Brand Embassy (discontinued) vs. Vision Helpdesk

Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.

Incentivized

I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.

Incentivized

• Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
• Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
• Agent performance and team management.
• Easily measurable KPIs thanks to detailed reporting.
• Use of tags and sentiment help make analysis of customer behavior easier.

• The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
• Good-looking, with good visualisation and usability dashboard.
• Ticket transfer between support users, comments, ticket printing.
• The best price and functionality, comparing to other help desks.
• Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.

• 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.

• Chat feature.
• Remote desktop.
• Get more integration with other software and Mobile apps.

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

For us it's really best solution.

Please see all other details from previous answers in this survey.

Incentivized

Really simple, good-looking interface, many features and customizations

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

Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.

Incentivized

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.

Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.

Incentivized

• The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.

• Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
• We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
• Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).