Item: Emplifi
Rating: 10
Author: Sam Co

Overall Satisfaction with Emplifi Service Cloud

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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

Usability

Its more powerful than our previous tool, and everyone is able to figure out how to use it with just minutes of training

Alternatives Considered

Agorapulse

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.

Key Insights

Do you think Emplifi delivers good value for the price?

Yes

Are you happy with Emplifi's feature set?

Yes

Did Emplifi live up to sales and marketing promises?

Yes

Did implementation of Emplifi go as expected?

Yes

Would you buy Emplifi again?

Yes

Other Software Used

Gladly Customer Service, Shopify

Likelihood to Recommend

Works great for our needs, as a very social media forward mid sized company aimed at selling very instagrammable products. Works great for replying to ad comments, as well as holding prolonged DM conversations as well as transferring an issue over to our main CS platform. We haven't really used it for scheduling or as our main metrics engine, so can't comment there.

Comments

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Amplify with Emplifi Service Cloud