What users are saying about
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 18 reviews and ratings
75 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 75 reviews and ratings
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
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
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
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).
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.

Verified User
Manager in Engineering
Hospitality Company, 51-200 employeesPros
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.
Managing Director
Lord Heritage IncEducation Management, 1-10 employees
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.
Digital Support Team Leader
Telenor GroupTelecommunications, 10,001+ employees
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.
Staff Applications Engineer
Intersil CorporationSemiconductors, 1001-5000 employees
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 |
- Per User per Month
Additional Pricing Details
Pricing is based on annual billingLikelihood 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
External Communication - Social Media
GE Money Bank, Czech RepublicBanking, 1001-5000 employees
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.
Implementation Project Specialist
Tenmast SoftwareComputer Software, 51-200 employees
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.

Verified User
Analyst in Research & Development
Computer Software Company, 11-50 employeesReliability 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
Client Services - Consulting
SmartEtailing.com11-50 employees
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

Verified User
Engineer in Customer Service
Entertainment Company, 11-50 employeesSupport 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
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.
IT Manager
Signature ConsultantsInformation Technology & Services, 501-1000 employees
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.
Commissioning Lead
GridPoint, Inc.51-200 employees
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

Verified User
Engineer in Customer Service
Entertainment Company, 11-50 employeesImplementation 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.
Staff Applications Engineer
Intersil CorporationSemiconductors, 1001-5000 employees
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.
Senior Online Marketing Specialist - Social Media
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.

Verified User
Manager in Customer Service
Computer Software Company, 11-50 employeesScalability
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
Client Services - Consulting
SmartEtailing.com11-50 employees
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.
Social Media Specialist
Vodafone CZ1001-5000 employees
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.
Operations Analyst
Fusion Capital ManagementFinancial Services, 1-10 employees