Emplifi Care | Social Customer Care | Social Media Customer Service

Emplifi named a leader in The Forrester Wave Social Suites. Access the report.

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Customer care is evolving – how are you keeping up?

Now more than ever, customers are taking to social and other non-traditional channels to voice their concerns – and they expect to be heard. Good brands will set systems in place to acknowledge, track, and resolve these issues as they come up — but great brands will do it first. Emplifi Care helps you win with curated customer experiences.

Complete channel coverage

Identify, escalate, and resolve issues across the most popular social platforms — including Facebook, Instagram, LinkedIn, TikTok, and Twitter — all from one place to ensure customers know they’re being heard.

Effortless cross-platform handoff

Seamlessly transition conversations between Emplifi and Salesforce — and without customers being able to tell — using all the same case management tools thanks to our comprehensive iframe integration.

Personalized customer interactions

Get relevant customer details — including case and conversation history — in a flash to empower your teams to tailor the online service experience for everyone who reaches out.

End-to-end case management

Handle the entire care process — from case assignment and customer communication to documentation updates and case resolution — from a single, comprehensive product view.

Advanced collaboration tools

Leverage internal notes, custom SLA countdowns, custom priority queues, and workflow management tools to operate effectively across teams and ensure that each member knows exactly what needs to be done at any given time.

Built-in activity tracking

Grant your team full visibility into any changes that have been made or any actions that have been taken for each case to curate cohesive customer experiences and prevent any duplicate work.

Powerful multi-step automation

Trigger multi-step escalation, routing, and case management flows using custom case and agent properties so you can streamline repetitive tasks and allow your teams to refocus on the things that matter.

Advanced performance analytics

Analyze granular case and team performance metrics to identify potential areas for improvement and capitalize on any trends with the potential to kickstart growth.

Minimal time-to-value

Get up and running in just a few days with a turnkey solution — complete with integrations to Emplifi UGC, Emplifi Ratings & Reviews, and the rest of Emplifi’s suite of customer engagement solutions.

Top brands trust Emplifi to power their exceptional digital customer experiences

"Emplifi allows us to hear the social media concerns and intervene quickly to make things right, even on nights and weekends. That has a big impact on long-term customer loyalty."

Domino's

Terri Haffey

Manager of Customer Care

Emplifi resources you might find interesting

How social customer care can help your brand get 2024 started right

Consumer expectations for service have never been higher. Here's how to get the year started right.

Top image: How to strengthen customer service with social media

How to strengthen your service strategy with social media

Consumers want to be able to connect with the brands they relate to, and social media allows them to do just that.

5 biggest customer expectations from those seeking social customer care

Today's consumers expect fast answers and personalized service on their preferred channels.

Take customer care on social to the next level

See what Emplifi Care is all about

Customer care is evolving – how are you keeping up?

Craft seamless care experiences