Ben Nimmo, co-founder and CTO of Orlo
Orlo, a technology that supports the creation of powerful online relationships and enhanced emotional connections with customers, is bringing something new to the digital customer experience sector with a powerful, integrated social, live chat and CRM ecosystem.
Orlo has recently launched an integration between social media and live chat management. Believed to be the first of its kind, it enables brands to move seamlessly across multiple online conversations and channels - just like their customers do.
The aim behind this powerful CRM integration is to link conversations and data, significantly enhancing customer understanding, satisfaction and value. Internally, this helps customer service and marketing teams to work in tandem, producing a better digital experience for the customer by breaking down internal silos in favour of a single ecosystem.
One of the first customers to implement the integrated social media and live chat solution is retailer, Ocado. Ian Pattle, general manager at Ocado, commented: “Online customer care became part of our business in 2014 with the launch of our social media channels, with webchat launching the following year.
"Orlo’s integrated platform creates efficiencies between our social media and webchat teams, whilst also allowing our customer service teams more flexibility.
"The efficiencies created within our customer service team by using Orlo mean our customers see quicker response times, and as a key element of customer satisfaction, this is a real benefit for Ocado shoppers.”
Orlo boasts hundreds of clients and thousands of users across the UK, Europe and North America and has successfully rebranded and repositioned from SocialSignIn, a social media platform, to Orlo. The new brand reflects an enhanced digital ecosystem that enables enterprises to harness the strength of emotional connections.
Orlo’s customers include Ocado, Iceland, Laura Ashley, Hiscox, hundreds of public sector organisations, The Deltic Group, Silverstone, and National Express.
Samantha Cox, digital contacts manager at National Express, commented: “Orlo is a young, passionate and energetic team who are very responsive to changing customer trends, which really appealed to us as we wanted a future-proofed solution that would adapt as technology progresses.”
Ben Nimmo, Orlo co-founder & CTO said: “If we can be there instantly, effectively and meaningfully when our customers need us most, we can create amazing online experiences and inspire positive emotions, influencing behaviour at scale.
"Delivering powerful customer experiences and marketing that cuts through the noise allows us to turn our audience into advocates, social connections and web visitors into customers, and encourages those that matter to see online as the best way to talk to us.”
To understand more about how emotion can be harnessed to drive customer behaviour, marketing and customer service, leaders are invited to attend Future CX By Orlo in London, Wednesday 5 December 2018, where Orlo leading brands, including Ocado, Virgin Trains and Microsoft will share their customer experience success stories.
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