create truly powerful social customer experiences that influence behaviour, at scale.

social customer care Product Image

your social
customer
care module

the Orlo social customer care module brings together all of your social interactions, ensuring you’re there to provide effortless support when your customers need you most.

support

deliver real 1-2-1 customer moments that drive loyalty, satisfaction and revenue. Turn your best customers into your biggest advocates.

collaborate

fully-integrated web chat ensures a seamless, holistic and collaborative approach to online enterprise customer care.

grow

easily scale your operation as demand grows. provide frictionless resolutions that keep customers coming back to social and which create clear efficiencies.

how it
can help

devolve your social customer care operation for fast and effective resolutions, but maintain central visibility and control.
collaborate with colleagues over inbound enquiries, delivering a holistic and consistent approach to customer care.
become truly customer-centric with a suite of reports that illuminate real customer insights and which track the metrics that matter.
connect CRM data and departments to create a single customer view that supports fast and informed responses.
achieve a beautiful balance between ruthless efficiency and meaningful interactions by using automation to manage defined customer interactions.
develop multi-skilled agents by using a simple and clear platform, helping you meet spikes in demand and scale in-line with an increasing volume.
never miss an important message and collaborate with colleagues over major events, with the Orlo mobile app.

key features of Orlo's
social customer care module

  • unified inbox for all public/private messages from every social network
  • assign messages to users or forward to colleagues via email
  • add notes against messages and customers for context and collaboration
  • tag messages and group together for powerful reporting
  • conversations mode for fast thread processing
  • inbox filters provide unlimited management options
  • sentiment and influence score automatically assigned
  • translate language on incoming messages and replies
  • detailed profile of customer based on social accounts and previous interactions
  • direct message reply link to take conversations private

relevant to
this service

embedding

social media into the contact centre

12 Sep - 20 min read
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live chat


keep all your online customer conversations in one place.

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National Express

here's how digital channel-shift created £300,000 annual savings for National Express.

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support your customers
when and where they
speak to you.

let us show you how you can quickly start having meaningful, effortless online conversations with your customers, at scale.

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