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New York, NY, July 27, 2021 -- Emplifi, a unified customer experience platform, announced further innovations within its Service Cloud offering, with Email Virtual Assistant (EVA) and extended Social Messenger capabilities. Emplifi’s AI-based EVA reduces the time and cost associated with customer support via email, while Social Messenger capabilities provide convenience for consumers across multiple messaging applications.

"Consumer research reveals that brands should respond to customer emails within one hour,'' said Jeff Toister, President, Toister Performance Solutions. "Yet, contact center data shows that 62% of companies fail to respond at all, and when they do reply, the message is often delayed or fails to answer the customer’s question. Technology like EVA enables businesses to respond quickly and accurately at scale, so customer care agents can focus on more meaningful, satisfying communications with customers."

"Consumers expect speed and convenience when they interact with a business, and want to interact with where and when they want. That means care agents need smart tools to enable them to serve customers efficiently and swiftly across platforms," said Alex George, CPO, Emplifi. "With these extended Service Cloud capabilities, Emplifi is providing businesses with the tools they need to better serve their customers, while saving them time and money by automating and streamlining customer engagements across today’s key channels, email and social messaging."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Wednesday, July 28, 2021