Name: Emplifi Service Cloud
Rating: 8.1 (13 reviews)
Author: Emplifi Inc

Help Desk

Web and Video Conferencing

Customer Support

Learning Management

Education

AI Document Creation

Business Intelligence (BI)

Calendar

Collaboration

Environmental, Social, and Governance (ESG)

Enterprise

Accounting

Financial Planning and Analysis (FP&A)

Merger and Acquisition

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Job Board

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Server

Blockchain Analysis

Cloud Management

Cloud Storage

Composable Infrastructure

Container Security

Data Center Backup

Data Integration

Electronic Data Interchange (EDI)

Enterprise Printing

Event Monitoring

Fraud Detection

Function as a Service (FaaS)

Industrial IoT

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Managed Detection and Response (MDR)

Managed Security Service

Mobile Device Management (MDM)

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

SQL Server Performance Monitoring

Secure Web Gateway

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Community

Content Management

Creative Management

Customer Advocacy

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Marketing Resource Management

Mobile Marketing

Social Media Management

Survey & Forms Building

Tag Management

Web Analytics

Marketing

Interactive Whiteboard

Project Management

Professional Services

Call Recording

Customer Relationship Management (CRM)

Sales Dialer

Sales

Application Security

Cloud Security Posture Management

Security

Card Management

Clinical Data Management

Donor Management

Text Analysis

Warranty Management

Vertical-Specific

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### Customer Experience Management
Users consistently praise Emplifi Service Cloud's customer experience management capabilities for providing valuable insights and support in enhancing their digital experiences. The platform's ability to integrate with various technologies and offer industry benchmarking has proven instrumental in helping users set realistic goals and prioritize digital transformation initiatives. Additionally, the managed services team's responsiveness and expertise in crafting VoC surveys and conducting in-depth analysis have been highlighted as key strengths by users.

### Voice of the Customer (VoC
Users consistently highlight Emplifi Service Cloud's VoC platform as a valuable tool for gathering feedback and understanding customer sentiments. The platform's ability to integrate with other technologies like Adobe and Tableau is praised for streamlining data analysis processes. Additionally, users appreciate the platform's user-friendly interface and the support provided by the Astute team in leveraging VoC data to drive continuous improvements in digital experiences.

### Survey and Feedback Tools
Users consistently praise Emplifi Service Cloud's robust survey and feedback tools functionality. The tools are lauded for their ease of use in collecting real-time data from consumer surveys and comparing it to industry benchmarks. Additionally, users appreciate the platform's ability to provide different types of feedback invitations at various touchpoints in the customer journey. However, some users have expressed concerns about monthly fluctuations in survey results and the need for more modern and streamlined survey designs. Despite these minor drawbacks, overall feedback indicates that Emplifi Service Cloud's survey and feedback tools are highly effective in gathering valuable insights and driving continuous improvements.

### Customer Journey Analytics
Users consistently praise Astute VoC for its ability to enhance customer journey insights and drive digital transformation initiatives. The platform's customer journey analytics capabilities are highly regarded for providing valuable insights into user experiences, enabling segmentation by customer type, and validating design assumptions. Astute's tools empower businesses to prioritize digital transformation efforts based on empirical evidence, ultimately supporting the delivery of superior experiences for both existing and potential customers.

### Digital Customer Insights
Users have expressed some challenges with the advanced analytics and data visualization capabilities within the Astute VoC portal, particularly when working with Tableau. However, they appreciate the support and training opportunities provided by the Astute team to overcome these obstacles. Additionally, some users feel that the survey interface could benefit from a more modern and streamlined design.

### Website Visitor Engagement
User sentiment regarding Emplifi Service Cloud's website visitor engagement capabilities is diverse. While some users appreciate the insights gained through the Astute Voice of Customer platform and the ability to customize questions for a deeper understanding of visitor behavior, others express concerns about the demographic skew in respondents. The platform's effectiveness in identifying website pain points through a mix of quantitative and qualitative data is acknowledged, with a focus on continuous improvement and closing feedback loops. Additionally, the utilization of industry benchmarks to gauge performance against competitors is seen as beneficial in enhancing website visitor engagement strategies.

Growth

Free

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Emplifi Service Cloud

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Cosmetics

Kitsch

Director of Customer Experience

Consumer Goods

Johnsonville

Consumer Experience Manager

Likelihood to Recommend

Usability

In addition to websites, Astute Bot can be deployed via SMS, social messaging, and more, allowing customers to engage using the channel of their choice.

Astute Bot’s interface lets users create conversation flows with a simple drag-and-drop editor.

Astute Bot provides key analytics to give insight into the chatbot’s performance and usage.

Emplifi helps enterprises close the widening experience gap between what customers expect and what brands are able to deliver. Once onboarded, your Brand will be ready to embrace emerging trends in social marketing, commerce and care.

Emplifi Inc

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

Agorapulse

Shopify

Gladly CX Platform

Emplifi Service Cloud 2025-04-15 19:19:49

Emplifi Service Cloud 2025-03-05 13:25:13

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Home

Customer Experience Management Software

We use Emplifi Service Cloud to communicate with customers and fans who show an interest in our products, or who reach out with questions about our products or our policies or issues with their past orders with us. Emplifi Service Cloud allows us to communicate with our followers easily, and to track our history of communications with customers. Emplifi Service Cloud helps us get the most out of our social marketing by engaging with commentors.

Helps us prioritize requests based on urgency and tone
Helps us divide work between several teams
Helps us keep an eye on how our posts are being recieved and are performing
Helps us stay in contact with customers, and helps us understand particular customers needs
Helps us separate the chaff from the wheat

Better tracking of individual team members performance and activity
Not as easy to manage whitelisted accounts as owned accounts, but this seems to be an external limitation not an Emplifi Service Cloud caused limitation
Basically everything works great with no downtime, really have no complaints

Better customer retention
Lower risk of uncontrolled social media blowups due to better ability to handle high volume of incoming messages
Quicker customer resolutions and less frustration

We use Emplifi's Service Cloud as a database for all our consumer contacts. This system allows us to track food safety quality, consumer care, and overall call center operations. This tool gives us the capability to track product-related trends and ease of use as it is so user-friendly.

Repeat Consumer Management.
Product Hierarchy Management.
Knowledge base functionality.

Ability to schedule daily trend tracking reporting, which gives our quality teams real-time and actionable data.
USDA has complimented our plant audits regarding consumer complaint tracking, as we are able to track complaints from start to finish in one platform.

Emplifi Service Cloud
Formerly Astute Agent

Overview

What is Emplifi Service Cloud?