Brand Embassy (discontinued) vs. NapoleonCat

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

It is most effective in tracking the marketing efforts of competitors and gathering of information from social media platforms that is turned into actionable knowledge. NapoleonCat upgrades how we serve our customers and by automating social media marketing processes, time is saved so that teams can concentrate on other strategic tasks

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.

• Multi-hashtag searches
• Customer service
• Social campaign management

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.

• "Free Trial" functionality will actually charge users straight away depending on the trial button clicked
• Changes to plan during a billing cycle are not refunded or credited in any way, including attempting to un-do the change. (So moving down and up again between plans, even if both actions occur within seconds of each other, results in getting charged twice...)

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

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

Incentivized

NapoleonCat is easy to implement and use. Users can manage all their social media activities from a single online dashboard that also includes reporting. Users can manage posts while on the go using the mobile app.

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

Over the course of our campaign, the team went out of their way to fix and correct glitches in the interface that I pointed out to them.

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.

Use this service instead... Far more transparent and also supports modern account security features like 2-factor authentication. (Lack of 2fa puts all social profiles in NepoleonCat at increased risk of being hijacked...)

• 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.

• Maintaining a positive brand image
• Identifying potential influencers
• Spying on competitors

Incentivized