Emplifi (formerly Socialbakers) | The Unified Social Media & CX Platform

In today’s hyper-connected digital landscape, managing a brand’s social media presence is no longer just about posting content and counting likes. It’s about creating a seamless customer journey, from initial discovery to purchase and post-sale support. Yet, many marketing teams find themselves juggling a fragmented toolkit—one app for scheduling, another for analytics, a third for customer service, and a fourth for influencer marketing. This disjointed approach leads to siloed data, inefficient workflows, and a broken customer experience. This is precisely the challenge that Emplifi aims to solve. Born from the merger of the renowned Socialbakers analytics platform and the customer experience leader Astute, Emplifi has emerged as a powerful, unified platform designed to manage the entire social media and CX lifecycle. This article will serve as your comprehensive guide to understanding Emplifi’s core features, its unique pricing model, and how it stacks up against the competition, helping you decide if this is the right social media management solution for your brand.

Unpacking the Power of the Emplifi Platform

Emplifi isn’t just another social media scheduler; it’s an extensive suite of tools organized into “Clouds” that address every facet of modern digital marketing. This modular approach allows businesses to build a solution tailored to their specific needs, whether they are focused on marketing, commerce, or customer care. The platform’s true strength lies in how these modules integrate, sharing data and insights to create a single source of truth for your entire customer journey. The legacy of Socialbakers is deeply embedded, providing a foundation of world-class social media analytics that powers decision-making across the entire platform. Let’s explore the key features that make Emplifi a formidable player in the social media management space.

Social Media Marketing Cloud

At its core, the Emplifi Social Media Marketing Cloud provides all the robust tools you expect from a top-tier social media management platform, but with an intelligent twist. It goes beyond simple scheduling with an AI-powered engine that analyzes historical performance and audience behavior to suggest the optimal time to post for maximum engagement. The content calendar is a collaborative hub where teams can plan, draft, approve, and schedule content across all major platforms, including Instagram (Reels, Stories, Carousels), TikTok, Facebook, X (formerly Twitter), LinkedIn, and Pinterest. Campaign planning is centralized, allowing you to align content with strategic goals, manage budgets, and track performance against specific KPIs. This cloud is designed to streamline your entire content workflow, freeing up your team to focus on creating impactful content rather than getting bogged down in administrative tasks.

Social Media Commerce & Service Clouds

Where Emplifi truly differentiates itself is with its integrated Commerce and Service Clouds. Recognizing that social media is now a critical channel for both sales and support, Emplifi has built features to capitalize on these trends. The Commerce Cloud enables brands to host live shopping events directly from the platform, engage with viewers in real-time, and link products for immediate purchase, effectively closing the gap between engagement and conversion.

Simultaneously, the Service Cloud transforms your social channels into a powerful customer support hub. It unifies all incoming interactions—comments, direct messages, and mentions—from every platform into a single, intelligent inbox. Using AI, it can automatically categorize and prioritize messages, routing urgent customer inquiries to the right agent. This ensures a swift, consistent, and on-brand response, dramatically improving the customer experience. By combining marketing, commerce, and service, Emplifi provides a 360-degree view of the customer, allowing brands to build deeper, more meaningful relationships.

In-Depth Social Media Analytics & Benchmarking

Carrying the torch from its Socialbakers heritage, Emplifi offers some of the most powerful social media analytics and competitive benchmarking tools on the market. The platform allows you to move beyond vanity metrics and gain a deep understanding of what truly resonates with your audience. You can track hundreds of metrics across paid, owned, and earned media, all within highly customizable and shareable dashboards. One of its standout features is its industry-leading competitive analysis. You can benchmark your performance against any competitor on key metrics like audience growth, engagement rates, content strategy, and share of voice. This data is invaluable for identifying opportunities, refining your strategy, and proving the ROI of your social media efforts to stakeholders. Whether you’re analyzing campaign results or conducting quarterly business reviews, Emplifi’s analytics provide the clear, actionable insights needed to make data-driven decisions.

Understanding Emplifi’s Pricing Structure

One of the first questions potential users ask is, “How much does Emplifi cost?” Unlike many SaaS products that list tiered pricing on their website, Emplifi utilizes a customized pricing model. This means you won’t find a standard “Basic, Pro, Enterprise” pricing page. While this can initially seem opaque, it reflects the platform’s philosophy of providing a tailored solution rather than a one-size-fits-all package. The cost of Emplifi depends entirely on your specific needs, including the number of social profiles you need to manage, the number of user seats required for your team, and which of the “Clouds” (Marketing, Commerce, Service, Analytics) you need to access.

This bespoke approach is particularly beneficial for larger organizations and enterprises that require a specific combination of features. Instead of paying for an entire suite when you only need certain components, you can work with the Emplifi team to build a package that aligns with your goals and budget. To get a quote, you’ll need to contact their sales team for a demo. To make that conversation as productive as possible, be prepared with the following information:

• The number and type of social media profiles you manage.
• The size of your social media and customer care teams (number of users).
• Your key objectives (e.g., improving customer service response times, launching social commerce, deepening competitive analytics).
• Any specific integrations you might need with other tools like CRM or helpdesk software.

By providing this information, you’ll help their team configure the perfect Emplifi setup for your business and receive a precise, relevant quote.

Emplifi vs. The Competition: Why Choose Emplifi?

The social media management market is crowded, with excellent tools like Sprout Social and Hootsuite serving a wide range of businesses. So, where does Emplifi fit in, and what makes it a compelling choice? The primary differentiator for Emplifi is its unwavering focus on unifying the entire customer experience. While other platforms are excellent at specific functions like scheduling or team collaboration, Emplifi is built from the ground up to integrate marketing, commerce, and customer service into a single, cohesive ecosystem. This makes it an ideal choice for customer-centric brands, especially in the e-commerce, retail, and CPG sectors, that want to manage the full customer lifecycle on social media.

Here is a high-level comparison to illustrate its position in the market:

As the table shows, if your primary goal is to leverage social media as a revenue and customer support channel in addition to a marketing one, Emplifi presents a uniquely integrated solution. Its legacy Socialbakers analytics engine also gives it a significant edge in competitive intelligence and data-driven strategy.

Getting Started with Emplifi: A Workflow Example

To truly appreciate the power of a unified platform, it helps to visualize how it works in practice. Imagine your team is launching a new product campaign. Here’s how that entire workflow could be managed within Emplifi. The process is seamless, with insights from one phase directly informing the actions in the next.

1. Phase 1: Research & Insights: Before creating any content, your team uses Emplifi Analytics to research competitor strategies and identify trending topics within your industry. You analyze audience demographics to understand what content formats and messaging resonate most.
2. Phase 2: Content Planning & Publishing: Armed with these insights, your team uses the Marketing Cloud to build a content calendar. You schedule a mix of organic posts, paid ads, and an Instagram Reel. The platform’s AI suggests the best time to post the Reel for maximum reach.
3. Phase 3: Engagement & Commerce: As the campaign goes live, comments and questions flood in. The Service Cloud automatically flags purchase inquiries and routes them to a dedicated agent in the unified inbox. You also schedule a Facebook Live Shopping event through the Commerce Cloud, allowing viewers to buy the new product directly during the stream.
4. Phase 4: Measurement & Reporting: Throughout the campaign, you monitor performance in a real-time dashboard. After the campaign concludes, you generate a comprehensive report that combines marketing metrics (engagement, reach), service metrics (response time), and commerce metrics (sales from the live event) to calculate a true, holistic ROI.

This streamlined process can be visualized with the following pseudo-code workflow:

// Emplifi Campaign Workflow: "New Product Launch"

BEGIN_WORKFLOW

// Phase 1: Insights & Planning
FUNCTION Emplifi.Analytics.getCompetitorInsights(competitors=["BrandX", "BrandY"], period="last_30_days");
FUNCTION Emplifi.Analytics.getAudienceDemographics(topic="new_product_category");
FUNCTION Emplifi.Marketing.createCampaign(name="Product Launch Q3", start_date="09-01", end_date="09-15");

// Phase 2: Content & Publishing
FUNCTION Emplifi.Marketing.schedulePost(
  platform="Instagram",
  content_type="Reel",
  media_url="...",
  caption="It's finally here! ✨ Shop now!",
  publish_time=AI_SUGGESTED_TIME
);
FUNCTION Emplifi.Marketing.schedulePost(
  platform="Facebook",
  content_type="Live_Shopping_Event",
  event_time="09-05 14:00"
);

// Phase 3: Engagement & Service
FUNCTION Emplifi.Service.monitorMentions(keywords=["new_product", "#ProductLaunch"]);
FUNCTION Emplifi.Service.routeToAgent(priority="high", type="purchase_inquiry");

// Phase 4: Reporting
FUNCTION Emplifi.Analytics.generateReport(campaign_name="Product Launch Q3", metrics=["ROI", "Engagement", "Conversions"]);

END_WORKFLOW

Is Emplifi the Right Social Media Management Platform for You?

Choosing a social media management platform is a significant decision that impacts your team’s efficiency and your brand’s bottom line. Emplifi makes a compelling case for mid-market and enterprise brands that view social media as a central pillar of their entire customer experience. By seamlessly integrating marketing, commerce, and service, it eliminates data silos and empowers teams to deliver a consistent and exceptional journey for their customers.

Building on the world-class social media analytics foundation of Socialbakers, the platform provides the deep insights necessary for strategic planning and proving ROI. If your organization is looking to move beyond simple content scheduling and embrace social media as a core channel for revenue generation and customer care, Emplifi is undoubtedly one of the most comprehensive and powerful solutions available today. The best way to determine if it’s the right fit is to see it in action. We recommend scheduling a personalized demo to explore how its features can address your unique challenges and help you achieve your business goals.