Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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 …
Continue reading
Read all reviews
Return to navigation

Pricing

View all 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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(25)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 2 out of 10
Vetted Review
Verified User
Incentivized
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.
Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.
  • Positive: it helped supervisors track across the board in a much more efficient way to help see where more support was needed and helped set a schedule for all employees - though, with the type of calls we handle, the schedules basically went out the window on a daily basis.
  • Negative: it sucked up most of our IT team's time, leaving them overworked and unable to help w/ other technical issues.
  • Negative: greatly impacted our client services because calls dropped constantly.
  • Negative: impacted client services because we were unable to scan and determine urgent needs. Every item came to us on a first-come first serve basis.
  • Negative: though it was cool that there was a 'Request for call back' option, it meant that in the mornings we had to make phones ring as early as 3:00 AM PST to get through the queue.
Ring central, and g-mail - which sometimes 'Went down' but always gave us a workaround so that we could still help clients. Whereas when NICE went down, we were stuck.
Please see all other details from previous answers in this survey.
Some customer service people seemed willing to help but unable. Others seemed to read from a script, then tell us to buy newer computers. I was on several calls about the same ongoing issues that never did get resolved over the 10 months I used NICE. And I know my supervisors and the IT teams were on many, many calls. Each of us submitted multiple feedback reports every single shift which seemed to go ignored or perhaps were just outside their scope.
Milko Aritonoski | TrustRadius Reviewer
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.
  • Very positive in terms of customer engagement - improved response and issue resolution times.
  • Excellent in terms of agent involvement - we have more control and way more insight into what is being said, done and talked about on our social media channels than ever before.
  • Very positive in terms of identifying strengths and weaknesses of our own internal departments, i.e. what we can improve in order to gain significantly greater customer satisfaction.
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).
Better organized, with more identifiable and easily accessible data, not to mention, these two offer the bare bones of functionality. Sure you can see raw data but you cannot actually do anything with them as a whole - you need to do all the comparison and analysis yourself which can take a long time.
No
Brand Embassy's support is competent, knowledgeable and prompt enough so there's absolutely NO need for a premium support.
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.
Yes
It was a minor thing - mainly about the mails themselves but it was resolved super fast and it turns out it was from our part :)
We get regular support for our weekly/monthly reports though I must highlight the direction and advice for proper use of the platform and using all the tiny details and opportunities that are essential to reaching our KPIs by their dedicated agent. It is superb and helps us greatly in our setup and use of the platform accordingly.
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.
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.
Return to navigation