14 Ratings
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Score 8 out of 100
1 Ratings
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Score 6.4 out of 100

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone

Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
Milko Aritonoski | TrustRadius Reviewer

ProProfs Help Desk

As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2
Organize and prioritize service tickets
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2
ITSM collaboration and documentation
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
7.3
Ticket creation and submission
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
9.1
Ticket response
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2

Self Help Community

Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2
Internal knowledge base
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2

Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
7.7
Email support
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
8.2
Help Desk CRM integration
Brand Embassy, now part of NICE inContact CXone
ProProfs Help Desk
7.3

Pros

Brand Embassy, now part of NICE inContact CXone

  • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
  • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
  • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
Pavla Šedivá | TrustRadius Reviewer

ProProfs Help Desk

  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
Anonymous | TrustRadius Reviewer

Cons

Brand Embassy, now part of NICE inContact CXone

  • 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.
Milica Isailovic | TrustRadius Reviewer

ProProfs Help Desk

  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 7.7
Based on 5 answers
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
Michaela Havelková | TrustRadius Reviewer

ProProfs Help Desk

No score
No answers yet
No answers on this topic

Support Rating

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 9.1
Based on 3 answers
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
Milko Aritonoski | TrustRadius Reviewer

ProProfs Help Desk

ProProfs Help Desk 7.3
Based on 1 answer
No answer on this topic is available.

Alternatives Considered

Brand Embassy, now part of NICE inContact CXone

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.
Dušan Šimonovič | TrustRadius Reviewer

ProProfs Help Desk

I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
Anonymous | TrustRadius Reviewer

Return on Investment

Brand Embassy, now part of NICE inContact CXone

  • + We can fully monitor every mention of our brand.
  • + We are able to respond faster and more accurately (thanks to customer history)
  • + As more employees can work all at once, we can solve more posts from different sources immediately.
Ondřej Ullmann | TrustRadius Reviewer

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
Anonymous | TrustRadius Reviewer

Screenshots

Brand Embassy, now part of NICE inContact CXone

Pricing Details

Brand Embassy, now part of NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Brand Embassy, now part of NICE inContact CXone Editions & Modules

Additional Pricing Details

ProProfs Help Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone
7.5
ProProfs Help Desk
6.4

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone
7.7
ProProfs Help Desk

Reliability and Availability

Brand Embassy, now part of NICE inContact CXone
8.2
ProProfs Help Desk

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
ProProfs Help Desk
7.3

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