Brand Embassy, now part of NICE inContact CXone vs Soffront CRM

• 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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• The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
• Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
• The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.

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• 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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• I do not like the log-in page. Whenever I go the Soffront site I get a pop-up asking me not to leave. It is a bit pushy when all I want to do is log into my account.
• The social media integration feature they have is not particularly useful. There are other companies that do a far better job of posting to SM for me.

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• + 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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• The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
• The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.

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