When it comes to the leisure and hospitality industry there’s no doubt that customer expect 5-star service. Guests want you to be there for them, when they need you, on the channels that they choose. Our clients use the Orlo platform to improve guest experience, guarantee return visits and increase secondary spend by delivering consistent and efficient customer communication, encouraging advocacy too! Ensuring your Marketing and Customer Experience teams are in lock step means that you’re able to provide a unified front to the world, streamlining the customer service experience, driving up NPS scores and reducing operational expenses. What’s not to love?
The power of branding should not be underestimated, which is why brand consistency on digital channels is an absolute must! Fill your Orlo content library with approved assets for use across channels, so you can let go of the reins and put your brand in the hands of your frontline teams. Still want to keep an eye on outgoing posts? No problem! Just turn on Post Approvals to give each post the once over before it goes out. And if you ever need to press pause on scheduled activity you can with our Company Lockdown feature.
With thousands, if not millions of visitors per year, ensuring you can effectively manage inbound enquiries is essential. So, open up your social accounts to customer service requests and be there on the channels your customers choose. You can enable automated Triggers too, reducing manual processes and ensuring the right message reaches the right person at the right time. By being alerted to important messages, you’ll not only improve efficiency, helping you hit those all important SLAs, but you’ll also have the chance to save at risk customers and improve secondary spend, all while giving your NPS a boost - bonus!
Whether customers are tagging your brand in their posts or talking about you without a direct mention, use Orlo’s Social Listening tool to identify those conversations and respond appropriately. You can keep an eye on over 2 million data sources with our Media Monitoring solution, powered by LexisNexis, and filter out the noise to monitor what matters most to you. Shout about the fab feedback your brand receives and manage the impact of any less complimentary posts - you never know, you could stop a Twitter storm in its tracks!
With Orlo’s Website Analytics you can join the dots between social clicks and traffic on your site, to understand what content encourages enquiries, drives bookings and prevents cancellations. With this data - and the additional insight you’ll get from our Performance Analytics solution - you can tweak your social strategy accordingly to improve the overall customer experience and provide an effortless journey end-to-end. Drive inbound enquiries down and customer satisfaction up to encourage guests to visit again and again and again!