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Brand Embassy (discontinued)

Brand Embassy (discontinued)

Overview

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…

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Recent Reviews

Brand Embassy is NIIICE

9 out of 10
January 24, 2020
Incentivized
We have a call center department that uses the CXone platform for softphone for our agents. We leverage the platform with Salesforce to …
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Brand Embassy

8 out of 10
July 21, 2014
We use Brand Embassy for social media customer care. It is used mainly by our Customer Care department and Marketing department. It meets …
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Pricing

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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
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Product Details

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

Screenshot of

Brand Embassy (discontinued) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

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 Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(25)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Ondřej Ullmann | TrustRadius Reviewer
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).
  • + 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.
If you need to manage more profiles on different social networks or if you have profiles with many fans/followers, you should definitely try a tool such as for example Brand Embassy.
In my opinion Brand Embassy provides the most complete functions for customer care on social networks and other online discussions. Brand Embassy is flexible and often adds new features.
The answers are fast and accurate. In case of problems with BE the communication is quick and clear.
Yes
We are satisfied with solution time.
Marek Šoth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • + We can fully monitor every mention on social networks.
  • + We are able to respond faster and more accurately (with Social CRM).
  • + We work more efficiently and we have more time for other work.
I believe that the Brand Embassy is something everyone can use. The team is very good about listening to your needs and always tries to incorporate it into the newest version.
Brand Embassy is currently offering the best complex tool for customer care and I believe that it will be so in the future. I am glad that we chose them. Try it and you will understand.
  • Vendor implemented
Dušan Šimonovič | TrustRadius Reviewer
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
  • We can manage and respond to social queries swiftly thanks to the nice workflow management
  • It's reasonably priced generally and flexible to use - saves costs
It's well built to support a team of professionals maintaining many channels.
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.
Good terms and pricing + cooperation with the team while implementing custom stuff.
Michaela Havelková | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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).
I believe that the Brand Embassy platform is well developed to suit many companies and also they are able and willing to incorporate client requirements!
  • Faster communication on Social media as well as improved response rate!
  • More people and stakeholders in the company are part of the new process. That causes higher quality answers in shorter time period.
  • CRM section provides valuable information about customers and communication history.
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
July 21, 2014

Brand Embassy

Lubomir Suchy | TrustRadius Reviewer
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.
  • Reply option direct in to tool
  • Tracking of reply time
  • Notifications
  • Reporting
  • 4-eye check
  • Delegation of tasks
  • Internal notes
  • Post manager
  • Sentiment
  • Listening
  • Social CRM
  • Better customer service
It met all our requirements defined before selection. The price was also reasonable in comparison with others.
ROI will play main factor.
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