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73 Ratings
17 Ratings
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Score 8.6 out of 100

Zoho Desk

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73 Ratings
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Score 8.8 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

Zoho Desk

[Zoho Desk] is well suited for support as well as maintenance and new projects. When utilized for support, the ticketing portion works well. It's not an "over achiever". You get what you want and can either keep the fluff, or remove it based on your needs. You can even customize what you see on the screen. With the workflow, you can view all work queues and easily tweak them.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Organize and prioritize service tickets
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Expert directory
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Subscription-based notifications
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
ITSM collaboration and documentation
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Ticket creation and submission
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Ticket response
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0

Self Help Community

Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
External knowledge base
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0
Internal knowledge base
Brand Embassy, now part of NICE inContact CXone
Zoho Desk
10.0

Multi-Channel Help

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

Zoho Desk

  • Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
  • Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
  • Zoho CRM is great for entering as much relevant information as you can get for any customer.
  • Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
Anonymous | 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

Zoho Desk

  • It would be very useful to have the drag and drop functionality when we are running some problem tracking tool.
  • I would also like to see that the functionality of being able to receive and send voice memos has been implemented. This would be truly innovative.
Jack Mattheus | 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

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 8.6
Based on 10 answers
Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.
Hildah Kay | TrustRadius Reviewer

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

Zoho Desk

Zoho Desk 8.4
Based on 10 answers
Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions
Anonymous | 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

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.
David Yates | 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

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.
David Cook | TrustRadius Reviewer

Screenshots

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

Zoho Desk

General

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

Zoho Desk Editions & Modules

Edition
Free$0
Professional$232
Enterprise$402
Standard$142
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone
7.4
Zoho Desk
8.6

Likelihood to Renew

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

Usability

Brand Embassy, now part of NICE inContact CXone
Zoho Desk
8.6

Reliability and Availability

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

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
Zoho Desk
8.4

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