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
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 10 out of 100
Based on 4 reviews and ratings
Feature Set Ratings
Incident and problem management

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A

8.5
SherpaDesk
85%
SherpaDesk ranks higher in 5/5 features
SherpaDesk ranks higher in 5/5 features
Organize and prioritize service tickets

N/A
0 Ratings

9.1
91%
2 Ratings
Subscription-based notifications

N/A
0 Ratings

9.1
91%
1 Rating
ITSM collaboration and documentation

N/A
0 Ratings

6.8
68%
2 Ratings
Ticket creation and submission

N/A
0 Ratings

8.9
89%
3 Ratings
Ticket response

N/A
0 Ratings

8.9
89%
3 Ratings
Self Help Community

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A

7.3
SherpaDesk
73%
SherpaDesk ranks higher in 2/2 features
SherpaDesk ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings

5.5
55%
1 Rating
Internal knowledge base

N/A
0 Ratings

9.1
91%
1 Rating
Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A

9.1
SherpaDesk
91%
SherpaDesk ranks higher in 3/3 features
SherpaDesk ranks higher in 3/3 features
Customer portal

N/A
0 Ratings

9.1
91%
2 Ratings
Email support

N/A
0 Ratings

9.1
91%
2 Ratings
Help Desk CRM integration

N/A
0 Ratings

9.1
91%
1 Rating
Attribute Ratings
- SherpaDesk is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend

7.2
Brand Embassy, now part of NICE inContact CXone
72%
11 Ratings

8.0
SherpaDesk
80%
3 Ratings
Likelihood to Renew

7.7
Brand Embassy, now part of NICE inContact CXone
77%
5 Ratings

SherpaDesk
N/A
0 Ratings
Availability

8.2
Brand Embassy, now part of NICE inContact CXone
82%
2 Ratings

SherpaDesk
N/A
0 Ratings
Support Rating

9.1
Brand Embassy, now part of NICE inContact CXone
91%
6 Ratings

SherpaDesk
N/A
0 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
SherpaDesk
[It's] well suited for cloud support applications as there's no installation or maintenance required.
Freelance ERP Consultant
Cengiz UçarComputer Software, 1-10 employees
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
SherpaDesk
- Ticketing is very fast & easy
- Tracking time is fast

Verified User
Employee in Information Technology
Information Technology and 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
SherpaDesk
- 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.
Director IT Services
Northwest Nazarene UniversityHigher Education, 201-500 employees
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
Starting Price
$39 per month
Brand Embassy, now part of NICE inContact CXone Editions & Modules
—
Additional Pricing Details
—SherpaDesk
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$0 per agent
SherpaDesk Editions & Modules
Edition
1st Tech Free | $01 |
---|---|
Adventure Package | $391 |
- per agent
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
SherpaDesk
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
SherpaDesk
No score
No answers yet
No answers on this topic
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
SherpaDesk
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.

Verified User
Employee in Information Technology
Information Technology and 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
SherpaDesk
- 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.
Freelance ERP Consultant
Cengiz UçarComputer Software, 1-10 employees