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Domino's partners with Emplifi for social media, call center efficiency

Domino's partners with Emplifi for social media, call center efficiency


Domino's has selected Emplifi, a unified customer experience platform, to better engage with customers on social media and increase call center efficiency.

The pizza brand is using Emplifi Social Engage as its social media management tool. The tool automatically searches for hundreds of keywords on Twitter and monitors the Domino's Facebook page to identify posts requiring attention, which make up only 3% of total volume on average. Domino's agents no longer need to dig through the other 97%, which allows them to focus on more pressing tasks, according to a press release.

"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," Carley Dunlap, team leade, social media and Q&A customer support at Domino's, said in the release. "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."

Domino's replaced its traditional email form with Dot, the Domino's customer support bot built on the Emplifi bot platform. It can be customized and easily tailored to customer experience. The bot can also redirect international customers to their region's local support team, which has resulted in a 72% decrease in international customer complaints.

"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," Terri Haffey, customer support manager at Domino's, said in the release. Domino's replaced its traditional email form with Dot, the Domino's customer support bot built on the Emplifi bot platform. It can be customized and easily tailored to customer experience. The bot can also redirect international customers to their region's local support team, which has resulted in a 72% decrease in international customer complaints.

Emplifi Agent, the Domino's CRM tool, integrates directly with Emplifi Social to save time and boost contact center efficiency. Since partnering with Emplifi, Domino's increased social traffic handled by 128% and reduced handling time by 53%. Agents often handle social cases in less than 5 minutes compared to 15 minutes when agents manage social media cases manually.



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