DataEQ

“"Far more customers are using social media as a customer service channel today than a decade ago. With this shift, customers want instant resolution, in a space where multiple people and stakeholders can see their challenges, at their convenience. This is a trend that we see lasting and even growing, and as such, we are gearing up for a heavier reliance on social customer service in the future.””

“This was a deliberate slow process, being reviewed and revised, planned, monitored, and implemented. We had various strategies and a solid plan with our agencies of what we wanted to achieve, as well as a roadmap of how it would be done, and items we needed to keep a lookout for.””

“This realisation required us to move the dial on our metrics due to various strategic requirements and needs. We needed to shift our strategic approach into the brand perception and conversation space, in order to improve the brand’s salience with both current and prospective audiences.””

“DataEQ’s Engage platform has allowed us to significantly improve our social customer capabilities. Our agents no longer spend time identifying which mentions, amongst all the noise on social media, they should respond to first. Instead, they can focus on responding to the most important and high-risk mentions. As a result, Santam is responding faster, to all customers requiring service and identifying far more acquisition and win-back opportunities for the business.”

“We’ve relentlessly challenged the norms of banking to create a simplified product that is built upon client-centricity. DataEQ’s data helps us keep our finger on the pulse of our clients and South Africans in general. We’re able to listen to client feedback, gain insights into unmet needs and spot trends in real-time, which helps us deliver the world-class client service and industry-leading products our clients have come to expect.”

“We knew improving claims sentiment would take more than faster turnaround times. With Analyse highlighting the real drivers behind customer frustration, and Engage helping us triage and respond more effectively, our customer service teams have been able to communicate more proactively and guide customers through the process with confidence, ensuring better outcomes.”

“Engage helps us identify the moments that matter through the priority queue, so urgent, high-impact cases are surfaced first and handled with clear ownership. That means customers get the right support quickly, and we can protect the experience when it matters most.”

“Analyse gives us real-time visibility of customer sentiment and the drivers behind key customer experiences such as claims. It helps us move beyond anecdotal feedback and see, at scale, what is working, what is causing friction, and where to focus to improve the customer journey.”

“With social media conversation having been identified as a key source of real-time data for Expo 2020, we needed a partner that could provide us with highly accurate social data across multiple languages. Through DataEQ’s daily, weekly and monthly reports, we are able to gain unique insights into the visitor experience, tackle priority issues around servicing and ticket purchases, and better understand what factors were driving public sentiment towards Expo 2020.”

“Leveraging innovative data sources to enhance our customer experience is critical for our business. Through daily monitoring of social media feedback, our teams ensure that client voices directly shape our strategies and product offerings. This disciplined approach has enabled us to consistently exceed customer expectations. With DataEQ’s tools providing the monitoring capability, we have transformed how we interact with and respond to our customer base, setting a new standard for the industry”

“Getting up-to-date, detailed feedback on the sentiment from our clients is critical. We can immediately track where things are going well and where they aren’t. The deep-dive analysis options available to us through our dashboards are invaluable, and our teams monitor these constantly. These social media complaints are reported on in our Market Conduct Committee meetings, where we use them to decide focus areas and prioritisation for projects and development.”

“DataEQ Engage enables us to deliver responsive service to our customers on their preferred channel, wherever they are in the customer journey. While social media has always been a key marketing and communications channel for DHL, DataEQ has helped us harness the ability to provide customer service in a timely and efficient manner. Engage finds, prioritises and delivers the most important tickets, saving our agents’ time and empowering them to resolve queries quickly.”

“It was really critical for us to have the right kind of data available to us so that we could respond with immediate effect which is so important in a crisis. The Primary aim of this campaign was to reduce demand and reduce water use. We were able to do that by having this kind of data available to us quickly and accurately”

“As part of our digital-first strategy, African Bank is ensuring we have the systems in place to meet the growing demand of social media customer service. The Engage platform has played a pivotal role in this strategy. Operations agents are now able to prioritise the posts that are most urgent, and respond to customers faster than competitor banks.”

“DataEQ has been pivotal to the improvements we have made in customer service and customer experience. DataEQ’s Crowd-verified data has allowed Absa to accurately understand our customers’ needs and respond rapidly to those who require service. The Analyse platform has given us a deep understanding of specific pain points across our channels allowing for quick intervention and improvements.”

“DataEQ has changed the way we view social media data. We are now able to structure consumer feedback at scale, in real-time and identify pain points in the customer journey. Measuring and benchmarking the impact our interventions are having against past performance has been critical to our growth. The professional and attentive team at DataEQ are always on hand to help us unlock valuable insights.”