Hopeful for future potential, but it's a hard pass for now
We changed phone systems for our large, remote, client services-based company in 2021. The new product, NICE, was supposed to have …
Starting at $39 per month
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What is Brand Embassy (discontinued)?
Brand Embassy is now part of NICE inContact CXone (acquired May 2019).Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social…
Recent Reviews
Pricing
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttp://www.brandembassy.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $39 per month
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Brand Embassy (discontinued)?
Brand Embassy is now part of NICE inContact CXone (acquired May 2019).
Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social media, blogs and website forms are unified in one dashboard and routed to the most relevant customer service agent. Customers are matched with the same customer service agent throughout the experience and throughout their relationship with a company. Detailed customer profiles with an omnichannel view of the customer are linked to each request and seamlessly integrated with the agents dashboard. These capabilities will be integrated into CXone.
Brand Embassy (discontinued) Features
- Supported: Social Customer Service
- Supported: Live Chat
- Supported: Email Ticketing
- Supported: High volume routing
- Supported: Social Listening
- Supported: Unified platform to connect customer requests from social media, blogs and website forms
- Supported: Intelligent routing for automatic prioritization of incoming requests
- Supported: Integrated customer profiles to help agents create human connections
- Supported: Auto navigation to keep track of a growing, complex social thread
- Supported: Smart responses to suggest the most relevant or last response
- Supported: Social listening powered by Brand Watch and Google to track brand and competitor mentions on forums and blogs
- Supported: Real-time team collaboration across departments to decrease resolution time
- Supported: Workflow reports to measure performance and predict future staffing needs
- Supported: Insight reports powered by Brand Watch and Google monitor conversations across the web to help companies stay competitive
Brand Embassy (discontinued) Screenshots
Brand Embassy (discontinued) Competitors
Brand Embassy (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Brand Embassy (discontinued) starts at $39.
Sprout Social, Verint Messaging, and Sparkcentral (discontinued) are common alternatives for Brand Embassy (discontinued).
Reviewers rate Social Engagement highest, with a score of 8.9.
The most common users of Brand Embassy (discontinued) are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings
(25)Attribute Ratings
Reviews
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
We changed phone systems for our large, remote, client services-based company in 2021. The new product, NICE, was supposed to have lessened our technical difficulties and made the client experience smoother but unfortunately, it did the opposite. We also used it for detailed scheduling such as lunch breaks, other daily breaks, time for education, and meetings. In theory, it could have been fantastic for us. It also allowed much more detailed monitoring of how we spent most of our time, and potentially needed more support.
- Detailed scheduling capabilities
- Easy access to many contacts
- Facilitates tracking and monitoring
- Connectivity: I personally ended up having to get a new laptop to support this, though my old one met all the supposed specifications.
- Reliability of connection: our IT crew spent an inordinate amount of time trying to connect and reconnect NICE to employees.
- Reliability of connection of calls: it went down constantly, usually in the middle of a call with a distraught client, which really hurt our customer service.
- Feedback/customer service: We had so many reports, calls, and meetings and they were unable to solve our issues. At the time I left that position in March, they were still unresolved.
- Inability to do a wide look/screen calls and messages: with our old system, we could always scan our inbox for urgent calls, and prioritize. At this time we are still unable to w/ NICE.
March 06, 2020
My Brand Embassy Sports
We use this as part of our customer support group to help facilitate calls and deal with our customer base. We are excited for the venture to be together as we can better merge or two platforms into one.
- Chat
- Connection to the customer
- More drive on how to make awareness
- Resources on how to make my inContact better
- Easier to use
August 26, 2016
A partner in need - social indeed
Score 10 out of 10
Vetted Review
Verified User
We have implemented Brand Embassy for our use in the Social Care team as part of our customer service department. It is predominantly used for responding to customer feedback, analyzing customer needs and patterns of behavior on social media. We sought Brand Embassy to help us improve our customer satisfaction levels, both across social media channels and in the customer service department overall. With social quickly taking over traditional channels for communicating with a brand, it was more than apparent that partnering up with a platform that enables us to not only view what our customers are saying but to help build strong and lasting relationships.
- 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.
- Perhaps a tad easier function for starting our new conversations with users (though I understand there is already a fix planned for this particular field).
- I would like to have more control over tag creation, maybe added keyword complexity.
- Conversation numbering based on topic (by customer individually or by a tag) could also improve some of the reports.
August 22, 2016
Are you looking for a tool to manage online care? Brand Embassy might be interesting for you.
Score 10 out of 10
Vetted Review
Verified User
- Thanks to Brand Embassy we are informed about any mention about our brand in online discussions, not only on our social network profiles.
- We appreciate that we can create private notes to the customers comments. Therefore, all members of our team are ready to respond appropriately.
- Brand Embassy is able to make synoptic reports, which are very useful for us.
- It is good that customer history is available for every user.
- For some users can be limiting work in Brand Embassy on mobile device.
- The application does not fully support Google+ (BE supports only company's posts).
December 30, 2014
The pillar of our social customer care
Score 9 out of 10
Vetted Review
Verified User
O2 is using Brand Embassy as a social care tool - CRM, engagement and monitoring of all social channels. It's used for the main brand and all responses around it.
- Flexibility with non-standard channels
- Nice reporting
- Workflow management
- Some parts of the UX are overdue for a polish/redesign
- Search in CRM database
July 21, 2014
Brand Embassy
Score 8 out of 10
Vetted Review
Verified User
We use Brand Embassy for social media customer care. It is used mainly by our Customer Care department and Marketing department. It meets all our requirements: managing multiple social media channels from one platform by all our agents.
- Social media management, listening and analytics.
- Easy to use also for beginners. Very intuitive front end.
- Support is very quick.
- Some system outages. But by moving to new hosting should solve problem.
- Not all analytics features are available.