Item: Emplifi
Rating: 5
Author: Ana Cuellar

Overall Satisfaction with Emplifi Social Commerce Cloud

Use Cases and Deployment Scope

We use Emplifi Social Commerce Cloud with Go In Store, it is a service we are using for more than 5 years. We use this service to give to our customers a O+O experience by giving in-store assistance from our digital channels. The scope for us is to provide the best experience to our customers, and this means giving special assistance whenever they need, and thanks to Go In Store, we achieve this. Thanks to this technology we are able to connect our in-store assistants to our customer. Our customers can connect from our webpage and chat or video call with someone physical from our stores.

Pros and Cons

Pros

Support
Trendy
Experts

Cons

Go in store 1 to 1 chat is too basic
Shopstream is too basic

Return on Investment

Live stream even if we have it included, we are not using it which is very sad, this is because our business does not have the time to create new content and we are not getting inspiration nor ideas
Live advisor is great to get more users and more traffic however in terms of CR and ROI is very low. We are considering not having it because it is giving more work to our in-store assistants and is not returning any investment.

Usability

I think Emplifi Social Commerce Cloud, and I am only talking about live advisor is getting old, it is not developing new features so this is why I am giving this score. There are a lot of things that could be done with live advisors such as 1 to 1 chat, multiple chats at one time, or automatic replies or AI suggestions to reply. Live advisor should be a tool that helps the in store assistant to sell more, not to have more work. The service do not understand the journey of the live advisor in store.

Alternatives Considered

Klarna Checkout and Salesfloor

We selected Live Advisor Go In Store because at that moment, it was complete and more useful. However now our brands are looking for something different, something that will help the Live Advisor to make things better and easier. We are looking for solutions more into 1 to 1 chat and AI and customer care. We expect to have new technologies that give more personalized experiences to our customers while also helping our live advisors to sell more without interrupting their work in the stores.

Key Insights

Do you think Emplifi delivers good value for the price?

Are you happy with Emplifi's feature set?

Yes

Did Emplifi live up to sales and marketing promises?

Did implementation of Emplifi go as expected?

Would you buy Emplifi again?

Likelihood to Recommend

Since the beginning we had an amazing team with Go In Store, since there was a change of management with Emplifi, all the support has declined a lot, now it is not clear who is doing what. Now it seems that the people are not communicating internally and they have missed opportunities. There is no proactivity as it was before.

Comments

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Used to be better