© ContactCenterWorld.com
Domino’s Selects Emplifi to Deliver Real-Time Social Media Engagement #contactcenterworld "To achieve the personal connections and interactions with our audience, we needed a top social media management and CX tool from a brand that understood our commitment to our customers. We partnered with Emplifi to achieve better results while keeping empathy and customer care at the core of everything we do," said Carley Dunlap, Team Leader – Social Media and Q&A Customer Support at Domino’s. "We were drawn to Emplifi’s social media monitoring capabilities that enable our contact center to respond to social media posts and manage crises in real-time. We often receive shout outs from high-profile accounts and celebrities, and we needed a solution to manage a rapid response and turn customers into raving fans. Emplifi helps us do just that," added Dunlap. "We wanted to evolve as a contact center and knew bots would be the key. Dot the bot gives customers a self-service tool while also allowing them to submit their feedback to our customer service team," added Terri Haffey, Customer Support Manager at Domino’s. Domino's also recently launched its Interactive Voice Response (IVR) to text option, enabling customers to leave the phone queue and do all communications with Dot the bot via text message. This has reduced the customers’ average wait times. "Domino’s engages with loyal customers, as well as those who need additional attention, on their preferred platforms to deliver a human experience and tailored resolutions. We’re thrilled to support this exceptional organization and its efforts to enhance empathy in the customer experience," said Shellie Vornhagen, Chief Experience Officer at Emplifi. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, October 8, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |