How Emplifi turns social customer service into a CX powerhouse

Key points

• Emplifi unifies social marketing, commerce, and care in one shared workspace, giving teams full customer context and enabling seamless handoffs that eliminate duplicated effort and customer frustration.

• Built-in AI supports every team with case summaries, intelligent routing, response drafting, and automation—helping brands handle higher volumes faster while reducing burnout.

• By combining social listening with private support data, Emplifi surfaces emerging product and experience issues early, transforming customer feedback into actionable insights before problems escalate.

Today’s customers don’t separate your marketing from your support. They discover content on TikTok, tap product tags on Instagram, ask questions in your comments, and send DMs when something goes wrong. But internally, marketing and customer care often operate in silos. Social teams are small, overwhelmed, and responsible for everything from content to community engagement. Care teams receive partial context or none at all.

Our 2026 State of social media marketing trends eport shows that 76% of marketers feel at least occasional burnout, and nearly half say they “absolutely want more joint planning.” Fragmented tools and disjointed workflows are major contributors — and a major barrier to delivering fast, consistent experience on social channels.

This is where Emplifi’s unified platform changes the equation.

1. A unified workspace connecting marketing and care

At the heart of Emplifi is a unified platform — a shared environment where marketing, commerce, and care teams access the same inbox, the same customer history, and the same view of every interaction. When a customer comments on a post, sends a DM, or opens a case, agents see the complete picture instantly.

This eliminates the need for customers to repeat themselves and prevents messages from being lost between teams. A marketer can escalate a sensitive issue to Care with a single click, and the customer experiences a seamless handoff behind the scenes. Brands like Dine Brands have reduced their average social case handling time by 80%, while Vessi cut their daily DM and comment handling time in half — proof of how powerful a unified workspace can be.

2. AI that supports every step, for every team

Emplifi’s AI Co-Pilot enhances the work of both marketers and support agents by reducing busywork and accelerating decision-making. Instead of reading long, emotional customer messages, agents receive a concise AI Case Summary that highlights the core issue. AI-powered intelligent routing detects urgency, sentiment, and topic so messages land with the right team immediately. And for repetitive questions — from order status to sizing or availability — AI chatbots offer instant, always-on help.

On the marketing side, AI assists with drafting on-brand responses to social comments and analyzes engagement patterns that help teams refine content strategies. Across the board, teams become faster and more focused. Salomon achieved 70% faster routing accuracy, while Freshpet handled 40% more inquiries while reducing wait times by nearly a third.

3. Predictive intelligence from social + support signals

One of Emplifi’s most unique advantages is the connection between social listening and customer care. Instead of treating listening as a marketing-only function, Emplifi combines public conversations with private customer messages to offer a real-time, holistic view of emerging issues.

If there’s a spike in complaints about a defective product, delayed shipment, or confusing policy, the system surfaces these trends early — often before they escalate into viral frustration. The platform automatically categorizes and tags recurring themes, transforming raw complaints into actionable insights. Crayola used these signals to identify an emerging customer trend and turned it into three new product SKUs.

This isn’t just reactive support; it’s proactive, predictive intelligence.

4. Unified Analytics that bring every team to the same table

Emplifi’s robust social media analytics connects metrics from social marketing, customer care, commerce, and product feedback into a single source of truth. Instead of juggling separate dashboards or reconciling conflicting KPIs, teams share a unified view of performance across the entire customer journey.

Executives see how social engagement impacts conversions. Product teams understand what customers are saying. Care teams see trends that inform staffing, automation, and training. Marketers see which moments in the journey drive loyalty or create friction. With one analytics engine powering cross-team visibility, decision-making becomes faster and far more aligned.

Why this makes Emplifi a CX powerhouse

By unifying social media marketing, commerce, and customer care, Emplifi solves the fragmentation that holds brands back. Teams collaborate instead of duplicating effort. AI reduces workload instead of creating more. Insights become actionable, not buried. And customer experience becomes consistent across every touchpoint.

The result is a platform that helps brands deliver faster responses, reduce burnout, improve product and content decisions, and build stronger customer relationships. Social care is no longer a cost center — it becomes a strategic engine for loyalty, intelligence, and growth.

Emplifi doesn’t just support social customer service. It transforms it into a true CX powerhouse.