Brand Embassy (discontinued) vs. JitBit Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Brand Embassy (discontinued)
Score 7.4 out of 10
N/A
Brand Embassy is now part of NICE inContact CXone (acquired May 2019). Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social media, blogs and website forms are unified in one dashboard and routed to the most relevant customer service agent. Customers…
$39
per month
JitBit Help Desk
Score 9.2 out of 10
Small Businesses (1-50 employees)
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.N/A
Pricing
Brand Embassy (discontinued)JitBit Help Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Brand Embassy (discontinued)JitBit Help Desk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Brand Embassy (discontinued)JitBit Help Desk
Top Pros
Top Cons
Features
Brand Embassy (discontinued)JitBit Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
JitBit Help Desk
10.0
3 Ratings
24% above category average
Organize and prioritize service tickets00 Ratings10.03 Ratings
Subscription-based notifications00 Ratings10.02 Ratings
ITSM collaboration and documentation00 Ratings10.01 Ratings
Ticket creation and submission00 Ratings10.03 Ratings
Ticket response00 Ratings10.03 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
JitBit Help Desk
8.0
3 Ratings
3% above category average
External knowledge base00 Ratings8.01 Ratings
Internal knowledge base00 Ratings8.03 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
JitBit Help Desk
9.5
2 Ratings
21% above category average
Customer portal00 Ratings9.72 Ratings
Email support00 Ratings9.92 Ratings
Help Desk CRM integration00 Ratings9.01 Ratings
Best Alternatives
Brand Embassy (discontinued)JitBit Help Desk
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Brand Embassy (discontinued)JitBit Help Desk
Likelihood to Recommend
2.0
(12 ratings)
10.0
(3 ratings)
Likelihood to Renew
7.7
(5 ratings)
-
(0 ratings)
Usability
1.0
(1 ratings)
-
(0 ratings)
Availability
8.2
(1 ratings)
-
(0 ratings)
Support Rating
3.0
(4 ratings)
-
(0 ratings)
User Testimonials
Brand Embassy (discontinued)JitBit Help Desk
Likelihood to Recommend
Discontinued Products
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.
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JitBit Software
If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
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Pros
Discontinued Products
  • 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.
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JitBit Software
  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
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Cons
Discontinued Products
  • 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.
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JitBit Software
  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
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Likelihood to Renew
Discontinued Products
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
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JitBit Software
No answers on this topic
Usability
Discontinued Products
Please see all other details from previous answers in this survey.
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JitBit Software
No answers on this topic
Support Rating
Discontinued Products
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
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JitBit Software
No answers on this topic
Alternatives Considered
Discontinued Products
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.
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JitBit Software
We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
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Return on Investment
Discontinued Products
  • 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.
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JitBit Software
  • Allowed us to blow up the amount of employees we had in our company.
  • Created accountability between teams, which reduced bickering and finger pointing.
  • Brought light to blind spots in work flow.
  • Every, EVERY, hand off is fast, clear and understood between employees... It's great.
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ScreenShots

Brand Embassy (discontinued) Screenshots

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