14 Ratings
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Score 8 out of 100
9 Ratings
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Score 8.9 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

Teamwork Desk

Overall Teamwork Desk is a great product, reliable and flexible. It's well suited for most businesses, but higher end plans can be expensive the more users you get. So might not be ideal for small businesses. But, if you're using Teamwork Projects and need a help desk than Teamwork Desk should be your choice. The integration works well, and they are constantly improving it. We use all 3 products... Projects, Desk, and Chat. I highly recommend all 3.
Viktor Nagornyy | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
Organize and prioritize service tickets
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
Subscription-based notifications
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
10.0
Ticket creation and submission
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
Ticket response
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9

Self Help Community

Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
External knowledge base
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
10.0
Internal knowledge base
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.8

Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
10.0
Customer portal
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
Email support
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
9.9
Help Desk CRM integration
Brand Embassy, now part of NICE inContact CXone
Teamwork Desk
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

Teamwork Desk

  • Organization
  • Email Alerts to clients and us
  • Intuitive
Matthew McKenzie | 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

Teamwork Desk

  • The interface can get a little clunky with large inboxes.
  • Overall, it's very well designed.
Jeff Mendelson, MBA | 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

Teamwork Desk

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

Teamwork Desk

Teamwork Desk 10.0
Based on 1 answer
I have never (ever) gone more than 30 min from receiving a response from their support team(!)
Jeff Mendelson, MBA | 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

Teamwork Desk

All help desk solutions we tested were good in terms of features and ease of use. The main reason we chose Desk is because of Teamwork Projects integration, since we're using it to manage our business. Desk delivers great user experience for agents and customers, so I'm happy with the choice we made.
Viktor Nagornyy | 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

Teamwork Desk

  • Faster, All in one Location
  • Organziation
  • Simpler Then Most Ticket Software
Matthew McKenzie | 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

Brand Embassy, now part of NICE inContact CXone Editions & Modules

Additional Pricing Details

Teamwork Desk

General

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

Teamwork Desk Editions & Modules

Edition
Plus$131
Pro$251
Starter$71
EnterpriseContact us2
  1. per agent/month
  2. Contact us
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone
7.5
Teamwork Desk
9.9

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone
7.7
Teamwork Desk

Reliability and Availability

Brand Embassy, now part of NICE inContact CXone
8.2
Teamwork Desk

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
Teamwork Desk
10.0

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