Breaking down silos: How Emplifi helped G2A improve customer experience

The challenge

G2A is a leading online marketplace for video game enthusiasts with millions of active users around the world.

The company's social media channels were becoming increasingly complex to manage, and evaluating campaigns was a time-consuming process. The team had been relying on internal sheets to answer users' questions in DMs and comments, which was inefficient and made it difficult to keep track of customer inquiries.

Without a unified tool for managing customer inquiries across all social platforms, G2A faced several challenges. The team was unable to add notes, assign people, categorize and forward cases to the right people, gather statistics, and make reports. As a result, it was becoming increasingly difficult to ensure that customer inquiries were being handled in a timely and effective manner.

This put a strain on the support team, who were struggling to keep up with the high volume of customer inquiries. The lack of a centralized system for managing inquiries also made it difficult for the team to collaborate and work together effectively. There was a risk of important messages getting lost in the shuffle, which could potentially impact customer satisfaction levels.

G2A needed a solution that could help them streamline their support process and improve response times. They needed a tool that could centralize all customer inquiries in one place, making it easier for the support team to manage and respond to messages. They also needed a tool that could provide powerful social media management tools to improve collaboration and communication between social media managers and the support team.

The solution

Emplifi and G2A share a long history. Since 2016, they have worked together towards the same goal: to provide G2A customers with a seamless experience that improves over time.

That's why Emplifi worked with G2A to implement a comprehensive solution that would let social media managers and support teams work together seamlessly. The platform allowed them to collaborate on customer inquiries, share information, and resolve issues more quickly and efficiently than ever before.

With Emplifi, G2A was able to automate many of their support processes, freeing up the support team to focus on more complex inquiries. The platform also provided detailed analytics and reporting, giving G2A valuable insights into customer behavior and preferences.

The results

Since implementing Emplifi, G2A's social media team has been able to measure the performance of various types of content and campaigns using the autolabeling options provided by the platform. This has made it easier for the team to classify different types of messages and problems reported by users, resulting in a shorter customer journey and a more professional support experience on social media channels. The team has also been able to improve collaboration and communication between departments, resulting in better decision-making when creating content. All data is now in one place, and the team has access to social media post archives dating back to 2016.

Meanwhile, G2A's customer support team has been able to label messages, add notes, and assign colleagues as needed, resulting in improved efficiency and productivity. The team can now easily gather statistics and create reports using the dashboards provided by Emplifi. Options such as adding notes, assigning people, and labeling messages have greatly streamlined the team's daily work and made it easier for colleagues to understand what a case is about. As a result, the team is now able to reply to users more quickly, improving overall response times and customer satisfaction levels.

Thanks to Emplifi, both G2A's social media and customer support teams have been able to collaborate more effectively and work together towards a common goal of improving the customer experience. The centralized platform has made it easier for both teams to manage customer inquiries and streamline their daily workflow, resulting in improved communication, faster response times, and higher customer satisfaction levels.