Seeking something special that helps with customer care on social media? Brand Embassy can be what you´re looking for!
July 21, 2014
Seeking something special that helps with customer care on social media? Brand Embassy can be what you´re looking for!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Brand Embassy
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).
- 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.