How a leading baby and children’s brand unifies marketing, commerce, and care with Emplifi

A global manufacturer of car seats, strollers, high chairs, and other products uses Emplifi for social media management, community care, UGC, and Ratings & Reviews.

The company started using Emplifi in 2021 to help them scale user-generated content (UGC) across their website, social channels, and emails.

They expanded to use Emplifi to help them manage almost every element of their digital interactions with customers, from their website to email programs and social media.

Scaling teams while maintaining cohesive brand messaging and oversight

As Direct Consumer Manager at the leading child product company, manages almost every element of the brand’s digital interactions with customers, from their website to email programs and social media.

After the brand added Emplifi UGC to their website, the manager says they saw an immediate increase in sales and conversions.

“Especially on a product page,” the Direct Consumer Manager said, “if someone hasn’t made their decision yet, they’re not ready to hit add to cart, UGC can help them cross that finish line.”

Platt said when she was evaluating UGC tools, Emplifi was able to support more collection sources than other tools, allowing her to get more social proof. This year, she expanded her partnership with Emplifi to manage social media marketing and care.

“Everything is in one place,” They said. “You guys are ahead of the game.”

Having one unified platform not only helps the top manufacturer of baby and toddler products collaborate cross-functionally but also allows them to maintain a cohesive brand voice.
Also, because of the brand’s dedication to safety, each piece of UGC goes through a rigorous review. Emplifi helped scale that process, allowing for approval workflows across their safety, legal, digital, and brand teams.

Integrating Emplifi for unified collaboration and efficiency

Previously, the team used a slide presentation to give feedback on content, but using Emplifi’s Content Hub they’re able to collaborate in real time with notes and chat, cutting the time it takes to review and publish content in half and allowing them to easily share approved and permissioned content with the email and social media agencies that they work with.

AI has helped the team increase their efficiency further using AI composer and image suggestions during the content creation process, and AI spike alerts in Emplifi Listening to keep track of large-scale events.

Enhanced efficiency, engagement, and cohesive brand management

Those efficiencies have also translated to the top manufacturer of baby and toddler products’ consumer care teams, who not only collaborate closely with Platt’s social media team but also use AI sentiment and Emplifi’s platform intelligence engine to make sure messages are routed to the correct team.

“Now our team has one tool that they can log in to and answer most social media-related questions,” the Direct Consumer Manager said. “That makes it so much easier for them to collaborate with our social media team and respond faster and more efficiently.”

For the Direct Consumer Manager, the results are clear. Not only has she seen increased efficiency, but she’s also able to get a clear picture across digital, social, and care using Emplifi’s unified analytics.

“I have visibility into all of these different areas,” they said. “By looking at what content impacted data and what tactics were driving growth, we can take a step back, look at what we’re doing, and make sure we’re planning for the future.”

And those efficiencies have translated into real results. After implementing UGC, the brand saw not only a 1.6x increase in average order volume, but customers were twice as likely to purchase. Additionally, the team was able to cut the time it takes to publish content and respond to users in half while increasing engagement by 130%.

Next, the manufacturer plans to expand to use Emplifi’s Chatbot, integrated with Emplifi Live Advisor, to provide quick answers to customer questions, as well as live video installation appointments to help with the installation of their car seats and strollers.