Brand Embassy helped us to manage thousandfold increase of mentions
Pavla Šedivá | TrustRadius Reviewer
August 19, 2016

Brand Embassy helped us to manage thousandfold increase of mentions

Score 9 out of 10
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Verified User
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Overall Satisfaction with Brand Embassy

Brand Embassy is mostly used by our social care team to help our customers with any kind of issues regarding to our services and products. No one else except the social media team has access to the Brand Embassy, however we are open to provide valuable information to our colleagues from this platform. Brand Embassy helps us to communicate with our customers on any kind of social network or web page or forum and we appreciate the option to prioritize specific channels and the social CRM which we use.
  • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
  • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
  • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
  • We would appreciate the option to mark sentiment automatically and also we would love to merge our CRM with one one we have in Brand Embassy.
  • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
We use SentiOne mainly for measuring sentiment. On the other hand Brand Embassy is our core tool for communication with our customers on social media. That is the main reason why we use it.
We use Brand Embassy mainly for responding to our customers therefore we find it very useful, especially the function of prioritizing. The workflow is very intuitive.
We have used Brand Embassy for analysis recently when we were collecting data from the last 5 years we have been using it. It was very intuitive and it helped us to realize how much the amount of mentions has grown. We were also able to identify the busiest days for our social care team. They are able to deal with 1000 times more questions than 5 years ago. We also use Brand Embassy to analyze crisis communication which also helps other colleagues to understand the size of negative PR so we know how to react. Data accuracy is ok, but the user should be careful with setting the filters in search. One can sometimes overlook a unit.
Brand Embassy visualizes very simple graphs where you can set what type of data you want to see and it changes in real time. There is a possibility to do ad hoc analysis. We also use it. It is necessary to email keywords to your account manager. People in Brand Embassy are always very helpful and they can set the ad hoc analysis within 24 hours. However we do not use the sentiment analysis as our social care team does not focus on setting the sentiment on every other mention and question.
Brand Embassy is a perfect tool for anyone who wants to communicate with customers not only on social media, but also on forums and other discussions. It is also great for those who want to get to know their customers more. Brand Embassy enables you to create conversation history and add notes to specific customers so you don't have to use any other tool to remember what you have been discussing with a single user. We would definitely suggest Brand Embassy for those who want to know what people think about their products and what discussions you can find about those products on the internet. We also find notifications on any post with high engagement very useful, because we can react right away. And that is what matters on social media. Brand Embassy is great for corporate companies with a big volume of mentions and activity on social media. But I believe that even medium businesses will find it useful.