Social media isn’t just about marketing. It’s about customer service. Deliver a simple, personalized experience in real-time with social customer service software built to scale. Connect all digital channels in one seamless workflow.
Engage with customers on their preferred channel to increase first contact resolution and create human connections at scale with Integrated customer profiles.
Effortlessly scale service operations with technology that enables large teams to effectively work together in a seamless, organic way.
When a customer requests support on one of your social channels, the interaction is automatically routed to the agent best suited to answer. The agent can view previous interaction history as well as notes from other agents. The integrated Knowledge Base gives finger-tip access to recommended responses.
Expert teams - Create expert teams responsible for certain topics or groups of customers, and adjust routing in real-time to ensure that the agents with the best fit are interacting with customers.
Roles & permissions - Determine the exact structure of your service team by defining roles & permissions around topic and channel, post pre-approvals, and publishing rights.
Approval processes - Seek or require approval from team leaders before responding. Great for sensitive topics and new users.
Customer history - All customer data and interactions are stored in Brand Embassy's built-in CRM, enabling at-a-glance personalization of responses.
Social influence - A customer’s online reach (influence) may impact the tone and content of an agent’s interactions.Identifying these influencers within Brand Embassy helps agents personalize responses.
Omnichannel view - Connect customer activities across social networks into one record. Add CRM notes and enhance customer profiles with each interaction.
Auto-tags - Auto-tag common customer service topics like “outage” or “cancel” to automatically route and suggest action to agents.
Smart Responses - Replies based on recent activity or keywords are suggested by Brand Embassy. Customize and publish to move quickly through the queue.
Navigation - Conversations grow organically on social media. Navigation automatically guides agents through a complex customer service ticket with real time updates to speed along and organize the process.
Learn how to optimize your contact center and improve Agent performance, via:
“I have worked with several CRM and software solutions before, and Brand Embassy works better, faster and for real.”
"Brand Embassy helps us primarily by raising the effectiveness of our team and our online specialists taking care of social media and discussion forums.”
Social Media Guy
T-Mobile, Czech Republic
“The Brand Embassy team are a perfect corporate fit, we love their friendly approach and flexibility in helping us achieve our goals.“
Contact Center Supervisor
o2 Telefonica, Czech Republic
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