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

Attribute Ratings

  • Brand Embassy, now part of NICE inContact CXone is rated higher in 1 area: Support Rating
  • Verint Messaging (former Conversocial) is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Availability

Likelihood to Recommend

7.2

Brand Embassy, now part of NICE inContact CXone

72%
11 Ratings
8.2

Verint Messaging

82%
11 Ratings

Likelihood to Renew

7.7

Brand Embassy, now part of NICE inContact CXone

77%
5 Ratings
9.1

Verint Messaging

91%
6 Ratings

Usability

Brand Embassy, now part of NICE inContact CXone

N/A
0 Ratings
8.2

Verint Messaging

82%
5 Ratings

Availability

8.2

Brand Embassy, now part of NICE inContact CXone

82%
2 Ratings
8.7

Verint Messaging

87%
4 Ratings

Performance

Brand Embassy, now part of NICE inContact CXone

N/A
0 Ratings
8.5

Verint Messaging

85%
4 Ratings

Support Rating

9.1

Brand Embassy, now part of NICE inContact CXone

91%
6 Ratings
8.2

Verint Messaging

82%
9 Ratings

In-Person Training

Brand Embassy, now part of NICE inContact CXone

N/A
0 Ratings
9.1

Verint Messaging

91%
1 Rating

Online Training

Brand Embassy, now part of NICE inContact CXone

N/A
0 Ratings
9.1

Verint Messaging

91%
3 Ratings

Implementation Rating

Brand Embassy, now part of NICE inContact CXone

N/A
0 Ratings
9.1

Verint Messaging

91%
6 Ratings

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

Verint Messaging

From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
Conway Stone | 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

Verint Messaging

  • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
  • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
  • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
  • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
Amy Ortega | 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

Verint Messaging

  • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
Kellen McAvoy | 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

Verint Messaging

General

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

Starting Price

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

Verint Messaging

Verint Messaging 9.1
Based on 6 answers
The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
Nolan Perry | TrustRadius Reviewer

Usability

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 8.2
Based on 5 answers
Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
Nolan Perry | 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.

Verint Messaging

Verint Messaging 8.7
Based on 4 answers
Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
Andrey Grigoryev | TrustRadius Reviewer

Performance

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 8.5
Based on 4 answers
Extremely fast, practically in real time.
David Tull | 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

Verint Messaging

Verint Messaging 8.2
Based on 9 answers
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
Nolan Perry | TrustRadius Reviewer

In-Person Training

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 9.1
Based on 1 answer
Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
Andrey Grigoryev | TrustRadius Reviewer

Online Training

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 9.1
Based on 3 answers
Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
Andrey Grigoryev | TrustRadius Reviewer

Implementation Rating

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

Verint Messaging

Verint Messaging 9.1
Based on 6 answers
Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
David Tull | 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

Verint Messaging

Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
Conway Stone | 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

Verint Messaging

  • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
  • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
  • We can track that we are responding to a fan's first message within 30 minutes.
  • We can track the number of messages each user engages with.
  • We can see the most effective times of day to post and reply.
Lauren Stewart | TrustRadius Reviewer

Screenshots

Brand Embassy, now part of NICE inContact CXone

Verint Messaging

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