Emplifi vs. Wildfire Interactive (Discontinued) vs. Agentforce

- Very well suited to grabbing top-level and more in-depth social performance data, across campaigns and BAU activity. - Not as well suited for moments where you need benchmarking or context of your performance compared with a previous time frame. This can be a bit clunky to go back and forth with as it requires multiple dashboards or consistent manual time-frame changes.

Incentivized

The transition to Google has been painful - key contacts are no longer available.

Based on experience with Salesforce’s Agentforce, it is best suited for scenarios that require autonomous decision-making within a structured CRM environment, moving beyond simple chatbots to handle end-to-end tasks. It is least appropriate for tasks requiring high empathy, complex human judgment, or when the underlying data in Salesforce is chaotic and unmanaged

Incentivized

• Publishing - takes a bit of time, but publishing all content together makes planning and execution much more efective
• Community - really simple one board collecting of all our social messages makes replying simple
• dashboards - widgets and customisation allow for multiple dashboards tracking various campaigns and goals

Incentivized

• Content scheduling on FB, TW, and PIN
• Social media management
• Basic analytics of post engagmemt

Incentivized

• It can accurately understand the full context of customer requests
• Identifies customer sentiment in real time
• Delivers knowledge-based answers while corrects indicates the source

Incentivized

• Would love more robust search parameters for labels. ex. search for tickets labeled 'Availability' AND 'United States' but excluding any that are only one of those labels
• Ability to break conversations into multiple tickets; so labels can be more accurate if the same person reaches out again after 3 months with a totally different question
• The social account quick view doesn't always load the follower count for people reaching out to us. it makes it slower to manager messages from high level creators

• The entire product is quite dated - in our two years with the product, only the visuals have been updated. While other products have added things like multi-platform entries, Wildfire is essentially the same as it has been since our first experience with it.
• In its self-service mode, the product lacks some essential features like mandatory likes and white label.
• Embedding a whitelabel contest is a major undertaking, and requires quite a bit of work within the Facebook developer panel.

• Allow bigger text messages
• Be more clear when using html
• Call other variables available in the org

Incentivized

the balance between quality and price si perfectperfect for agency that have many client to manage, because it helps us to save time (we don't have to plan content from every single account, only one click to look at different community and moderate...)it also help the team works: senior can review content direcly from emplifi; labeling DM/comments as done help us to track where a collegue stop and we have to startIt makes the content approval from clients very easy

Incentivized

Our initial contract with Wildfire Whitelabel was for $30,000/year, as we progressed we found several alternatives for significantly less. We used this to our advantage to lower the second year to $17,000 with the limitation in the level of support (they call this their "core" subscription). Support has been quite bad.

During our contract, we also asked for quotes on some custom work, but never managed to get an answer (or actual quote). Now two years into our contract, the limitations and lack of development are enough for us to find a different solution. Newcomers to the market like Rafflecopter, WooBox and PunchTab are delivering much better results for a fraction of the price

Since the main use of the Live Advisor is on the website that doesn't have e-commerce capabilities, it has been challenging to attach an specific metric to Emplifi's solutions and their usability in our websites. The Live Advisor is helping us to deliver our unique sale proposition in digital channels, which is great, but it is difficult to assign a higher mark in usability due to the limitation just explained.

Incentivized

Very easy to use, almost anyone can learn how to build a comprehensive promotion.

It would be around eight to say the UI is simple, it is like the Salesforce interface, so I don't have to look at what options sits there and what happens. That's something that is easy to understand. From a UI standpoint, it's really good. It functions on the layman day-to-day language, so that's really good. Why I scored a eight and not a nine or a 10 is because the missing off that context when you restart the conversation, that's an area which Salesforce needs to iron out and then maybe a 10 or 10.

Incentivized

I have never been kicked out of Wildfire service. Always up and running.

Easy to perform tasks and quick to upload changes to your promotions.

Every time I've reached out to our account manager or even support in general, they've been there. I love the fact that I can always ask for help. Also, the chat function within the tool is helpful as well. It is something I always look for in a solution because when you're in the middle of working, and there is an issue, you can quickly reach out and get an answer.

Incentivized

Phone and email support were always available to us when we needed it.

The online training was fine but, in the end, the best way to learn any product is by actually using it.

Gave me a thorough rundown on everything the software does. Sometimes it is difficult to run through it all over the phone/internet, but I was able to figure it out myself.

The platform is so easy to understand that no "expensive consulting firm" is necessary to implement it!

Simple to use and very effective in increasing user engagement on both social channels and website. Noticeably helped raise TOS.

Its so much better and more stable and easier to work with their team If you're on Agora you should switch, you wont regret it and you'll probably get a better price. I used to deal with Agora breaking in some odd way every week, and Emplifi Service Cloud hasn't broken in any way in the almost a year we've used it.

Wildfire was a merely an adequate social media tool when it existed as a standalone, but it just couldn't compete against other players like Sprout, Falcon, and Sprinklr.

Incentivized

We did evaluate the EVA bots, which are coming in market for Salesforce effectiveness. Those bots are good, but they're based out of very traditional use cases in the life sciences space. Agentforce is very, very advanced, right? Eva can talk about a typical sales rep coming in, logging in the day, log their entire day, and then probably having a simple text to reporting kind of a view. And that's it. Agentforce gives me a lot of insights, it gives me a lot of actionable insights. It uses its own brain. That's where Salesforce is an AI company. So we trust the Salesforce banner for it to innovate more and more, more and more. And that's where we chose Agentforce over.

Incentivized

• Volaris was able to improve their positive sentiment by 7% in their user-generated content (UGC).
• The optimization of content management workflows led to them becoming the second-most-popular airline brand in Mexico and the USA in 2022 according to Emplifi.
• By tracking our content performance with Emplifi, we were able to improve our creatives and increase the total shares by 15% vs. previous the year.

Incentivized

• Our TOS and engagement with our fans increased when implementing this.
• Social metrics Wildfire provided for the different brands allowed sales opportunity to increase social worth and ultimately increase cost on advertising initiatives.

• Frees up frontline support staff
• We have lowered our support case load around 10%
• We can train staff on the platform and standardise it across the business unit

Incentivized