What users are saying about
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 18 reviews and ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.8 out of 100
Based on 2 reviews and ratings
Feature Set Ratings
Incident and problem management

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
8.2
ProProfs Help Desk
82%
ProProfs Help Desk ranks higher in 4/4 features
ProProfs Help Desk ranks higher in 4/4 features
Organize and prioritize service tickets

N/A
0 Ratings
8.2
82%
1 Rating
ITSM collaboration and documentation

N/A
0 Ratings
7.3
73%
1 Rating
Ticket creation and submission

N/A
0 Ratings
9.1
91%
1 Rating
Ticket response

N/A
0 Ratings
8.2
82%
1 Rating
Self Help Community

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
8.2
ProProfs Help Desk
82%
ProProfs Help Desk ranks higher in 1/1 features
ProProfs Help Desk ranks higher in 1/1 features
Internal knowledge base

N/A
0 Ratings
8.2
82%
1 Rating
Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
7.7
ProProfs Help Desk
77%
ProProfs Help Desk ranks higher in 2/2 features
ProProfs Help Desk ranks higher in 2/2 features
Email support

N/A
0 Ratings
8.2
82%
1 Rating
Help Desk CRM integration

N/A
0 Ratings
7.3
73%
1 Rating
Attribute Ratings
- Brand Embassy, now part of NICE inContact CXone is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend

7.2
Brand Embassy, now part of NICE inContact CXone
72%
11 Ratings
6.4
ProProfs Help Desk
64%
1 Rating
Likelihood to Renew

7.7
Brand Embassy, now part of NICE inContact CXone
77%
5 Ratings
ProProfs Help Desk
N/A
0 Ratings
Availability

8.2
Brand Embassy, now part of NICE inContact CXone
82%
2 Ratings
ProProfs Help Desk
N/A
0 Ratings
Support Rating

9.1
Brand Embassy, now part of NICE inContact CXone
91%
6 Ratings
7.3
ProProfs Help Desk
73%
2 Ratings
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).
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 11-50 employeesPros
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 11-50 employeesCons
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.
Digital Support Team Leader
Telenor GroupTelecommunications, 10,001+ employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 11-50 employeesPricing 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
Starting Price
$39 per month
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
Starting Price
$0 3 Users
ProProfs Help Desk Editions & Modules
Edition
TEAM | $ 49 per month1 |
---|---|
BUSINESS | $ 89 per month2 |
ENTERPRISE | $ 499 per month3 |
- 3 Users
- 5 Users
- Unlimited Users
Additional Pricing Details
—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
External Communication - Social Media
GE Money Bank, Czech RepublicBanking, 1001-5000 employees
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 6 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
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
ProProfs Help Desk
ProProfs Help Desk 7.3
Based on 2 answers
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.
Senior Online Marketing Specialist - Social Media
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 11-50 employeesReturn 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.
Social Media Specialist
Vodafone CZ1001-5000 employees
ProProfs Help Desk
- High customer retention.
- Optimized average response time.

Verified User
Manager in Information Technology
Information Technology & Services Company, 11-50 employees