Brand Embassy (discontinued) vs. KronoDesk

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
KronoDesk
Score 7.0 out of 10
Mid-Size Companies (51-1,000 employees)
KronoDesk is an integrated customer support system that includes help desk ticketing, support forums and a self-service knowledge base.
$10
Per User per Month
Pricing
Brand Embassy (discontinued)KronoDesk
Editions & Modules
No answers on this topic
20-User
$10
Per User per Month
10-User
$16
Per User per Month
Single
$19
Per User per Month
5-User
$19
Per User per Month
3-User
$23
Per User per Month
10-User
$49
Lifetime License per Seat
5-User
$59
Lifetime License per Seat
3-User
$66
Lifetime License per Seat
1-User
$79
Lifetime License per Seat
20-User
$4,999
Lifetime License (unlimited seats)
Offerings
Pricing Offerings
Brand Embassy (discontinued)KronoDesk
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)KronoDesk
Top Pros

No answers on this topic

Top Cons
Features
Brand Embassy (discontinued)KronoDesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
KronoDesk
8.2
1 Ratings
4% above category average
Organize and prioritize service tickets00 Ratings8.21 Ratings
Expert directory00 Ratings8.21 Ratings
Subscription-based notifications00 Ratings8.21 Ratings
ITSM collaboration and documentation00 Ratings8.21 Ratings
Ticket creation and submission00 Ratings8.21 Ratings
Ticket response00 Ratings8.21 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
KronoDesk
8.2
1 Ratings
6% above category average
External knowledge base00 Ratings8.21 Ratings
Internal knowledge base00 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
KronoDesk
8.4
1 Ratings
9% above category average
Customer portal00 Ratings8.21 Ratings
IVR00 Ratings8.21 Ratings
Social integration00 Ratings8.21 Ratings
Email support00 Ratings9.11 Ratings
Help Desk CRM integration00 Ratings8.21 Ratings
Best Alternatives
Brand Embassy (discontinued)KronoDesk
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)KronoDesk
Likelihood to Recommend
2.0
(12 ratings)
9.1
(1 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)KronoDesk
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.
Read full review
Inflectra Corporation
I advise my customers to use it for all issue tracking, in business development as well as in business operations. An interface to operational systems is therefor very helpful and enlarges the value of the KronoDesk knowledge base, provided that this information is "open" to all users of all departments.
Read full review
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.
Read full review
Inflectra Corporation
  • As a system architect I have a clear overview of open issues through clear issue description and assignment to developers.
  • The overview and tracking are most important to me.
Read full review
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.
Read full review
Inflectra Corporation
  • The possibility to create a system/subsystem/component/interface tree of the system landscape, to be used to more detailed issue associations and subsequent detailed planning and monitoring of issues.
  • A quick issue entry with the most important information would be helpful.
  • A "live" report that can contains my current "hot" issues would be helpful.
Read full review
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
Read full review
Inflectra Corporation
No answers on this topic
Usability
Discontinued Products
Please see all other details from previous answers in this survey.
Read full review
Inflectra Corporation
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
Read full review
Inflectra Corporation
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.
Read full review
Inflectra Corporation
Several freeware/shareware tools like Bugzilla are missing integration with other systems. HP, IBM and CA like systems are too cumbersome and complicated for "normal" users, for me too much "hassle" to monitor issues and related information and links to other issues.
Read full review
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.
Read full review
Inflectra Corporation
  • The ROI is reached faster and exponentially higher, depending on the number of users and cooperating business units.
Read full review
ScreenShots

Brand Embassy (discontinued) Screenshots

Screenshot of

KronoDesk Screenshots

Screenshot of DashboardsScreenshot of Knowledge BaseScreenshot of ReportingScreenshot of Support Forums