Bringing Customer Service & Marketing Together
Digital channels have grown to be the preferred method of contact for many customers, and while travelling they’re the most convenient choice too. As inbound interactions continue to rise, travel and transport companies are feeling the pressure to respond in a timely and personalised manner – and when disruption strikes, the pressure continues to mount!
Drive efficiency through automation and quickly get the right messages to the right people to improve satisfaction.
Manage increased demand
Encourage digital channel shift by making social a customer service channel and use Chatbot to deflect demand.
With a single version of the truth, Customer Service and Marketing can work together to ensure you meet and exceed expectations.
Team work makes the dream work
With one unified Inbox for all Social, WhatsApp, SMS and Live Chat interactions, staying on track and ensuring no customer enquiry gets missed is easy. With a single platform for both customer service and marketing to work from, your teams are empowered to work together to deliver a first-class customer experience.
Nip it in the bud
In times of crisis, customers often turn to social channels to vent their frustrations. Whether they’re tagging you in their posts or talking about your organisation without a direct mention, use Orlo Insights to identify those conversations and respond appropriately before you find yourself in the midst of a Twitter storm!
Convenience is key
While on the move it’s quick and easy to whip out your phone and send off a quick social post, WhatsApp or SMS. Being sure you’re contactable on the digital channels customers are using everyday is only half of the battle. Ensure you listen and respond to public and private messages, and you’ll have an army of happy brand advocates in no time!
Disruption… it’s inevitable
Handling disruptions that are out of your control is just part and parcel of the travel and transport industry and effectively managing customer expectations and enquiries at these tricky times is vital. Press pause on scheduled marketing posts, turn on validation for outgoing messages and only worry about what matters – informing and interacting with customers.
Combining customer service and social media to drive down cost to serve
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