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Over promise, under deliver
January 12, 2024

Over promise, under deliver

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with Emplifi Social Commerce Cloud

We use the platform for eCommerce calls on a partner website. Several users connect directly to consumers to demo products and support online sales. From customers directly interested in sales, to supporting products, the experts demonstrate and teach about the products through voice and video.
  • Strong connection to customers
  • Ability to hand off call to another live agent
  • Easy to use platform/app
  • Reporting lacks customization; only daily and weekly reporting on their cadence
  • Lacks quality customer support after account is established
  • Long waiting times on issues being resolved
  • Lack of customization of app and tools to fit business needs
  • Limited managerial tools to determine agent availability or call quality
  • Promises of features or quality pre-purchase do not match actual product
  • Sales conversion is still not in place so not able to tell ROI
  • Reporting in general lacks ability to distinguish ROI
The app itself is very usable and easy to navigate. I give a 4 because the reporting and back end aspects make it difficult to grade as an overall solution. I feel it's below average for what is expected.

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

No

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?

No

Would you buy Emplifi Social Commerce Cloud again?

No

If you are just looking for a stable platform with a good interface to connect with customers, Emplifi Social Commerce Cloud is a good solution. However, if you are looking for a platform that allows managers to review or join calls to ensure quality or ensure representatives are online and available for customers, look elsewhere. In addition, reporting is more or less automated, and if it is not functioning do not expect a quick solution or answer from their support. In my experience, it's been months without reporting showing accurately, and nobody from their side can seem to give an answer. In my opinion, very poor post-purchase support and what we were promised does not match up to what we have been given.