15 Ratings
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Score 8.8 out of 101
11 Ratings
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Score 9.6 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

Brand Embassy

Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
Milko Aritonoski profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Brand Embassy

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Brand Embassy
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Brand Embassy
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy

Change management

Agiloft Flexible Service Desk Suite
9.8
Brand Embassy
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Brand Embassy
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Brand Embassy

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
  • Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
  • Agent performance and team management.
  • Easily measurable KPIs thanks to detailed reporting.
  • Use of tags and sentiment help make analysis of customer behavior easier.
Milko Aritonoski profile photo

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • We would appreciate the option to mark sentiment automatically and also we would love to merge our CRM with one one we have in Brand Embassy.
Pavla Šedivá profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
Brand Embassy7.7
Based on 5 answers
Good terms and pricing + cooperation with the team while implementing custom stuff.
Dušan Šimonovič profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
No score
No answers yet
No answers on this topic

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Brand Embassy9.1
Based on 3 answers
It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
Milko Aritonoski profile photo

Alternatives Considered

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
Dušan Šimonovič profile photo

Return on Investment

  • Employee efficiency is much higher, as they aren't spending time on tasks that don't add value.
  • From a sales perspective, we have a much better view on what is in the pipeline, and what the likely conversion % is.
  • Overall, we are much more organized due to the tool, and I think mainly it is due to the increased visibility that is possible. Tracking processes, automating reminders, etc makes our operations department run much more effectively. We are looking forward to how much more we can get out of the tool in the future.
Michael Canino profile photo
  • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
Pavla Šedivá profile photo

Screenshots

Brand Embassy

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Brand Embassy

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Additional Pricing Details