Providing excellent customer service
for today's impatient social customers
“Thanks to Brand Embassy we have everything in one system. From customer responses to our own notes and statistics, therefore we have more time to take care of our customers.”
Ondrej Ullmann, Social Networks Specialist
In a Brand Embassy hive, incoming posts come into one unified view from across social media, discussions, e-mails and other digital customer service channels. No mess, no clutter...
Managing so many channels individually is time consuming. Just too many customers are falling through the cracks...
In Brand Embassy, every message is automatically tagged and given a status. You can also add sentiment.
Customer Service Reps have to read each message and decide on the next steps. Sooo slow.
In a Brand Embassy hive, only one customer service agent works on a message at a time. Better resource management.
Customer service representatives duplicating efforts are worse than ineffective. This is also confusing and causes team friction.
Answering to a repetitive inquiries is a piece of cake with the select » customize » publish pre-defined answers functionality.
Writing the same answers all over again makes Customer Service agents crazy and drags performance down.
With Brand Embassy, you click with the customer instantly by knowing about their previous experiences and conversations.
Cookie-cutter treatment of social customers results in a negative brand experience, less satisfied customers, and lost opportunities.
Customer responded back? The conversation is automatically routed to the same agent so you build up on existing relationship. Sweet, personal and friendly.
One inquiry handled by many agents causes confusion. No relationship, no friendship, just lost opportunities.
Problems are solved faster in the Brand Embassy hive. Both customer service agent and customer are happy about the experience.
Issues are finally resolved but bee is exhausted and the customer has vanished without a trace.
“Brand Embassy helps us primarilly by raising the effectiveness of our team and our online specialists taking care of social media and discussion forums.”
Ivo Marecek Social Media Guy at T-Mobile
“Brand Embassy connects all our social channels into one space with efficient team collaboration and good workflow for providing fast answers. Flexibility with customization is also a great benefit.”
Dusan Simonovic Online Marketing Specialist, O2 CZ
“We use Brand Embassy to monitor the company's reputation and identify the topics that people are talking about. The call centre then uses the same tool respond to customers on social media.”
Romana Nydrle Head of Communication, Metro CC CZ
“Brand Embassy is a user friendly reporting tool which makes it very easy for me to monitor customer satisfaction.”
Vojin Jaukovic Contact Centre Director at Serbia Broadband
You are good to go in 5 minutes.