1. Home
  2. Social Commerce Platforms
  3. Emplifi Social Commerce Cloud Reviews
  4. User Review of Emplifi Social Commerce Cloud
Live Advisor for B2Bs in the Building Material Sector
October 25, 2023

Live Advisor for B2Bs in the Building Material Sector

Anderson Gomez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Emplifi Social Commerce Cloud

We are using the Live Advisor solution in some pages on two of our websites. This solution includes live video calls, share scream and basket creation, and rate the call at the end. The main purpose of the tool is to bring the opportunity to website users to have a instant call with one of our bathroom expert designers. We are also developing the opportunity to use the service in our regular virtual appointment service, integrating the solution with our appointment service, to create event calendars and manage appointments.
  • Having an Executive Account Manager with weekly calls
  • Have a daily report of the activity with key metrics to follow up performance
  • Emplifi is open to test new use cases with us, being flexible with their Service Level Agreement (SLA)
  • Our group of companies is based on Windows and Android operative systems and the updates of the Emplifi apps have different schedules for each operative system which is a pain when you want to have a streamlined process across your tech stack
  • We wanted to use our own in-house appointment service to integrate with them, which showed to be challenging. Emplifi doesn't own the test environment making longer to develop, test, and release solutions.
  • The reporting process that I said is good, also has frequent issues and is common to receive an email every week or so informing on a problem. The impact of the issues have been small, but it creates doubts about the strength of Emplifi's internal processes
  • Live Advisor has helped increase customer engagement in our digital channels.
  • Rating and Reviews is helping us to assess the performance of our Virtual team, and the metrics pulled from this feature allow us to pay according performance
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.
We are assessing new functionalities to bring retail attention to our website. Within the scope of this vision we found a product in Emplifi's portfolio that could help us on moving in the right direction. At the moment is on hold because it is not a priority in our strategic roadmap, but could be an opportunity in the near future.

Do you think Emplifi Social Commerce Cloud delivers good value for the price?

Not sure

Are you happy with Emplifi Social Commerce Cloud's feature set?

Yes

Did Emplifi Social Commerce Cloud live up to sales and marketing promises?

No

Did implementation of Emplifi Social Commerce Cloud go as expected?

Yes

Would you buy Emplifi Social Commerce Cloud again?

No

Emplifi's support and commercial teams are always available and ready to give support. Emplifi is also open to test new use cases, even though they are beyond contractual terms. That is amazing. They need to work on the processes to guarantee a streamlined integration with customers' technology, offering more options to those willing to develop in-house their solutions, and to keep an accurate reporting on time.