18 Ratings
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Score 8.7 out of 100
75 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Incident and problem management

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    9.1

    TeamSupport

    91%
    TeamSupport ranks higher in 5/5 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.5
    95%
    11 Ratings

    Expert directory

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    5 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.5
    95%
    11 Ratings

    Ticket response

    N/A
    0 Ratings
    9.5
    95%
    11 Ratings

    Self Help Community

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    9.0

    TeamSupport

    90%
    TeamSupport ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.5
    85%
    7 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.5
    95%
    10 Ratings

    Multi-Channel Help

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    9.7

    TeamSupport

    97%
    TeamSupport ranks higher in 4/4 features

    Customer portal

    N/A
    0 Ratings
    10.0
    100%
    9 Ratings

    Social integration

    N/A
    0 Ratings
    8.9
    89%
    4 Ratings

    Email support

    N/A
    0 Ratings
    9.9
    99%
    11 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.9
    99%
    7 Ratings

    Attribute Ratings

    • Brand Embassy, now part of NICE inContact CXone is rated higher in 1 area: Availability
    • TeamSupport is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    7.2

    Brand Embassy, now part of NICE inContact CXone

    72%
    11 Ratings
    7.8

    TeamSupport

    78%
    57 Ratings

    Likelihood to Renew

    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings
    10.0

    TeamSupport

    100%
    14 Ratings

    Usability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    8.9

    TeamSupport

    89%
    8 Ratings

    Availability

    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings
    1.8

    TeamSupport

    18%
    8 Ratings

    Performance

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    7.3

    TeamSupport

    73%
    10 Ratings

    Support Rating

    9.1

    Brand Embassy, now part of NICE inContact CXone

    91%
    6 Ratings
    9.3

    TeamSupport

    93%
    16 Ratings

    In-Person Training

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    6.4

    TeamSupport

    64%
    1 Rating

    Online Training

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    7.7

    TeamSupport

    77%
    3 Ratings

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    7.5

    TeamSupport

    75%
    12 Ratings

    Product Scalability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    1.0

    TeamSupport

    10%
    1 Rating

    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

    TeamSupport

    TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
    Anonymous | 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

    TeamSupport

    • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
    • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
    • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
    Jennifer Desautels | 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

    TeamSupport

    • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
    • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
    • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
    • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
    Ron Johnson | 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

    TeamSupport

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional
    $2,000

    Starting Price

    $25 per month

    TeamSupport Editions & Modules

    Edition
    Enterprise$551
    Support Desk$401
    1. Per User per Month
    Additional Pricing Details
    Pricing is based on annual billing

    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

    TeamSupport

    TeamSupport 10.0
    Based on 14 answers
    We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
    Krissy Gray | TrustRadius Reviewer

    Usability

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 8.9
    Based on 8 answers
    I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.But the portal offers great tools and guides on workarounds.
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 8.2
    Based on 2 answers
    No answer on this topic is available.

    TeamSupport

    TeamSupport 1.8
    Based on 8 answers
    Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
    Frances Summerhill | TrustRadius Reviewer

    Performance

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 7.3
    Based on 10 answers
    It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
    Anonymous | TrustRadius Reviewer

    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

    TeamSupport

    TeamSupport 9.3
    Based on 16 answers
    TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
    Eric Krueger | TrustRadius Reviewer

    In-Person Training

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 6.4
    Based on 1 answer
    Able to get hands on training and ask questions.
    Carrie French | TrustRadius Reviewer

    Online Training

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 7.7
    Based on 3 answers
    Not much training was offered, but it was always provided when we requested it
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 7.5
    Based on 12 answers
    Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
    Ron Johnson | 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

    TeamSupport

    TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
    Anonymous | TrustRadius Reviewer

    Scalability

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    TeamSupport

    TeamSupport 1.0
    Based on 1 answer
    TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
    Frances Summerhill | 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

    TeamSupport

    • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
    • TeamSupport allows us to effectively manage workflow.
    • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
    Hannah Pace | TrustRadius Reviewer

    Screenshots

    Brand Embassy, now part of NICE inContact CXone

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