Great for high volume Direct Messages
March 31, 2024

Great for high volume Direct Messages

Katy Cumberland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Analytics
  • Dashboard
  • Community

Overall Satisfaction with Emplifi Social Marketing Cloud

We use Emplifi Social Marketing Cloud for the management of all our Social Media Direct Messages. This is includes 2 Twitter/X accounts, an Instagram, and a Facebook. With Direct Message volume on average in the 2,000 message range, Emplifi Social Marketing Cloud allows us to easily track who has been replied to, provide assistance, and organize the tickets with labels. It's more organized than any of the native platforms, makes our lives easier by keeping it in one place, and allows us to respond right away to provide the best experience to our fans and customers.

Pros

  • Organizing Incoming Messages
  • Allowing Quick and Easy replies through the platform
  • Data and Insights through custom labeling and dashboards

Cons

  • Would love more robust search parameters for labels. ex. search for tickets labeled 'Availability' AND 'United States' but excluding any that are only one of those labels
  • Ability to break conversations into multiple tickets; so labels can be more accurate if the same person reaches out again after 3 months with a totally different question
  • The social account quick view doesn't always load the follower count for people reaching out to us. it makes it slower to manager messages from high level creators
  • Replying to Direct Messages from all platforms in one place
  • Seeing Messages that were sent from native platforms and through Emplifi Social Marketing Cloud
  • Social account 'Quick View' on the side when clicking on an incoming message sender's profile
  • I don't have solid numbers, but the time save of having only one platform that I need to work through allows me to go through over 2k messages a week quickly and efficiently.
Kustomer is great for our Email and Chat tickets, but was less optimized for social media. It was less organized regarding incoming channel (including public comments with direct messages in the same ticket) which made it difficult to accurately reply to customers with the info they needed.

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Emplifi Social Marketing Cloud go as expected?

Yes

Would you buy Emplifi Social Marketing Cloud again?

Yes

For all general Direct Message management, Emplifi Social Marketing Cloud is great. It keeps conversations organized and allows team members to do all their work in one platform.

For public facing social management, there may be some gaps when you are not the top level poster of content, and sometimes gaining context in lengthy exchanges can be easier read on native platforms.

Emplifi Social Marketing Cloud Support

I've only had to reach out to support twice, and both were things that weren't actually issues. One was an outage on Meta's end, the other was user error. The team was quick to reply with accurate information, they were kind and provided the assistance they could.

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