Emplifi Debuts Social Customer Care Platform

The Social Care offering enables brands to serve their customers seamlessly across social and digital channels

Emplifi, the unified customer experience platform, is enabling brands to provide customer care on social media and messaging apps, with the launch of Emplifi Social Care. Part of the Emplifi Unified CX Platform, Emplifi Social Care empowers teams outside of the service center to help support the volume of customer requests that come in across social media channels. Now, marketing, brand and product teams can respond to customer cases using a powerful combination of chatbot technology and intuitive case management tools, elevating social customer care while boosting performance.

When customers need one-to-one assistance that goes beyond the intelligent chatbot experience, Emplifi Social Care automatically connects them to a live advisor to instantly address their needs. Now teams of retail consultants, product specialists, or brand ambassadors have all they need to queue, route, manage and resolve customer requests at scale from Facebook, Instagram, Twitter, WhatsApp and other social platforms.

“Today, people use social media and messaging for nearly everything — discovering new products, researching purchases, sharing their experiences, and receiving service and support,” said Alex George, Chief Product Officer at Emplifi. “Emplifi Social Care enables enterprises to serve customers with that immediate social experience, helping to drive a much better customer experience across digital channels.”

According to research from McKinsey, three-quarters of online customers say they expect help within five minutes. And as Emplifi’s own research has revealed, it only takes 2-3 bad customer experiences for the vast majority of consumers (86%) to abandon a brand to which they were once loyal. “In short: Expectations are high and so are the stakes,” said ​CX & Marketing Expert, ​Jay Baer. “Brands need to delight consumers at every step of the customer journey and be quick to respond with the right information and support when their customers need help. Conversely, brands that provide in-the-moment, proactive care improve their overall brand reputation and customer loyalty.​”​

Emplifi Social Care integrates directly with Emplifi Social Marketing Cloud and comes standard with Emplifi Social Commerce Cloud. It also integrates with Emplifi Service Cloud to ensure more complex customer cases can be managed by service departments without losing context or continuity.

• eCommerce teams can step in at crucial points during the purchasing process, offering timely information that helps boost conversion rates and increase average order values.
• Social media marketing teams who outgrow community management tools can leverage Emplifi Social Care to help provide greater assistance with an instant view of the customer’s history, and one-click access to relevant product information, policies, FAQs, and more.
• Cases can be escalated to Emplifi Service Cloud anytime, equipping live agents with a full customer profile and context, so customers never have to repeat themselves. Emplifi’s Service Cloud provides businesses with enterprise-class case management, customer engagement tools and workflows.

Emplifi Social Care provides managers and administrators with real-time dashboards to monitor and analyze the volume of cases across social media channels, including the ability to route customer comments and queries to the right teams based on priority, channel, and other custom business rules – as well as assign permissions to teams or individuals. Administrators can configure what actions each team or advisor can take to optimize outcomes, while ensuring governance at all times.

“By unifying and empowering marketing, commerce and customer care teams with an intuitive, integrated, customer engagement tool brands can deliver timely and empathetic experiences to their customers at scale,” added George. “As found in the study by Forrester Consulting, forward-thinking brands are integrating care and service as part of every department’s remit – not just the responsibility of the service center ‘after the sale’ – and Emplifi Social Care is built to help these teams do just that.”