Exceptional social media customer service & 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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A visual of the Emplifi customer care integration with Salesforce

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.

Complete customer journey

Better understand your customer’s digital customer experience across web, social, and other digital properties.

Proactive Survey Alerts

Receive alerts for highly turbulent survey response data to swiftly address potential customer issues.

Seamless integration

Easily share VoC surveys from chatbot or from Emplifi products like Community and Care.

Customizable Surveys

Benefit from out-of-the-box, self-service surveys that are fully customizable to meet your specific research needs.

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Advanced Reporting

Unlock unique insights to adapt and evolve your social and care strategies.

Detailed data analysis

View performance metrics in aggregate or broken down by case, agent, or team properties.

Actionable insights

Understand how topics, issue types, and product trends change over time to make informed decisions and drive strategy.

Cross-platform insights

Easily aggregate and compare data across multiple touchpoints to better understand your customers.

User-friendly

Make reporting easy, for anyone in your organization, with intuitive dashboards and visualizations that can be easily scheduled to your inbox.

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What our clients say

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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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"Emplifi gave us the tools we needed to understand the full scope of our customer interactions. We could sort through the noise, identify the most pressing concerns, and ensure that our customers felt heard and valued. Without Emplifi, handling this situation would have been far more challenging."

Ana Marín Head of Content Marketing, Coppel

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"Emplifi and its team are not just a customer experience platform to us. They have become an integral part of our organization, always ready to provide assistance, guidance, and support."

Antonio Pedrazzini Digital Marketing Manager, Del Sol - Woolworth

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"The ease of the integration for our team to send the coupons out in a couple of clicks and it’s in the hands of the drinkers instantly. We’ve seen our customers use the digital card within the same day they have received it. It’s crazy fast and it’s been so successful for us and our drinkers."

Erik Neumann Consumer Relations Manager, Boston Beer

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"With the Emplifi CRM system we moved from a manual environment to an automatic, completely integrated platform that has massively decreased our handling time. Thanks to the response generation functionality, we no longer need to produce and match mailing labels, allowing us to respond to customers more efficiently."

Kenna Hess Manager of Consumer Relations, Bush’s Best

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