A public complaint is a ticket with an audience
Nobody emails support any more — they post, and everyone reads the delay. Scano turns public mentions, comments and DMs into a queue with owners and working-hours deadlines, so an answer is a process rather than whoever happens to be looking at the account.
Personalised demo · Live on your own accounts · Working-hours deadlines
SLA
measured against your working hours, not a clock
9
networks in one queue, comments and DMs included
OCR
reads receipts and screenshots customers attach
What a care queue needs to be trusted
One place to work from, a way to catch the escalation, and numbers that hold up.
Every public conversation in one list
Comments, DMs and mentions from every connected network, with a status, an owner and a deadline — including the threads under your own posts.
- Assignment, statuses and internal notes per conversation
- Approved templates in the languages your customers write in
- Reply time measured per agent, per network and per shift
The complaint that is about to escalate
A second post from the same person, a thread gathering replies, a sentiment drop on a topic — each one fires before the situation needs a statement.
- Alerts on abnormal volume and on sentiment shift
- Repeat authors visible with their previous conversations
- Alerts to email and Telegram, including out of hours
Reporting that matches what happened
Volume, first-reply time and resolution by shift, by network and by topic, with the conversations still attached underneath.
- Per-agent and per-shift breakdowns
- Topic splits, so a spike has a cause and not just a size
- Scheduled exports for the weekly service review
What this looks like in your week
The six things a social care shift does.
- Open one queue instead of nine accounts
- Answer with a template that legal has already approved
- Read the order number out of the screenshot the customer sent
- Escalate the second post from the same person before it grows
- Hand over a shift without losing an open conversation
- Report a first-reply time that can be reproduced from the data
What it replaces
Three ways public support falls behind.
- A shared login and a spreadsheet standing in for a queue.
- An SLA that counts hours nobody was working.
- The same customer complaining twice because the first one was missed.
By role
The rest of the Solutions set
See Scano in action
To use the system, please fill out the form below. We will contact you and tell you how to work with Scano.
30 minutes · Google Meet · English, Russian or Kazakh
1/2 · Business Email