Brand Embassy (discontinued) vs. Front

Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.

Incentivized

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

• 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.

• Even if you are just trying to compose a single email, Front gives a smart system that has options such [as] organized templates, tags, alerts, [and] changing your outbound dpt email.
• Tasks- with Front you will not miss any interaction. When you are required to get assistance from a coworker, you only need to mention him/her and that notification will appear automatically in their inboxes.
• Smart Notifications- sometimes we are just overwhelmed about the several notifications on our devices that we tend to miss some of them, but Front offers a new way to notify every email, discussion, mentioning, or tag that you really would not want to miss.

Incentivized

• In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
• There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.

• Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
• One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
• Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.

Incentivized

I still use the platform: - its use is customer friendly - improves and speed up customer care on SM - improves speed and quality of internal processes/communication - monitor/measure all valuable metrics

We are very happy with Front and don't anticipate changing

Incentivized

Please see all other details from previous answers in this survey.

Incentivized

It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.

Incentivized

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

The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.

Incentivized

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.

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

• 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.

• Saved our executive team considerable amount of time chasing support questions through different channels.
• Gave our team clear accountability for who was lead on a support issue and how to escalate.
• Customer regularly say our support is the best in the industry.

Incentivized