Brand Embassy (discontinued) vs. Simplify360

Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.

Incentivized

To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered

• Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
• Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
• Agent performance and team management.
• Easily measurable KPIs thanks to detailed reporting.
• Use of tags and sentiment help make analysis of customer behavior easier.

• BeFirst publishes to multiple social channels for clients. The publishing module makes publishing very easy and effective.
• Workflow allows our team to handle customer service requests and brand management issues very quickly to maintain a company's reputation.
• The ease of set up in the listening module, makes brand reputation very effective.
• The platform does offer platform provide sentiment analysis, and it works great. The team has found that is very easy to keep up conversations and answer customer for clients or forward the infomation to said client.

• 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.

• I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.

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

We have a great relationship with the Simplify team and anyone in our team is able to reach out to them and get answers to questions is a wonderful benefit of working with them. Also we have collaborated with the team to enhance the product, which again is a very welcome gesture from a company that sells a product that helps enterprises listen in to people and support them.

Please see all other details from previous answers in this survey.

Incentivized

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

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.

In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate

• The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.

• Reduction of weekly and monthly report building time by over 70%
• Lead generation increased by over 30%.
• Online brand negativity neutralized by over 80%.