#contactcenterworld, @dominos
New York, NY, USA, Oct 6, 2021 -- Emplifi, a unified customer experience platform, announced that Domino’s, a provider in pizza delivery, is using the Emplifi CX platform to better engage with customers on social media and increase call center efficiency.
"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.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Emplifi:
Emplifi is the leading unified CX platform that brings marketing, care and commerce together to help businesses close the customer experience gap. More than 7,000 brands, including Delta Air Lines, Ford Motor Company and McDonalds, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint.
About Domino's Pizza:
Domino's Pizza is an American restaurant chain and international franchise pizza delivery corporation headquartered at the Domino Farms Office Park in Ann Arbor Charter Township, Michigan, United States, near Ann Arbor, Michigan. 
Published: Friday, October 8, 2021
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