Item: Emplifi
Rating: 9
Author: Aryane Silva

Overall Satisfaction with Emplifi Social Marketing Cloud

Use Cases and Deployment Scope

I work in customer service and use Emplifi Social Marketing Cloud within the Dynamics 365 tool to respond to customers who contact us through public posts or direct messages we receive on our social media profiles on Instagram, Facebook, X (Twitter), and TikTok. Emplifi Social Marketing Cloud brings all social profiles together in a single tool, keeps a history of customer messages, and allows for content control and moderation. This means that the team doesn't need multiple logins, and everyone has access to customer contacts and messages.

Pros and Cons

Pros

Makes customer conversation history available.
Translates messages sent in other languages.
Allows public and private messages sent by the same customer to be viewed on a single page.

Cons

When a customer sends several public messages, I usually respond to them one by one, and it is difficult to know which messages have already been answered and which have not.
The translation option was particularly difficult to find when you need to enable it for the first time.
On several occasions, customers send images and photos that cannot be viewed, so I have to ask customers to resend them in different formats. I couldn't figure out why this happens, and it happens even when a customer replies to a story.

Usability

Overall, the application is very intuitive, but as my access is limited, I don't manage accounts or the team, so I can't comment on other features.I only use the feature to respond to customers directly, so I believe that usability is very practical. Although I prefer action buttons with symbols rather than just words.

Key Insights

Do you think Emplifi delivers good value for the price?

Not sure

Are you happy with Emplifi's feature set?

Yes

Did Emplifi live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Emplifi go as expected?

I wasn't involved with the implementation phase

Would you buy Emplifi again?

Yes

Likelihood to Recommend

Overall, the application is very good, but as my access is limited, I don't manage accounts or staff. I only use the tool to respond to customers directly. Therefore, I believe that the tool serves its purpose, with only a few adjustments needed to make it more comfortable or pleasant to use.

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