Emplifi has announced its Spring '23 release, unveiling the suite of product features that have been added in the past three months. These enhancements and workflow improvements added to its Social Marketing, Commerce, and Service clouds aim to help organizations better engage modern consumers across digital and social channels.
“Our goal is to bring innovation to the forefront of customer engagement technology. We want to provide brands with the tools to operate efficiently and optimize revenue while engaging with their audience and improving customer retention. Businesses need to be smart with their decisions and strategic approach to stand out among competitors. While this is always the case, it’s even more relevant in the current economic climate,” said Todd McCaslin, Chief Technology Officer, Emplifi.
The Spring ‘23 release includes the following enhancements:
Social Marketing
Emplifi's Social Marketing Cloud offers Emplifi UGC, which provides marketing teams with tools for creating, managing, and publishing user-generated content. Alongside the recently acquired PixleeTurn-To, the enhancement puts customers at the heart of brand storytelling. This approach adds to the authenticity and trust of the brand, leading to improved engagement and conversion across various marketing channels.
Emplifi Care has introduced a new feature that allows for bidirectional integration with Salesforce CRM. This integration allows social media and community managers to handle inquiries efficiently and resolve them as customer case records in Salesforce, thus improving their response times and customer satisfaction.
Emplifi Unified Analytics offers a consolidated view of paid, earned, and owned social media, competitive analysis, and voice of customer tools, providing organizations with actionable insights and a more informed decision-making process.
Commerce
Emplifi Ratings and Reviews has launched two new features - a sellers' rating widget and a redesigned review moderation process. Online customer reviews and ratings are important in purchase decisions, even more so than other factors such as price, return policy, and shipping costs. This allows commerce teams to utilize their customer base to increase social proof and boost conversion rates.
Emplifi Live Advisor has boosted its chat, call, and video support features for customers across social media channels, offering a personalized shopping experience in their preferred location. Customers can choose chat-first support with a live advisor in 30 languages, followed by a one-to-one or one-to-few live video call. As social media has become a popular platform for shopping and customer care, multiple individuals are often involved in the purchasing decision. Brands and retailers can facilitate live video calls with multiple individuals from social media channels, creating an inclusive and collaborative purchase journey.
Service & Care
Emplifi's Voice of Customer tools now offer pre-designed survey templates to help businesses collect feedback on web interaction, UI/UX, products, or customer service across channels. The survey results can be exported to business intelligence tools, providing decision-makers with insights into their strategic approach.
Emplifi Bot's new advanced capabilities make the chatbot much faster, smarter, and more human-like. Service teams can now collaborate more effectively in managing customer interactions with the ability to add notes to Bots.
To investigate the impact of rating and reviews on consumer behavior, Emplifi has recently published a study in partnership with Harris Interactive providing insights into product research and user-generated content.
