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EMPLIFI CARE

Social media customer service software for loyalty & support

Provide timely, empathetic support on the channels your customers prefer. Strengthen loyalty, resolve issues quickly, and create meaningful connections through exceptional social media customer care.

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Improve customer relationships without burdening your team

Manage public and private customer communication all from one place, and anticipate your customers’ needs proactively to build stronger brand loyalty.

80%

Reduction in average handling time.

Set up advanced workflows that eliminate the need for manual case assignment.

10x

Increase in resolved cases after streamlining the customer care process with Emplifi.

Respond faster to more customers for improved customer satisfaction.

Work efficiently with advanced automation and governance

With initial onboarding of weeks, not months, create advanced automation, SLAs, and audit trails to maintain brand standards, resolve the most critical cases first, and monitor agents.

Dive into advanced reporting to understand performance and caseload

Emplifi’s Unified Analytics and customizable dashboards give you a complete picture of your customer care team’s most important metrics, allowing you to anticipate issues before they arise. Tailor your strategy and make adjustments that can further empower your business.

Make each customer the priority with personalized responses

Address and resolve customer issues from every channel, including escalating cases with complete context to your CRM, with dynamic placeholders. Save time with auto-filled case information for detailed communication that’s edit-free, and prioritize cases based on AI-scored urgency.

Collaborate and scale with your customer care team

Automated workflows for case assignments make getting cases to the right agent simple. Emplifi’s Care solution helps track approvals, assign cases to others, and add notes for agents, with complete customer data for teams of all sizes.

Unlock new possibilities for social customer service with Emplifi Care

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How our customers benefit from Emplifi Care

Customers

Emplifi has made life a lot easier. The whole process has been smooth, from working with our wonderful customer success manager, to implementing and managing the tool, the Emplifi team was available, responsive, and knowledgable.

Alex Bresette Director of Guest Relations

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"For Bath & Body Works, embracing digital transformation was essential. It’s more than just using technology as a tool. It’s about speaking the language of our times to connect deeply with our customers. It’s the blend of technology and personal touch that defines our customer success experience."

Mahmoud Zammar Marketing Executive, Bath & Body Works

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"Every customer engagement is an opportunity to enhance our relationship and create a great experience for our community. That's why (Emplifi) is an integral part of our community management strategy. With Emplifi's easy-to-use interface, we can close the gap in cross-team communication so we can give our customers the attention they deserve."

Osmat Awar Director of Corporate Communication and Social Responsibility, McDonald's RICC

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Frequently asked questions

What channels are available for Emplifi’s Care solution?

Emplifi’s Care solution offers social customer care through channels such as Youtube, Instagram, LinkedIn, Facebook, X, WhatsApp, TikTok, and Google Business Profiles. You can also integrate Care with your CRM of choice, such as Salesforce.

How does Emplifi Care support proactive engagement?

By leveraging advanced analytics, AI-driven insights, and smart workflows, our Care product can help you anticipate customer needs and respond proactively to mitigate issues before they become too complicated. Complete customer history and sentiment analysis helps agents address concerns quickly to enhance satisfaction and loyalty.

Does Emplifi support multilingual customer care?

Yes, Emplifi Care supports over 100 languages. While automatic translation is available, we recommend assigning agents who can speak the native language for optimal case handling.

What features are available for Emplifi Care?

While the list of available features is long, some key components include a unified inbox for open cases, automated workflows and escalation rules for agent assignments, sentiment analysis to address urgent messages, case status tracking, seamless escalation to CRMs, and customizable responses. These are coupled with deep insights and reporting to provide customers with positive experiences at all times.

Who can benefit from using Emplifi’s Care solution?

Our customer care solution is designed for brands of all sizes and industries who want to prioritize delivering exceptional customer experiences. Streamline customer interactions or manage high volumes of inquiries with a platform created to enhance efficiency and ensure consistency. This solution is particularly valuable for organizations that need multi-channel customer support with actionable insights into customer behavior.

Explore additional social customer care resources

Learn more about social customer care and the power of exceptional digital customer journeys across all touchpoints.

How can I best align my team for social customer care?

What do customers expect from brands for social care?

How does social care fit into the customer experience?

How can social media play a role in customer care?

How can we integrate AI into our social care strategy?

What are best practices around customer self-service?

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