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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
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