18 Ratings
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Score 8.7 out of 100
4 Ratings
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Score 10 out of 100

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

    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

    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

    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).
    Milko Aritonoski | TrustRadius Reviewer

    SherpaDesk

    [It's] well suited for cloud support applications as there's no installation or maintenance required.
    Cengiz Ucar | TrustRadius Reviewer

    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

    SherpaDesk

    • Ticketing is very fast & easy
    • Tracking time is fast
    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

    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.
    Jessica Piper | TrustRadius Reviewer

    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
    1. 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
    Michaela Havelková | TrustRadius Reviewer

    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
    Milko Aritonoski | TrustRadius Reviewer

    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.
    Dušan Šimonovič | TrustRadius Reviewer

    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.
    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

    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.
    Cengiz Ucar | TrustRadius Reviewer

    Screenshots

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