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 8.6 out of 100
Based on 18 reviews and ratings
Top Rated
106 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.1 out of 100
Based on 106 reviews and ratings
Feature Set Ratings
Incident and problem management

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
10.0
Zoho Desk
100%
Zoho Desk ranks higher in 6/6 features
Zoho Desk ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings
10.0
100%
1 Rating
Expert directory

N/A
0 Ratings
10.0
100%
1 Rating
Subscription-based notifications

N/A
0 Ratings
10.0
100%
1 Rating
ITSM collaboration and documentation

N/A
0 Ratings
10.0
100%
1 Rating
Ticket creation and submission

N/A
0 Ratings
10.0
100%
1 Rating
Ticket response

N/A
0 Ratings
10.0
100%
1 Rating
Self Help Community

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
10.0
Zoho Desk
100%
Zoho Desk ranks higher in 2/2 features
Zoho Desk ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating
Internal knowledge base

N/A
0 Ratings
10.0
100%
1 Rating
Multi-Channel Help

Brand Embassy, now part of NICE inContact CXone
Feature Set Not Supported
N/A
10.0
Zoho Desk
100%
Zoho Desk ranks higher in 3/3 features
Zoho Desk ranks higher in 3/3 features
Customer portal

N/A
0 Ratings
10.0
100%
1 Rating
Email support

N/A
0 Ratings
10.0
100%
1 Rating
Help Desk CRM integration

N/A
0 Ratings
10.0
100%
1 Rating
Attribute Ratings
- Brand Embassy, now part of NICE inContact CXone is rated higher in 1 area: Support Rating
- Zoho Desk is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend

7.2
Brand Embassy, now part of NICE inContact CXone
72%
11 Ratings
8.7
Zoho Desk
87%
20 Ratings
Likelihood to Renew

7.7
Brand Embassy, now part of NICE inContact CXone
77%
5 Ratings
Zoho Desk
N/A
0 Ratings
Usability

Brand Embassy, now part of NICE inContact CXone
N/A
0 Ratings
9.0
Zoho Desk
90%
12 Ratings
Availability

8.2
Brand Embassy, now part of NICE inContact CXone
82%
2 Ratings
Zoho Desk
N/A
0 Ratings
Support Rating

9.1
Brand Embassy, now part of NICE inContact CXone
91%
6 Ratings
7.9
Zoho Desk
79%
12 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).
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
Zoho Desk
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
Customer Success Manager
Tarsil.pkInformation Technology & Services, 1-10 employees
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
Zoho Desk
- Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
- The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
- I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
- It is completely a feature rich platform.
Accounting Consultant
The Intersect GroupStaffing & Recruiting, 501-1000 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
Zoho Desk
- When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
- Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Verified User
Analyst in Information Technology
Insurance Company, 501-1000 employeesPricing 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
—Zoho Desk
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Starting Price
$0
Zoho Desk Editions & Modules
Edition
Free | $0 |
---|---|
Professional | $232 |
Enterprise | $402 |
Standard | $142 |
- none
- per user
Additional Pricing Details
—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
External Communication - Social Media
GE Money Bank, Czech RepublicBanking, 1001-5000 employees
Zoho Desk
No score
No answers yet
No answers on this topic
Usability
Brand Embassy, now part of NICE inContact CXone
No score
No answers yet
No answers on this topic
Zoho Desk
Zoho Desk 9.0
Based on 12 answers
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.

Verified User
Team Lead in Engineering
Computer Software Company, 51-200 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
Zoho Desk
Zoho Desk 7.9
Based on 12 answers
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
Help Desk Technician
Outdoor PrideArchitecture & Planning, 51-200 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
Zoho Desk
After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
President
Geeks-r-Us, Inc.Computer & Network Security, 1-10 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
Zoho Desk
- Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
- By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
- All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
Owner
Frontier PC TutoringEducation Management, 1-10 employees