Brand Embassy Reviews & Product Details


What is Brand Embassy?

Brand Embassy is social customer service software designed to deliver human connections at scale. Brand Embassy makes customer service personal. We help companies with high volume social customer service demand prioritize and automate the right parts of the customer experience to create relationships built on human connections. Incoming requests and mentions from social media, blogs and website forms are unified in one beautiful dashboard and routed to the most relevant customer service agent. As a conversation grows organically on social media, so does Brand Embassy’s routing mechanism. Customers are matched with the same customer service agent throughout the experience and throughout their relationship with a company. Detailed customer profiles with an omnichannel view of the customer are linked to each request and seamlessly integrated with the agents dashboard. Intelligent routing paired with rich customer profiles empowers agents to deliver a fast, personalized experience that retains customers and increases loyalty. Key Features and Benefits of Brand Embassy: Unified platform to connect customer requests from social media, blogs and website forms Intelligent routing for automatic prioritization of incoming requests Integrated customer profiles to help agents create human connections Auto navigation to keep track of a growing, complex social thread Smart responses to suggest the most relevant or last response Social listening powered by Brand Watch and Google to track brand and competitor mentions on forums and blogs Real-time team collaboration across departments to decrease resolution time Workflow reports to measure performance and predict future staffing needs Insight reports powered by Brand Watch and Google monitor conversations across the web to help companies stay competitive With offices in San Francisco, Prague and London Brand Embassy helps clients like T-Mobile, Samsung, Vodafone and Telenor reduce operational costs, increase agent utility and achieve human connections at scale through digital customer service.

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Brand Embassy Profile Details

Brand Embassy Profile Details

Related Links
Q&A
Languages Supported
English
Vendor
Brand Embassy Ltd.
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
63
Twitter
@Brand_Embassy
Twitter Followers
2,073
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Companies Using Brand Embassy

Vodafone
T-Mobile
Samsung
ING
Lenovo
Telefonica
Allianz
Analytici ČSOB
Telenor
Aaaauto
Airbank
CTU

Brand Embassy Reviews

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Brand Embassy Reviews

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1-29 of 29 total Brand Embassy reviews
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Customer Support Professional
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"Brand Embassy places you in excellent customer service."

What do you like best?

One of the things that I appreciate most about this tool is that it makes customer service personal. It gives us support as we have a large volume of social services to attend and we must prioritize and automate the correct parts of the customer experience to create relationships based on human connections. What I like the most is that I do not need to change the platform to control and monitor all social networks. It is very easy to understand and manipulate, I do not need a great training. You can generate statistical reports of customer interaction with publications and comments; with these reports you can also check the KPI indicators.

What do you dislike?

I do not like that you have no control over the creation of labels

Recommendations to others considering the product:

It is an excellent platform buy it with confidence will be pleased with its operation

What problems are you solving with the product? What benefits have you realized?

We are giving quick answers, we increase the indicators of customer satisfaction and communication is optimized

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Customer Support Professional
Enterprise
(1001-5000 employees)
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"The best option for your brand."

What do you like best?

What I like about Brand Emabassy as its name indicates is focused on giving you all the tools to give you the best for your brand. What I like most is that I do not need to be changing platforms to control and monitor all social networks. Your main screen has a complete control panel that shows you the whole picture and is very easy to use even if the person is starting to use the application. You can generate statistical reports of the interaction of the clients with the publications and the comments, with these reports you can also take out the KPI's indicators. It allows to enter the history and to make a monitoring and follow-up of our clients is very easy with Brand Embassy.

What do you dislike?

The support usually makes you wait to solve some problem but I do not know if I have not had luck, until now this is the only thing I've noticed about this application that should improve a bit.

Recommendations to others considering the product:

I recommend this application to all people who want to take their brand to another level, Brand Embassy focuses on the satisfaction of the parties, on the client because it can be attended with greater efficiency and in those who offer support because they can have appropriate tools.

What problems are you solving with the product? What benefits have you realized?

Brand Embassy provides us with a direct interaction with clients, allows us to keep up with the questions and concerns and solve them at the moment, brand embassy has also allowed the team to collect data from the analysis that the application provides in order to determine the efficiency of our management.

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Customer Support Professional
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"Brand Embassy allows you to stand out from the bunch of Brands."

What do you like best?

What I like about brand embassy is that in addition to the customer service that allows loans, it offers tools to make your brand stand out from the rest. Brand Emabssy offers analysis reports with the statistics of the interactions of users and potential customers, you can create custom panels to choose which is the most relevant information you want to have in view and always alert. With this application it is also possible to have a live chat with your customers, not only that allows you to reach and help your customers in different ways you can call, chat, live chat and skyping. With this application it is very easy to access the notes and the history.

What do you dislike?

The user interface of Brand Embassy is a bit simple but also lacks updating, is a little old style and does not attract much attention, when you start using the application you like the power of the application but believe that a nice interface also It is important.

Recommendations to others considering the product:

I recommend Brand Embassy because now, regardless of what you do or your company's business, everyone needs a brand, it's much better if you use an application that was born and is focused on strengthening your brand.

What problems are you solving with the product? What benefits have you realized?

Brand Embassy has benefited us both in highlighting our brand and in doing the necessary analysis to know that we must reinforce, that we must change and that we must maintain, The application aims to make your customers feel satisfied and that your brand impacts and excels in other brands in the networks.

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Customer Support Professional
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"It gives shape and presence to your brand."

What do you like best?

I like Brand Embassy is that it allows a healthy interaction between the users and the brand, the supervisors have the possibility to approve the appropriate comments, this gives you an impressive advantage to maintain the image of the brand. It is a super powerful application when it allows you to combine different channels to interact with your clients such as social networks, messaging, live chat and AI-based chatbot; The latter is perhaps one of the key pieces of the platform since Artificial Intelligence allows you to keep in touch with the client always active and if the chatbot is well configured it can cover the concerns of your users.

What do you dislike?

I believe that Brand Embassy should update its user interface to compete with modern designs and a bit more intuitive, currently the applications practically teach you how to use them because their interface has been modernized little by little.

Recommendations to others considering the product:

I recommend brand embassy, ​​it's going to make it easier for you to create a tie for your brand and the client, it will give you phenomenal tools such as the chat bot that works with artificial intelligence and that can easily cover for a certain time any collaborator. The application is focused on creating an excellent product from your brand.

What problems are you solving with the product? What benefits have you realized?

Brand Embassy has intested the cooperation of the work team, addressing the needs of the client in the center of the management, with the monitoring that the application offers us, we can deduce that the client needs and offer a final product as they expect.

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Customer Support Professional
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

" Brand Embassy excellent active communication. "

What do you like best?

What I like most about this tool is that it is simple and effective. Our social assistance team does not have to switch between channels and social networks, which increases its effectiveness. It is very useful if you want to be connected with the client not only through social networks but also in forums, conferences or seminars. Brand Embassy allows you to create a conversation history and add notes to specific clients so you do not have to use any other tool to remember what you have been discussing with a single user.

What do you dislike?

When a tool is as good as this one feels that there are no cons, although it can always be improved.

Recommendations to others considering the product:

Brand Embassy is our main tool for communication with our customers in social networks. That is the main reason why we use it so if you are looking to maintain a relationship online with customers, I assure you great satisfaction in using it.

What problems are you solving with the product? What benefits have you realized?

No problem for the moments.

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Customer Support Professional
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Brend Embassy the best platform in social networks. "

What do you like best?

What I like about this tool is its management of social networks, listening and analysis. Its front part is very intuitive and easy to maneuver even for beginners. It has live chat features that is excellent to maintain direct contact with customers and to be able to respond in real time. Its excellent unified platform feature to connect client requests from social networks, blogs and website forms has been of maximum benefit to us. It has social listening features driven by Brand Watch and Google to track mentions of brands and competitors in forums and blogs.

What do you dislike?

Some system interruptions. But when moving to a new hosting should solve the problem.

Not all analysis functions are available.

Recommendations to others considering the product:

If you are looking for something special directly related to social networks, this is the tool. You will be pleased.

What problems are you solving with the product? What benefits have you realized?

No complaints, no problems

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Customer Support Professional en Townsquare Media.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

" Brand Embassy is a very interesting and easy to use tool. "

What do you like best?

What I like is that this tool is excellent and easy to generate reports with a large amount of data relevant to daily operations. The results of KPIs easily measurable thanks to detailed reports. The interface without any complications to understand. You can make synoptic reports, which are very useful for us.

What do you dislike?

The only thing that I do not like at the moment is that its menu of labels is a bit small, it would be great if it were bigger and also if you could have more control over the creation of labels, perhaps adding keyword complexity.

Recommendations to others considering the product:

If you are in direct contact with a customer base that requires immediate responses, Brand Embassy is the tool that I recommend to achieve success.

What problems are you solving with the product? What benefits have you realized?

So far no problem to solve.

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News Reporter
Broadcast Media
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"Great tool for customer satisfaction"

What do you like best?

Wehave 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.

What do you dislike?

Perhaps a tad easier function for starting our new conversations with users (though I understand there is already a fix planned for this particular field).

Recommendations to others considering the product:

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.I 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.

What problems are you solving with the product? What benefits have you realized?

All information about customers in one place. Very transparent and easy to use. It helps us to track our results in a very efficient way, as well as to handle our day to day activities in the best way.

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Customer Support Professional
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Brand Embassy definitely excellent application. "

What do you like best?

What I like most about this tool is that it has saved my work more than once. It is simple and easy to use, allows access to the history without difficulty and makes the tracking of our customers is very simple. Reports and custom panels make this software unique.

What do you dislike?

Without complaints, it has really been a great tool.

Recommendations to others considering the product:

I recommend to all those who read me that if they have the opportunity to acquire this tool they will have an excellent product in their hands.

What problems are you solving with the product? What benefits have you realized?

No problem. We have improved the interaction with customers.

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U
Enterprise
(5001-10,000 employees)
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"It has been a marvelous experience"

What do you like best?

His work is something significant, the interface with the user is friendly, the best of all is its easy way to handle all that amount of functions.

What do you dislike?

Conversation numbering based on topic (by customer individually or by a tag) could also improve some of the reports.I would like to have more control over tag creation, maybe added keyword complexity.

Recommendations to others considering the product:

They should review the cons and make new modifications.

What problems are you solving with the product? What benefits have you realized?

Having the ability to approach each audience in a different way, but organize the results and answers together, with the option of comparison and issue the report separately or together, is much better than having to do the manual work yourself ( without mentioning that it is not like that). he will be as perceptive or precise).

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Salesforce Administrator
Computer Software
Mid-Market
(51-200 employees)
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"One of THE MOST valuable application"

What do you like best?

Most powerful tool on a market according to me and my team.simplicity which makes it very user-friendly tool. CRM part helps us a lot and we love the fact that we have quick access to notes and conversation history and many more.

What do you dislike?

I am facing the issue with key word search only, key search is not available in all language, but the team is so cooperative if you dont like anything, just write them what you need and I am pretty sure they will do maximum to meet your needs.

Recommendations to others considering the product:

Go for trial! You will see.

What problems are you solving with the product? What benefits have you realized?

By this application, we can easily connect with the customers and fulfill business needs. we have established us an efficient online support

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Custom Support
Enterprise
(5001-10,000 employees)
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"very satisfied"

What do you like best?

What I like the most is that it allows you the option to approve the comments before they are published, and this option has the supervisor.

What do you dislike?

We had some system interruptions. But when moving to a new hosting should solve the problem.

Recommendations to others considering the product:

If possible, they should add some tool to archive selected publications for future reference would be useful

What problems are you solving with the product? What benefits have you realized?

The response times were reduced, we increased the satisfaction indicators of the clients and the communication arrived in a timely manner.

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Jr. Software Engineer
Computer Software
Mid-Market
(51-200 employees)
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"Ease of use, and reliable, provides value to results"

What do you like best?

We used Brand Embassy to have concrete customer service attainability. The approach and ease of use for the product was outstanding and made it easier to follow up.

What do you dislike?

Being a new product, there are some downsides that need to be shaped out like reaching with all customers, working and collaborating with new clients. Responses are meagre and lacks here. Should try out customer feedbacks and improvements.

Recommendations to others considering the product:

Try the trials once. i am sure you will like it

What problems are you solving with the product? What benefits have you realized?

Borderless reach and ability to co ordinate with customers and cater to the problems in a quick and organized manner.

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U
Validated Reviewer
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"Brand Embassy Review"

What do you like best?

I like best about Brand Embassy is the ease of the website. Everything is self explanatory. Easy to communicate with co workers.

What do you dislike?

One time my program froze and I had to call customer care. I was on hold for 20 minutes.

Recommendations to others considering the product:

More customer service reps available or give a automated time frame for hold times.

What problems are you solving with the product? What benefits have you realized?

We use this to communicate between employees. If one of us is unable to get up from our desk and are on a call, we can easily send a message to the other person and get a response without having to leave the desk or put patients on hold.

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AH
Enterprise
(1001-5000 employees)
Validated Reviewer
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"Extremely valuable appliation!"

What do you like best?

Brand Embassy is VERY simple and user friendly and it has saved my job more than once! It provides easy access to history and makes following up with our clientele super simple!

What do you dislike?

I wish there was greater response to customer feedback and requests for improvement. That being said, every time I've needed assistance, the BE team has assisted me to the best of their ability!

Recommendations to others considering the product:

Take advantage of the trial so you don't feel like you're taking a risk! Trust me, it will be worth it!

What problems are you solving with the product? What benefits have you realized?

We have established a great connection with our clients. We are easy to reach, our clients are easy to contact, and everything is efficient and organized.

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UL
Mid-Market
(501-1000 employees)
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"Easy to use, reliable and valuable results"

What do you like best?

When working at my previous company, we used Brand Embassy to have concrete customer service attainability. This fresh idea gives clients the ability to touch base with their customers in a new, updated form.

What do you dislike?

Since its a newer product, there are some kinks that need to be worked out i.e. touching base with all customers, working and collaborating with new clients. Sometimes lack of response is something to note. Like any new company, there are things that need to be worked out and sometimes reevaluated through customer feedback and surveys like this.

Recommendations to others considering the product:

Be patient with Brand Embassy as they are trying to make ends meet as a beta platform system.

What problems are you solving with the product? What benefits have you realized?

Make a seamless effort to communicate from clients to personnel alike.

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Social Media Specialist
Banking
Enterprise
(1001-5000 employees)
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"How to handle social customer care in team"

What do you like best?

Team cooperation - most powerful tool on a market in my opinion. Answering, delegating and solving customer issues is really easy and intuitive.

Easy to use - Brand Embassy is super-easy to use and they are still improving UX.

What do you dislike?

There are not a lot of things to dislike. Of course, still many things to improve, but nothing to really dislike.

Good thing for Brand Embassy - if you dont like anything, just write them what you need and i am pretty sure they will do maximum to meet your needs

Recommendations to others considering the product:

Go for trial! You will see.

What problems are you solving with the product? What benefits have you realized?

I am responsible for customer care on social media for GE Money Bank., So my team and myself, we are responsible for day-to-day communication with customers. In finance sector, it is getting really important to exist on social networks. Our customers expect fast and meaningful reply. Thanks to BE we are able to handle it.

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Customer Support
Enterprise
(5001-10,000 employees)
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"The best for the brand is embassy brand"

What do you like best?

It is the best tool I have tried to boost the brand

What do you dislike?

It takes a while to walk but it's a simple detail.

Recommendations to others considering the product:

If I recommend it to everyone.

What problems are you solving with the product? What benefits have you realized?

It has helped us to strengthen the brand of our customers and to offer a better quality service

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Technician
Computer Software
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"Great software"

What do you like best?

I like how it is easy to navigate through the software

What do you dislike?

Sometimes it’s pretty slow when I try to use the software

Recommendations to others considering the product:

Love

What problems are you solving with the product? What benefits have you realized?

I use the brand embassy to solve my analysis for my company.

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U
Small-Business
(11-50 employees)
Validated Reviewer
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"Best Embassy"

What do you like best?

Accelerate digital transformation of contact centers by providing integrated social media, messaging, live chat and AI-powered chatbot customer service at scale.

What do you dislike?

Still need more develop in ruling areas like India moreover, correct information should be there, also response on proper time

Recommendations to others considering the product:

Only price is the issue rest all is good

What problems are you solving with the product? What benefits have you realized?

Brand Embassy is an omnichannel cloud-based customer service platform providing integrated social media, messaging, live chat and AI-powered chat bot

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I
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Plataforma excelente"

What do you like best?

Lo mejor es la integración con todas la redes y su servicio de gran alcance.

What do you dislike?

Lo que menos me gusta es que la reducción de costos no es tan positiva para aquellos que apenas comienzan sus servicios.

What problems are you solving with the product? What benefits have you realized?

he solventado muchos problemas con clientes y he obtenido mayores posibilidades de obtener potenciales clientes

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US
Enterprise
(1001-5000 employees)
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"Solid, not groundbreaking"

What do you like best?

It centers brands, as the name promises. I am confident with features like integrating the logo.

What do you dislike?

The interface is uninspiring. I feel like it has not kept up with recent design innovations.

Recommendations to others considering the product:

Give it a shot. It will meet the needs of most.

What problems are you solving with the product? What benefits have you realized?

I can communicate quickly with customers; they have no problem finding me.

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ET
Enterprise
(1001-5000 employees)
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"My review"

What do you like best?

simplicity which makes it very user friendly tool. CRM part helps us a lot and we love the fact that we have quick access to notes and conversation history ..

What do you dislike?

key word search is not available in all languages that your customers are using..

there is no possibilities to edit a some info in existing note and it would be very nice if we could do some search based on notes ..

What problems are you solving with the product? What benefits have you realized?

we have much better understanding of our customer needs a we have established us a efficient on line support

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UM
Validated Reviewer
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Definitely the best around"

What do you like best?

It's easy to use and nothing to hard loved the easy interface and customer service

What do you dislike?

Nothing but changing the name and maybe hold Time for customer service

Recommendations to others considering the product:

The best choice by far for your brand needs

What problems are you solving with the product? What benefits have you realized?

It does everything it said it would and some things I wouldn't have expected

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U
Enterprise
(10,001+ employees)
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"My company Rocks"

What do you like best?

I love helping customers in every way possible weither it's calling, chatting, through via live chat and skyping.

What do you dislike?

There is nothing that I can say I dislike about my company because it's just that awesome.

Recommendations to others considering the product:

Go for it.

What problems are you solving with the product? What benefits have you realized?

Everything.

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U
Validated Reviewer
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"Customer Service"

What do you like best?

It's easy to navigate and effective with being live chat.

What do you dislike?

It can sometimes run slow. The chatbot giving customer responses with a lag

What problems are you solving with the product? What benefits have you realized?

Customer complaints. It's made dealing with shipping and handling errors easier.

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E
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Brand embassy review"

What do you like best?

This software is truly revolutionary. It has made life a lot easier

What do you dislike?

The startup takes a few minutes but that’s okay!

Recommendations to others considering the product:

Enjoy!

What problems are you solving with the product? What benefits have you realized?

We are solving our security problem with Brand Embassy.

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UE
Validated Reviewer
Review Source
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"I am reviewing Brand Embassy"

What do you like best?

The reports and custom dashboards makes this software unique

What do you dislike?

The wording and interaction with customer service

Recommendations to others considering the product:

I would give this software a trial run.

What problems are you solving with the product? What benefits have you realized?

customer interaction

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A
Validated Reviewer
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Greatness!"

What do you like best?

Helps us so much with customer service. TY

What do you dislike?

nothing. We love it. It is a great product/ service.

What problems are you solving with the product? What benefits have you realized?

The best overall customer service.

Brand Embassy Pricing

Brand Embassy Features

  • Pop-up Chat
  • Targeted Emails
  • In-App Messaging
  • Mentions
  • Tickets
  • Macros

Brand Embassy User Ratings

9.1
Ease of Use
Average: 8.8*
8.3
Quality of Support
Average: 8.9*
9.2
Ease of Setup
Average: 8.5*
* Social Customer Service Category
Do you work for Brand Embassy?