Brand Embassy (discontinued)

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.

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.

We use this as part of our customer support group to help facilitate calls and deal with our customer base. We are excited for the venture to be together as we can better merge or two platforms into one.

Like that it provides more ways for the customer to get a hold of us, it important that we use omnichannel to push the envelope when it comes to keeping connected to the customer. It's important to drive the success of the company.

We have a call center department that uses the CXone platform for softphone for our agents. We leverage the platform with Salesforce to auto generate tickets based on omni-channel interactions from customers. They are able to submit a case via the omni-channel and our agents are able to assist them and process their cases.

It is great for firms that want to make customer communication easier and reduce time on the phone for agents. However, firms who are smaller and do not have heavy volume may be okay with just having a phone system and not utilize the additional features provided by Brand Embassy/CXone.

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.

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).

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.

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.

Telenor Serbia uses Brand Embassy for social media customer care. Agents from [our customer care] department are absolutely delighted with the app, because they are able to handle multiple social media channels and live chat, from one platform.

Telenor Serbia has been working with Brand Embassy for two years, so we’ve seen that they are open-minded, digital oriented and social media addicted, as are we :)

We use Brand Embassy for direct involvement with our fans and gamers across the social media channels. Thanks to Brand Embassy we save our time and are faster in responding to all questions.

If you are in close contact with your community/customer base and deal with questions from different sources like Facebook, Twitter, YouTube etc., Brand Embassy will save your time and thus money!

If you take care of one Facebook page, you probably don't need such a robust tool.

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.

It's well built to support a team of professionals maintaining many channels.

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!

I believe that the Brand Embassy platform is well developed to suit many companies and also they are able and willing to incorporate client requirements!

We use Brand Embassy for social media customer care. It is used mainly by our Customer Care department and Marketing department. It meets all our requirements: managing multiple social media channels from one platform by all our agents.