18 Ratings
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Score 8.6 out of 100
Top Rated
106 Ratings
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Score 9.1 out of 100

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

    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

    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

    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).
    Milko Aritonoski | TrustRadius Reviewer

    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.
    Humayun Farooqi | 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

    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.
    Sofia Martinez | 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

    • 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!). :)
    Anonymous | 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

    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
    1. none
    2. 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
    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 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.
    Anonymous | 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

    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.
    Hildah Kay | 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

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