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Social Media Customer Care Company Raises $1 Million for Growth

Posted By Mark O'Neill On February 26, 2014 @ 7:30 pm In Social Media | 4 Comments

brand embassy1

UK-based Brand Embassy [1], a company that offers management of social media mentions, recently raised $1 million in funding. The company currently has only 20+ employees, but the money will be used to take its service global and to expand its features.

Co-founder and CEO Vit Horky explains [2] in a recent post on the official Brand Embassy blog:

“We’ve opened offices in the USA, Dubai, Portugal, Slovakia, Spain, and Latin America to complement our offices in Prague and London. The partnership with new investors will help us expand our sales and product development team and launch new unique product features.”

Besides monitoring your company’s social media mentions, Brand Embassy places a big emphasis on customer service. Managers can assign social media mentions to company employees (known as ambassadors) so they can respond. If the mention is a complaint and likely to gain traction online, it is given high priority.

In the past few years, customers have increasingly abandoned toll-free telephone numbers, and instead taken to social media to praise a brand or complain. So businesses must focus more on monitoring social media everyday.  It can become quite a chore to keep on top of all the social channels separately. So having a dashboard where it all comes together is a huge plus.

Vit says his company’s clients have handled over 7.5 million service issues via its service since 2012. Currently Brand Embassy primarily serves companies in the telecom and financial services sectors.

The company’s clients may include mainly larger brands at the moment like Vodafone, Telefonica O2, T-Mobile, General Motors and ING.com. But with professional packages starting at $70 per month, it’s conceivable Brand Embassy could become an option for small boutique social media marketing firms with multiple brands to manage.

If you are curious about how Brand Embassy works, the company has released an 8 minute video, showing the main features:

As brand management on social media becomes ever more important, Brand Embassy would appear to offer a higher end service than tools like HootSuite, for example.

Other services, like Socialbakers, offer variations on social media measuring and management for brands [3]. Socialbakers also recently announced it had raised additional funding to expand its services.


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URL to article: http://smallbiztrends.com/2014/02/brand-embassy-social-media-customer-care.html

URLs in this post:

[1] Brand Embassy: http://www.brandembassy.com/

[2] explains: http://www.brandembassy.com/resources/brand-embassy-gets-1m-in-seed-funding-as-it-opens-six-new-offices-worldwide.html

[3] social media measuring and management for brands: http://smallbiztrends.com/2014/02/socialbakers-measure-manage-social-media.html