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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
We have a call center department that uses the CXone platform for softphone for our agents. We leverage the platform with Salesforce to auto generate tickets based on omni-channel interactions from customers. They are able to submit a case via the omni-channel and our agents are able to assist them and process their cases.
- SMS - allows customers to text in to start a case with us.
- Email - allows easy customer communication via email to our system and reaches an agent for a case.
- Implementation took a while due to testing on our end.
- API is there, but more work on our end was required to integrate to best fit our scenarios.
August 26, 2016
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 19, 2016
Brand Embassy is mostly used by our social care team to help our customers with any kind of issues regarding to our services and products. No one else except the social media team has access to the Brand Embassy, however we are open to provide valuable information to our colleagues from this platform. Brand Embassy helps us to communicate with our customers on any kind of social network or web page or forum and we appreciate the option to prioritize specific channels and the social CRM which we use.
- 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.
- We would appreciate the option to mark sentiment automatically and also we would love to merge our CRM with one one we have in Brand Embassy.
August 10, 2016
Telenor Serbia uses Brand Embassy for social media customer care. Agents from [our customer care] department are absolutely delighted with the app, because they are able to handle multiple social media channels and live chat, from one platform.
- All information about customers in one place.
- Very transparent and easy to use. It helps us to track our results in a very efficient way, as well as to handle our day to day activities in the best way.
- Amazing client services team.
- 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.
August 08, 2016
We use Brand Embassy for direct involvement with our fans and gamers across the social media channels. Thanks to Brand Embassy we save our time and are faster in responding to all questions.
- Gathering all the comments from several channels including YouTube
- Seamless cooperation of several team members
- Option to approve all or selected comments by supervisor before publishing them
- Option to rank the comments as positive/neutral/negative could be more uselful
- Some tool to archive selected posts for future references would be useful
- That's probably due to lack of technical skills :-], but we were not able to differentiate between fans and real customers in the app
August 22, 2016
- 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).
February 25, 2015
We were looking for a solution to quickly and easily handle dozens of accounts with tens of thousands of comments per week on social networking sites such as Facebook, Twitter and Google+. We tried a number of tools, but nothing matches the Brand Embassy. It's fast, easy to manage and great to work with in a team. Additionally, it includes CRM for every fan, which is a killer feature.
- Social CRM - We love it! Each consultant sees immediately what we solved with a fan (+ our notes) in the past on every social network. It saves a lot of time.
- Team work - It works perfectly. Sharing, notes, confirmation replies...
- Speed and stability - I do not remember when it was with Brand embassy a problem.
- Does not work properly on mobile devices.
- Working with a lot of comments could be clearer.
December 30, 2014
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
The Brand Embassy platform is used to manage and monitor communication with our clients and fans across social media. It´s been used by our public relations department, our dedicated team in our call centre as well as by other stakeholders and knowledge masters throughout the whole company. It provides better and faster communication with the public and, therefore, helps us to improve current customer service on social media!
- Brand Embassy helps us to monitor every online mention about us not only on social media but on other websites.
- We are able to add note about every customer and all users have access to the customer history. That gives us a great overview about a customer´s issues and we are able to answer/help accordingly.
- Great monitoring of our customer service on SM including monitoring of our work, response rate, response time, solution time etc! It gives us opportunity to react swiftly to possible delay/issue on our side.
- The process is bit too difficult when we get posts with many comments. It´s partly caused by our internal set up but we should be looking for simpler solution going forward.
- Although Brand Embassy works on IE (9 and newer), there are some features missing (NOT A MAJOR ONES).
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.
Brand Embassy, now part of NICE inContact CXone Scorecard Summary
What is Brand Embassy, now part of NICE inContact CXone?
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.
Categories: Help Desk, Social Media Customer Service
Brand Embassy, now part of NICE inContact CXone Screenshots
Brand Embassy, now part of NICE inContact CXone Video
Today's customers are social, mobile, impatient and want service on their terms. Brand Embassy provides customer service software built to serve customers like Jenny. Get started with your free trial today and be loved by your customers tomorrow.
Brand Embassy, now part of NICE inContact CXone Integrations
Cisco, Microsoft Dynamics, Salesforce
Brand Embassy, now part of NICE inContact CXone Competitors
Brand Embassy, now part of NICE inContact CXone Pricing
Starting Price: $39
- Has featureFree Trial Available?Yes
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?No
Brand Embassy, now part of NICE inContact CXone Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| FAQ/Knowledgebase | ||
| Social Media | ||
| Video Tutorials / Webinar |
Brand Embassy, now part of NICE inContact CXone Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | No |