The pillar of our social customer care
Updated December 30, 2014

The pillar of our social customer care

Dušan Šimonovič | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Modules Used

  • Probably all of them :)

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.
  • 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
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.

Brand Embassy Support