14 Ratings
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Score 8 out of 100
36 Ratings
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Score 8.2 out of 100

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

SolarWinds Web Help Desk (WHD)

One of the main issues for us is tracking overdue tickets and how they can be better resolved. Missed SLA's are also better tracked to show our team how to avoid this by giving better support or passing along to another level if needed. The reporting mechanism allows us to change on the fly to see where we are lacking support and where we may have too many resources staffed. By utilizing these reports we can move resources around to have better coverage.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.5
Organize and prioritize service tickets
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.5
Expert directory
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.5
Subscription-based notifications
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.5
ITSM collaboration and documentation
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.0
Ticket creation and submission
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.3
Ticket response
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.1

Self Help Community

Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.3
External knowledge base
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
7.5
Internal knowledge base
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
9.1

Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.1
Customer portal
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.6
Social integration
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
6.7
Email support
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.6
Help Desk CRM integration
Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.8

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

SolarWinds Web Help Desk (WHD)

  • Email notifications are pretty good; you can add hidden notes, close/resolve/update tickets just by selecting the appropriate link in the email that is sent when a ticket is created or edited.
  • It provides a great deal of information to both the user and tech.
  • It allows us to automatically update asset information with our mobile device management system by using an extension.
John Mahlman IV | 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

SolarWinds Web Help Desk (WHD)

  • Support occasionally misses the mark (e.g. usually simple misunderstandings or mis-communications)
  • Intermittent UI bugs (e.g.: fields disappear until page refreshes)
  • AD/LDAP imports can be quirky (e.g.: user name changes, deactivates old user, makes new user instead of just renaming user)
  • Reports can be tricky to write
Michael Santangelo | TrustRadius Reviewer

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

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | TrustRadius Reviewer

Usability

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | TrustRadius Reviewer

Support Rating

Brand Embassy, now part of NICE inContact CXone

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
Milko Aritonoski | TrustRadius Reviewer

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.5
Based on 8 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Implementation Rating

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 2 answers
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo | TrustRadius Reviewer

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

SolarWinds Web Help Desk (WHD)

From a quality and use standpoint, they leave ALL of them in the dust. As far as support is concerned, they are faster and more accurate at resolving issues. Their software goes in easily, and functions as it is supposed to with minimal problems. And, as I have said before, their support is easy to reach and fast to resolve issues.
Marc Shaffer | 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

SolarWinds Web Help Desk (WHD)

  • Faster service when it comes to fixing issues.
  • Able to go back on tickets and see what was previously done on repeated issues.
  • Self serves help desk. The employee can open and close their own request and add as much detail as needed to their ticket. No need to call in and have someone open a ticket for you.
Anonymous | TrustRadius Reviewer

Screenshots

Brand Embassy, now part of NICE inContact CXone

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

SolarWinds Web Help Desk (WHD)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone
7.5
SolarWinds Web Help Desk (WHD)
9.1

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone
7.7
SolarWinds Web Help Desk (WHD)
9.1

Usability

Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
7.1

Reliability and Availability

Brand Embassy, now part of NICE inContact CXone
8.2
SolarWinds Web Help Desk (WHD)

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
SolarWinds Web Help Desk (WHD)
8.5

Implementation Rating

Brand Embassy, now part of NICE inContact CXone
SolarWinds Web Help Desk (WHD)
8.0

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