Exceptional social media customer service & intelligence

Build exceptional customer experiences across every touchpoint

Meet customers on their preferred channel while driving seamless social media customer service backed by unparalleled customer intelligence.

Social Care

Optimize social customer care with comprehensive case management that allows you to manage public and private messages without losing continuity. Easily route, open, track, and resolve inquiries across social and review channels using user-friendly, intuitive tools.

Advanced automation

Streamline every step of your customer care workflow with automated assignments and case status updates.

Third-party integrations

Effortlessly collaborate with CRM users to seamlessly escalate cases with complete context and data.

Integrated Listening

Respond proactively not only to engagement with your brand but also to community issues with real-time monitoring.

Governance

Easily manage permissions, SLAs, audit trails, agent views, case information, and attributes.

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Chatbot

Empower your customers with 24/7 support powered by Emplifi’s chatbot. From answering frequently asked questions and gathering leads to streamlining shopping, Emplifi’s chatbot improves customer engagement through personalized interactions, driving higher satisfaction and loyalty.

Omnichannel

Launch across your website, social media, and other digital touchpoints for a seamless user experience.

Escalate to live agents

Automated routing allows customers to escalate to a live agent or subject matter expert, and continue the conversation right where it left off.

Personalized

Answer questions, activate surveys, share order info, or provide goodwill with automated responses tailored to your brand's voice, tone, and languages.

Instant answers

Lighten your workload with AI that helps you create consistent, branded responses while maintaining full control over communication.

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Listening

Gain insights with social listening to support immediate actions and strategic decisions, using the social data needed to protect brand reputation, drive business success, and create engaging social experiences.

Actionable Responses

Quickly respond to mentions from social listening users, ensuring timely and effective customer engagement.

AI-Driven Insights

Dive deeper into actionable insights from social listening data, enabling more effective strategy adjustments.

Real-Time Monitoring

Emplifi offers real-time monitoring and alerts for critical social conversations, enabling swift responses to emerging issues.

Comprehensive Audience Insights

Access powerful visualizations and unified views of social listening data through intuitive, customizable dashboards, providing a complete picture of your audience across all channels.

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Voice of the Customer

Emplifi Voice of Customer (VoC) enables brands to truly understand customers' needs, perceptions, and expectations with innovative survey management tools, helping make faster, more informed decisions by identifying trends, correcting issues, and tracking audience shifts.