14 Ratings
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Score 8 out of 100
2 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

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
Matt Heerema | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Brand Embassy, now part of NICE inContact CXone
SupportBee
9.2
Organize and prioritize service tickets
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0
Expert directory
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0
Subscription-based notifications
Brand Embassy, now part of NICE inContact CXone
SupportBee
7.2
ITSM collaboration and documentation
Brand Embassy, now part of NICE inContact CXone
SupportBee
8.2
Ticket creation and submission
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0
Ticket response
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0

Self Help Community

Brand Embassy, now part of NICE inContact CXone
SupportBee
6.2
External knowledge base
Brand Embassy, now part of NICE inContact CXone
SupportBee
6.2

Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
SupportBee
8.0
Customer portal
Brand Embassy, now part of NICE inContact CXone
SupportBee
4.0
Email support
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0
Help Desk CRM integration
Brand Embassy, now part of NICE inContact CXone
SupportBee
10.0

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

SupportBee

  • Filters requests by client.
  • Keep track of how much "traffic" that client is causing.
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

SupportBee

  • MESSAGE THREADING - the interface for long message threads makes things difficult to scan and review.
  • PRICE TIERS - a few of the pieces of functionality we need (client portal) are at a price tier that makes it infeasible for us.
Matt Heerema | 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

SupportBee

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 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

SupportBee

SupportBee 7.0
Based on 1 answer
I haven't had to deal with support issues much, other than someone within our own company helping.
Anonymous | 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

SupportBee

SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
Matt Heerema | 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

SupportBee

  • Helps ensure client requests don't go unhandled - invaluable.
  • Helps ensure priority clients get priority handled.
Anonymous | TrustRadius Reviewer

Screenshots

Brand Embassy, now part of NICE inContact CXone

SupportBee

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

SupportBee

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
SupportBee
8.2

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone
7.7
SupportBee

Reliability and Availability

Brand Embassy, now part of NICE inContact CXone
8.2
SupportBee

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
SupportBee
7.0

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