Brand Embassy, now part of NICE inContact CXone vs SherpaDesk

Likelihood to Recommend

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).

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Milko Aritonoski

Social Care Specialist

Makedonski Telekom ADTelecommunications, 1001-5000 employees

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[It's] well suited for cloud support applications as there's no installation or maintenance required.

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Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

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Feature Rating Comparison

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Organize and prioritize service tickets

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

External knowledge base

Internal knowledge base

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Customer portal

Email support

Help Desk CRM integration

Pros

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.

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Pavla Šedivá

Social Media Content Specialist

O2 Czech RepublicTelecommunications, 5001-10,000 employees

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Ticketing is very fast & easy
Tracking time is fast

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Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

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Cons

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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Milica Isailovic

Digital Support Team Leader

Telenor GroupTelecommunications, 10,001+ employees

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Its ability to switch between tickets, assets, etc., is a little clunky. A static menu bar would be helpful.
The ability to see the latest update in the ticket view.

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Jessica Piper

Director IT Services

Northwest Nazarene UniversityHigher Education, 201-500 employees

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Likelihood to Renew

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

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Michaela Havelková

External Communication - Social Media

GE Money Bank, Czech RepublicBanking, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Support Rating

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

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Milko Aritonoski

Social Care Specialist

Makedonski Telekom ADTelecommunications, 1001-5000 employees

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SherpaDesk 9.0

Based on 1 answer

I have not had to contact them very many times, but any instances I have, have been very positive. I like the personalized one-on-one nature of the help they provide to each of their customers. They pay attention to what your issue or issues are and help follow that through.

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Verified User

Director in Marketing

Marketing and Advertising Company, 11-50 employees

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Alternatives Considered

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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Dušan Šimonovič

Senior Online Marketing Specialist - Social Media

O2 Czech RepublicTelecommunications, 5001-10,000 employees

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When looking for solutions for our business, I personally looked at Aautotask. I am not the decision maker so I don't know what my boss looked at in full. Autotask seems good. It looked like it got a bit complicated and may be for very large enterprise customers. Just lots of features that we don't need.

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Verified User

Employee in Information Technology

Information Technology and Services Company, 11-50 employees

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Return on Investment

+ 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.

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Ondřej Ullmann

Social Media Specialist

Vodafone CZ1001-5000 employees

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As a single freelance consultant Sherpadesk has exceptional ROI because it's free but if my company had more support people I would definetly go with SherpaDesk again.

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Cengiz Ucar

Freelance ERP Consultant

Cengiz UçarComputer Software, 1-10 employees

View all 4 answers on this topic

Pricing Details

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

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

SherpaDesk Editions & Modules

Edition

1st Tech Free	$0¹
Adventure Package	$39¹

per agent

Additional Pricing Details

—

Rating Summary

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Brand Embassy, now part of NICE inContact CXone

SherpaDesk

Likelihood to Recommend