CUSTOMER SERVICE

Turn social comments into fast, confident customer support.

Handle every customer comment with speed, accuracy, and consistency, across channels at scale, without adding headcount.

Arwen uses AI to surface real issues fast, suggest accurate on-brand responses and resolve problems across paid and organic comments.

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Customers are won or lost in the comments

Customers don’t wait for tickets. They ask questions, raise issues, and express frustration directly in public comment threads and they expect fast, accurate responses.

When replies are slow, inconsistent, or missed, small issues escalate publicly. Trust erodes, repeat questions pile up, and support teams get stretched thin trying to keep up across platforms.

For most customer service teams:

Social issues are scattered across channels
Urgent comments are hard to spot in time
Agents waste effort answering the same questions or rely on cut and paste replies

All of which leads to sub-optimal customer care, missed opportunities and burnt out teams.

ARWEN ENGAGE

Respond faster, without sacrificing quality

Engage prioritises customer questions and complaints and supports agents with accurate, on-brand suggested replies. Teams resolve issues quickly and consistently, even during spikes.

Automation handles repetition. Agents focus on resolution.

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ARWEN ENGAGE

Respond faster, without sacrificing quality

Engage prioritises customer questions and complaints and supports agents with accurate, on-brand suggested replies. Teams resolve issues quickly and consistently, even during spikes.

Automation handles repetition. Agents focus on resolution.

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ARWEN SIGNALS

See what customers are struggling with in real time

Signals turns thousands of social comments into clear insight about recurring issues, confusion and friction. Instead of trawling threads and analysing historical repots, teams get clear recommendations about how to tackle comment-drivers and where to intervene.

Less firefighting. More proactive support.

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ARWEN MODERATE

Keep support queues clean automatically

Moderate applies your moderation rules in real time, removing spam, abuse and low-value noise before it reaches agents. Genuine customer issues stay visible, without constant manual review.

For service teams, this means fewer distractions and more time spent resolving real problems.

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ARWEN MODERATE

Keep support queues clean automatically

Moderate applies your moderation rules in real time, removing spam, abuse and low-value noise before it reaches agents. Genuine customer issues stay visible, without constant manual review.

For service teams, this means fewer distractions and more time spent resolving real problems.

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Priority-driven routing

Arwen automatically identifies questions, complaints and urgent issues across paid and organic social, so the right comments surface first and nothing critical is missed, without manual triage.

Faster resolution at scale

Signals highlights recurring problems and rising friction in real time, helping teams spot issues early, reduce repeat contacts and resolve issues before backlogs build.

Confident responses, every time

Engage supports agents with brand-approved, policy-compliant reply suggestions, so responses are fast, accurate and consistent, even across large or distributed teams.

Oversight leaders can trust

Every action, response, and escalation is tracked and auditable, giving Customer Service leaders confidence in quality, compliance and performance without slowing teams down.

1. Connect your social profiles

Connect once to your social channels across paid and organic. No code, no workflow disruption.

2. Define service policy and standards

We capture what “good service” looks like for your brand: response priorities, escalation thresholds, moderation rules and hand-off points. Policies are configured to work consistently across every comment, removing guesswork for agents.

3. Train Arwen on facts and voice

We train Arwen on your knowledge base, approved facts and tone of voice. This creates a shared factual repository and style guide the AI uses to support replies. Suggested responses stay accurate, on-brand and aligned with your service standards.

4. Onboard agents with guardrails

We onboard your agents onto Arwen, where comments are prioritised and supported with suggestions, in a simple and easy to use interface. We set up integrations to other tools in your stack.

5. Operate consistently as volume scales

As demand spikes, Arwen absorbs volume through automation while maintaining prioritisation, quality and visibility for leads. Customer service scales without constant retraining, firefighting, or headcount growth.

"Arwen has been valuable in helping us maintain a positive and respectful online community. Its advanced moderation enables us to identify and eliminate harmful comments while simultaneously guaranteeing that genuine customer feedback and inquiries are acknowledged. Arwen's insights have provided us with a broader understanding of our customers' concerns, enabling us to respond more effectively and improve our service."

Arwen prioritises customer questions, complaints, and urgent issues in real time, so teams see what needs a response first. Suggested replies reduce handling time, while automation removes noise, helping teams consistently respond within expected timeframes.

Yes. Arwen is designed for volume. During spikes, automation handles routine moderation and prioritisation, so agents can focus on complex or sensitive cases without response times slipping.

Engage uses your policies, tone guidelines, and factual knowledge base to generate suggestions. Agents always stay in control, reviewing, editing, or approving replies, so quality and consistency are maintained.

Yes. Arwen supports role-based access, multiple brands, regions, and 30+ languages. Leaders can onboard teams gradually, apply shared policies globally, and tailor workflows locally where needed. In app auto-translation means teams can work across regions.

Most teams connect their social accounts and define policies in days, not weeks. There’s no code required, and onboarding is designed to fit alongside live operations without disruption.

By filtering spam, prioritising genuine customer needs, and supporting responses with AI, Arwen reduces cognitive load. Teams spend less time triaging noise and more time resolving meaningful issues.

Because Arwen is connected to your factual repository, you only have to update a fact once and then every suggested reply will be accurate. So no more constant retraining of multiple agents when your facts change.

Reporting allows leaders to see response times, volumes and trends. Signals turns thousands of comments into actionable recommendations, helping leaders make faster decisions about risks, capacity issues, and recurring problems early.

Yes. Arwen is built with enterprise-grade security, auditability, and access controls. All actions are logged, policies are enforced consistently, and sensitive cases can be escalated with context and evidence.