11 Ratings
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Score 8.4 out of 100
24 Ratings
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Score 7.4 out of 100

Feature Set Ratings

    Incident and problem management

    6.5

    Helpjuice

    65%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Helpjuice ranks higher in 6/6 features

    Organize and prioritize service tickets

    6.0
    60%
    1 Rating
    N/A
    0 Ratings

    Expert directory

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.0
    70%
    1 Rating
    N/A
    0 Ratings

    ITSM collaboration and documentation

    6.0
    60%
    2 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    5.0
    50%
    1 Rating
    N/A
    0 Ratings

    Ticket response

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Self Help Community

    8.0

    Helpjuice

    80%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Helpjuice ranks higher in 2/2 features

    External knowledge base

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.6

    Helpjuice

    76%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    Helpjuice ranks higher in 5/5 features

    Customer portal

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    IVR

    6.0
    60%
    1 Rating
    N/A
    0 Ratings

    Social integration

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Email support

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Help Desk CRM integration

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Attribute Ratings

    • Helpjuice is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.5

    Helpjuice

    85%
    3 Ratings
    2.1

    Brand Embassy, now part of NICE inContact CXone

    21%
    12 Ratings

    Likelihood to Renew

    Helpjuice

    N/A
    0 Ratings
    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings

    Usability

    Helpjuice

    N/A
    0 Ratings
    1.0

    Brand Embassy, now part of NICE inContact CXone

    10%
    1 Rating

    Availability

    Helpjuice

    N/A
    0 Ratings
    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    Support Rating

    Helpjuice

    N/A
    0 Ratings
    3.0

    Brand Embassy, now part of NICE inContact CXone

    30%
    7 Ratings

    Likelihood to Recommend

    Helpjuice

    With the ability to set docs public and private, we've merged two repositories and solely work from Helpjuice. Not only is this easier, it also helps ensure the messaging is consistent internally and externally.
    Read full review

    NICE Systems

    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.
    Read full review

    Pros

    Helpjuice

    • Provides exact information
    • Practical Knowlege
    • Useful information
    Read full review

    NICE Systems

    • 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.
    Read full review

    Cons

    Helpjuice

    • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
    Read full review

    NICE Systems

    • 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.
    Read full review

    Pricing Details

    Helpjuice

    Starting Price

    Editions & Modules

    Helpjuice editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

      Brand Embassy, now part of NICE inContact CXone

      Starting Price

      $39 per month

      Editions & Modules

      Brand Embassy, now part of NICE inContact CXone editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Helpjuice

        No answers on this topic

        NICE Systems

        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
        Read full review

        Usability

        Helpjuice

        No answers on this topic

        NICE Systems

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

        Support Rating

        Helpjuice

        No answers on this topic

        NICE Systems

        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
        Read full review

        Alternatives Considered

        Helpjuice

        Helpjuice all the way. Navigating is much easier and seems to index content much better IMO.
        Read full review

        NICE Systems

        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.
        Read full review

        Return on Investment

        Helpjuice

        • Converting clients
        • Tickets management
        • Client management
        Read full review

        NICE Systems

        • 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.
        Read full review

        Screenshots

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