Quick Overview
Domino’s leveraged Emplifi’s AI-powered Social Marketing Cloud to automate real-time social media monitoring, enabling instant engagement and crisis management. The AI identifies key interactions such as purchase intent and influencer critiques, integrating with CRM systems for rapid response. This automation improved contact center efficiency and customer loyalty.
Domino’s
Company Size
Large multinational pizza delivery company
Revenue Range
Not publicly disclosed
Primary Challenge
Managing high volumes of social media interactions efficiently while maintaining personalized customer engagement
Key Metrics
\- 128% increase in social traffic handled\- 53% reduction in handling time (from 15 to under 5 minutes per case)\- Faster crisis detection and response\- Timely engagement with major influencers (e.g., Gayle King, Suze Orman, Miley Cyrus)
The Problem
Manual sorting of social media posts was time-intensive and inefficient, limiting timely responses and crisis management
The Solution
Emplifi Social Marketing Cloud automates keyword monitoring across platforms, filters relevant posts, integrates with CRM, and alerts teams for rapid intervention
Results
\- Increased social media engagement and customer satisfaction\- Improved crisis mitigation and brand reputation management\- Streamlined social operations and freed contact center resources\- Enhanced long-term customer loyalty through timely, personalized responses
“Real-time interaction elevates the brand experience for our customers. Emplifi Social Marketing shows us how much praise we’ve earned as a result of our social media interactions.”“Emplifi allows us to hear social media concerns and intervene quickly, even nights and weekends, impacting long-term loyalty.”
Terri Haffey, Manager of Customer Care, Domino’s
Details
Industry
Retail & E-commerce
Departments
Marketing & Content
Use Cases
Social Media Management
Tags
GenAI
NLP
Scalability
Team Efficiency
Time-Saving
AI Tools Used
No items found.
Sources
https://emplifi.io/customers/dominos-success/https://emplifi.io/resources/blog/ai-in-social-media/https://emplifi.io/press/dominos-selects-emplifi-to-deliver-real-time-social-media-engagementhttps://emplifi.io/pt/customers/dominos-successhttps://www.pizzamarketplace.com/news/dominos-partners-with-emplifi-for-social-media-call-center-efficiency/
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