What is Brand Embassy?
Brand Embassy is an omnichannel cloud-based customer service platform, allowing interaction through integrated social networks, messaging, live chat and Chatbot service powered by AI. Brand Embassy is trusted by enterprises such as T-Mobile, Vodafone, Alibaba, Puma and more in over 30 countries- a testament to the platform’s efficiency and scalability.
In addition to the most used social networks, Brand Embassy supports out of the box WhatsApp Business API, Apple Business Chat and a range of more than 35 digital channels. The expanse of connected channels generates a superior user experience, and with it’s intuitive interface and agile and scalable implementation, agents and customers alike love to use the solution.
Brand Embassy helps companies with high volume of customer service traffic to accelerate their digital transformation, by offering scalable human connections through prioritization and automation of key points of the customer’s experience.Incoming requests and mentions on messaging channels, social networks, blogs and website forms are unified within a sophisticated dashboard and sent to the most appropriate agent, according to the rules defined via our Intelligent Routing for timely attention.
In the same way as a conversation grows organically on social networks, so does Brand Embassy's routing mechanism; customers can interact with the same customer service agent, throughout both the experience and their relationship with the company.
Customer profiles are a key part of the internal CRM and can be easily integrated with a company’s external CRM, so that a company can provide its agents with even more details about their customers.
In Brand Embassy, Intelligent Routing, along with customer profiles, allow agents to provide a fast and personalized experience that retains customers and increases loyalty.
Key features and advantages of Brand Embassy
- Unified platform to gather customers’ interactions from social networks, email, chat, messaging platforms, blogs and forms of websites, video chat, etc.
- Intelligent routing for automatic prioritization of incoming interactions.
- Integrated client profiles to help agents create human connections.
- Automatic navigation to track a complex and growing social thread.
- Predefined answers to generate more relevant and agile interactions.
- Social Listening to track mentions of brands, competitors and keywords in forums, blogs, social networks and other external channels beyond a company’s reach.
- Team collaboration in real time between departments to reduce the time of resolution of cases.
- Workflow Reports to measure performance and predict future staffing needs.
- Reports and dashboards to measure performance and predict future staffing needs, key indicators, sentiment, tags and over 50+ customer service metrics
Brand Embassy has offices in San Francisco, Prague and London and sales strategies throughout the Americas and Europe, thanks to its network of partners.
Brand Embassy has been key in the digital transformation of telecommunications companies, banking, retail, e-commerce (among others) to reduce operating costs, increase Agent’s utility and achieve human connections on a large scale, through a digital service provided to its customers.
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