Overall Satisfaction with Brand Embassy
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.
- 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
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.
It's well built to support a team of professionals maintaining many channels.
Using Brand Embassy
Good terms and pricing + cooperation with the team while implementing custom stuff.