Using Social Media to unite Marketing, Commerce, and Care teams proves a winning strategy

Emplifi, a leading unified customer engagement platform, today announced it is named one of the Champions for the enterprise category of Info-Tech Research Group’s Social Media Management Emotional Footprint 2024 Report, based on SoftwareReviews data. SoftwareReviews, a division of the global research and advisory firm, is a source of insights for the enterprise software market, helping purchasers make better decisions by leveraging the experiences of real users. Selecting software can be overwhelming, and one of the biggest challenges facing organizations is understanding the marketplace and identifying all available vendors and products.

“Two years in a row, Emplifi has come out on top of the Info-Tech Research Group’s Social Media Management Emotional Footprint Report, demonstrating that our focus on delivering results to our clients creates a winning strategy,” said Ohad Hecht, CEO, Emplifi. “This is just further proof that Emplifi Social Marketing transforms the digital customer experience by helping brands to publish at scale, identify and reuse user-generated content, and create synergies between marketing, commerce, and care teams via a cross-functional platform, unified reporting, and actionable insights. Communicating across organic, paid, and earned social remains key for brands who want to acquire more customers, keep their existing customers loyal, and increase revenue.”

Emplifi Social Marketing received a Net Emotional Footprint of +92, a CX score of 8.9, and a value index of 86. It is the only service provider to score +100 in the product impact category for being ‘performance enhancing.’

Emotional Footprint Champions are selected based exclusively on feedback provided by their users via SoftwareReviews’ comprehensive online survey. The survey measures user satisfaction across 27 elements of the provider relationship, including strategy, service experience, product experience, conflict resolution, and the contracting process. The result is a Net Emotional Footprint score – representing the overall user sentiment, a powerful indicator of the user’s feeling toward the provider and the product. The Value Index metric captures user satisfaction with their software, given the costs they are paying.

Additionally, the SoftwareReviews product scorecard highlights the following feedback on Emplifi Social Marketing:

• Overall love of Emplifi Social Marketing Cloud: 97% positive
• Service experience: 97% positive
• Product experience: 93% positive
• Conflict resolution: 92% positive
• Strategy and innovation: 92% positive

The product scorecard also noted that Emplifi Social Marketing achieved top product feature ratings across dashboards and visualization, social media channel integration outbound with the ability to publish to social media platforms, social response management, trend analysis, sentiment analysis, and contextual analysis. As a vendor, Emplifi excels with its breadth of features, usability and intuitiveness, ease of integration, business value created, vendor support, and product strategy and rate of improvement.

“Our clients choose us in an otherwise crowded Marketing Technology marketplace because we are business critical, and stand out as a champion in the field – there is no greater satisfaction than that,” concludes Hecht.

Methodology

The Emotional Footprint Awards are based on authentic user-review data. The data published in the Emotional Footprint Diamond is collected from real end users and meticulously verified. To learn more about Info-Tech Research Group’s SoftwareReviews and software provider review surveys, visit SoftwareReviews.com.

About Emplifi

Emplifi provides exceptional digital customer experiences via a platform trusted by more than 20,000 of the world’s leading brands. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth, resulting in happy customers, increased product sales, and improved brand loyalty.

About SoftwareReviews

SoftwareReviews is a division of Info-Tech Research Group, a world-class technology research and advisory firm. SoftwareReviews empowers organizations with the best data, insights, and advice to improve the software buying and selling experience. For buyers, SoftwareReviews’ proven software selection methodologies, customer insights, and technology advisors help maximize success with technology decisions. For providers, the firm helps build more effective marketing, product, and sales processes with expert analysts, how-to research, customer-centric marketing content, and comprehensive analysis of the buyer landscape.

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