with varying working hours, this is going to help you accurately track time-based operations and evaluate the performance of your Care agents.

You can now use Community and Care to communicate with your customers via WhatsApp Business. Community downloads messages from your customers, and you can manage them just like any other types of content: reply, assign to Community agents, add labels, and escalate to Salesforce and Care.

In Care, when using a case view, you can now quickly filter cases in the view by the time the case was created or the time the last message was posted to the case.

Using this filter helps you find the cases from a certain time period, which is especially useful if you need to perform specific operations on multiple old cases at once (for example, assign them to a Care agent, delete the cases, and so on).

In Care, you can now filter cases in case views by message type (comments, posts, direct messages, mentions, and so on). The message types are those that are determined in Community.

Interested in a complete list of Emplifi Care product updates?

Additional resources

Learn more about social customer care

Here’s how top brands are cutting response times and scaling smarter with social.

 

Ready to fuel your CX and social media marketing?

Discover how Emplifi boosts efficiency, increases revenue, and scales your social media management — whether you have a small team or a complex product. Let’s talk today.

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What can you expect?

  • A partner who cares about your strategy and objectives
  • Live demo showing how we differentiate from the pack
  • No pressure, just advice
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