The two CX experts share proven tips on using technology to improve customer experience

Emplifi, a leading social media marketing platform, today announced it will host a live webinar featuring customer experience expert and bestselling author Blake Morgan in conversation with Lisa Diehl, Director of Consumer Care at Freshpet. The webinar is scheduled for September 9 at 11:00 a.m. EDT and is free for all who register to attend the event.

As the leader of Freshpet’s consumer care department, Diehl has leveraged Emplifi’s social media management tools to manage key aspects of Freshpet’s customer experience strategy. With Emplifi’s help, Freshpet was able to reduce consumer call volumes by nearly 40% and decrease wait times to speak with a live agent by 29%. In addition to productivity gains, Freshpet’s website chatbot, powered by Emplifi’s AI-powered chatbot technology, earned a 97% match-rate for all consumer inquiries proving that AI delivers fast and efficiently.

According to Diehl, “We have laid the groundwork to scale our consumer engagement efforts as the Freshpet brand continues to grow. Consumers trust us and that trust is showing up in our CX reports and revenue numbers.”

Webinar attendees will learn how Freshpet continues to refine its consumer care strategies using Emplifi’s social media solutions, in addition to:

• Tools and tips for streamlining your brand’s customer care strategies
• How to carefully guide unsatisfied customers into loyal fans
• Why social care is integral to the customer experience (and how to create standout experiences on the channels your customers already use)
• The latest AI trends and what it means for ecommerce brands willing to embrace technology

Touted as “The Queen of CX” by Meta, Blake Morgan has written multiple books on building effective customer experience programs. Her latest book, “The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today’s Customer,” has received praise from C-level executives at companies like Walmart and Progressive Insurance. Morgan is also the host of “The Modern Customer Podcast” and has taught business courses at Columbia University, Rutgers Executive MBA program, and UC San Diego.

Anyone interested in attending the webinar can register for free at: “From social to support: Live with Blake Morgan & Freshpet.”

About Emplifi

Emplifi is a leading social media marketing platform, empowering brands to deliver meaningful, connected experiences across digital channels. Recognized as a Leader by renowned analysts and celebrated as a customer favorite, Emplifi provides innovative, data-driven insights and AI-powered tools to help brands optimize social media performance, elevate their influencer marketing strategies, and deliver impactful customer engagement across marketing, commerce, and care.

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