Singapore — Emplifi, a unified customer experience platform, is enabling brands to provide the next level of customer care on social media and messaging apps with the launch of its new Unified customer experience (CX) Platform component – Emplifi Social Care.
Emplifi Social Care empowers teams outside of the service center to help support the volume of customer requests that engage from social media channels. Now, marketing, brand and product teams can respond to customer cases using a powerful combination of chatbot technology and intuitive case management tools, elevating social customer care while boosting performance.
When customers need one-to-one assistance that goes beyond the intelligent chatbot experience, Emplifi Social Care automatically connects them to a live advisor to instantly address their needs. Eventually, teams of retail consultants, product specialists, or brand ambassadors have all they need to queue, route, manage and resolve customer requests at scale for social platforms such as Facebook, Instagram, Twitter, WhatsApp, among others.
Alex George, chief product officer at Emplifi, said, “Today, people use social media and messaging for nearly everything — discovering new products, researching purchases, sharing their experiences, and receiving service and support. Emplifi Social Care enables enterprises to serve customers with that immediate social experience, helping to drive a much better customer experience across digital channels.”
Varun Sharma, vice president of Emplifi Asia Pacific and Japan, commented that optimizing CX has never been more critical for local brands.
“While providing prompt customer support across multiple platforms may seem overwhelming, it can greatly improve brand loyalty and foster long-term relationships with customers, if done correctly. With our latest launch, we support brands to deliver such seamless, impactful customer experiences across multiple touchpoints that improve overall business performance and make consumers feel heard,” Sharma said.
Emplifi Social Care integrates with Emplifi’s ecosystem of Social Marketing Cloud, Social Service Cloud and comes with standard Emplifi Social Commerce Cloud. Through these integrations, a more sophisticated collaborative response from different service departments can be executed.
Emplifi Social Care can be leveraged by social media marketing teams to help access greater assistance with an instant view of the customer’s history, and one-click access to relevant product information, policies, FAQs, and more and these cases can be escalated to Emplifi Service Cloud anytime. These advancements can allow managers and administrators real-time dashboards to create meaningful resolutions and delegate the right task to the right teams easier.
Commenting on the ingenuity of the new CX resource, George said, “By unifying and empowering marketing, commerce and customer care teams with an intuitive, integrated, customer engagement tool brands can deliver timely and empathetic experiences to their customers at scale. As found in the study by Forrester Consulting, forward-thinking brands are integrating care and service as part of every department’s remit – not just the responsibility of the service center ‘after the sale’ – and Emplifi Social Care is built to help these teams do just that.”