Emplifi Service Cloud Reviews & Product Details

The largest upside of the Emplifi Service Cloud is the vast network that lives within the cloud. From a CRM and customer relations perspective, everything imaginable is all there in one service for an easy to use experience for the user with top notch support. Review collected by and hosted on G2.com.

Downsides are similar to the upsides. With the number of products available and the speed at which they are being added, sometimes you may find issues, especially with the newer products. This can lead to delays in fixes as some of the technologies are still being learned by Emplifi. Review collected by and hosted on G2.com.

If you don't currently have a way to monitor Voice of Customer feedback, Emplifi is a great tool to do so. We have been using Emplifi for nearly two years, and we have gained insightful feedback directly from our website visitors and customers. Our team meets bi-weekly to review all user feedback, and develop coordinated action plans. Review collected by and hosted on G2.com.

We have not had a very high volume of responses to our survey, but the ones we do have are very helpful. Review collected by and hosted on G2.com.

I love how easy it is to use and take down customers' information. We can share data and notes between representatives all by using the search features in the system. I also love the reporting aspect of it. I can run reports to see why the customers are calling or chatting in to us. It has helped us figure out problems and led us to take action. It has helped us take big problems and turn them into small ones. Review collected by and hosted on G2.com.

As the Admin, I had a lot more access than anyone. I loved the reporting but felt like it took some time to understand the way the system runs. I wish there were just a class to take on the reports alone. Review collected by and hosted on G2.com.

The Auto Shortcuts when typing in the text boxes Review collected by and hosted on G2.com.

That the site will go down occasionally. Review collected by and hosted on G2.com.

From the initial RFP all the way through today, three years later, the Astute team has been focused on answering the business questions across our member journey. Whereas their competitors always talk about platforms and self service, Astute has been focused on our research and consulting on meeting our evolving VoC needs. They are agile and nimble and always prepared to be an active partner in our VoC work. Review collected by and hosted on G2.com.

The only complaint that I have is that we don't have the bandwidth to act on all of the insights that the Astute team and technology has uncovered and validated. Review collected by and hosted on G2.com.

Astute VoC provides great insights about our user's experience. Their tools allows us to segment by customer type and validate our assumptions about our current design and any shortcomings.

Most importantly it provides empirical evidence to help us prioritize our digital transformation initiatives.

The Astute team is always very eager to support us on our journey to deliver a better experience for our existing and potential customers. Review collected by and hosted on G2.com.

There can be monthly fluctuations in survey results that can be misleading. Astute will work with us to understand the root cause of the spike or dip and to focus on the trend over the longer term. Review collected by and hosted on G2.com.

The Astute team has always been helpful with finding solutions to the various ways and touchpoints in our customer journey where we want to collect feedback from them. It is part of our overall "voice of the customer" program. They have continually educated us on/shared functionality that we have not yet taken advantage of within our purchased package and inform us about other available capabilities that we might consider adding into the mix. Review collected by and hosted on G2.com.

I have not found any issues with either the technology platform/capability or the service levels provided to us. They have always been very responsive to our questions and needs. Review collected by and hosted on G2.com.

The timely, proactive & thorough reps: the team's responses are quick, innovative and insightful - and their personability and kindness make it even more rewarding working with them.

The tool is wonderful in itself, but we most value the team's commitment to getting our surveys pushed and pushed successfully.

Finally, the insights we have developed from our various surveys have been key in driving more work for our clients. We either reaffirmed longstanding beliefs or hypotheses we had helped and/or gained new findings about our users that were previously unknown or thought to be incorrect, all with data backing them. That is super exciting! Review collected by and hosted on G2.com.

Not much comes to mind to be perfectly honest. The only thing I could think of is an improved UI on the website, though this is coming soon anyway, so I'm not worried about it at all - very excited to a more practical and useful website layout, functionality and features. Review collected by and hosted on G2.com.

The team goes above and beyond to answer my questions and provide assistance when requested. Vaki has even gone as far as to schedule and join a call while he was on vacation, just to make sure that I got what I needed. Review collected by and hosted on G2.com.

I would appreciate if there was an additional resource that allowed you to self teach on how to use their system. Review collected by and hosted on G2.com.

Astute VoC technology integrates with other technologies we use, Adobe and Tableau, which makes analyzing our survey data efficient. They also offer industry benchmarking which helps us set realistic goals.

We use the robust data collected to continuously improve our digital experiences and have seen significant improvements to our web experience over our multi-year partnership.

The managed services team is extremely helpful when it comes to crafting your VoC survey, testing new concepts and conducting deeper analysis. They have helped us work through several complex testing triggers, and they are always responsive and always willing to help. Review collected by and hosted on G2.com.

We have had a few minor issues with our data exports, but the team has jumped in immediately to help solution.

Team previously had a bit of turnover on the analyst side, but over the past year we have seen significantly more retention of talent which we find beneficial. Review collected by and hosted on G2.com.