Trusted by the world's leading organisations
Customer Experience
DataEQ's Customer Experience offering is an insights-based solution, helping you to identify areas of friction and opportunity in your customer journey. The solution uses the Purchase, Cancel and Service tags which help identify actionable opportunities for improvement.
_______
Measure CX performance with Net Sentiment
Net Sentiment is an aggregated and real-time customer satisfaction metric that is critical in the quest for an authentic voice-of-customer measurement framework.
_______
Get operational feedback stilled for CX
Using human insight, we separate CX conversation from reputational conversation to ensure CX performance is not skewed by marketing efforts.
_______
Map online conversation to the customer journey
Understand customer feedback in relation to the customer lifecycle and monitor sentiment by journey stage.
_______
Gain granular insights for root cause analysis
Get a deeper understanding of the specific topics affecting customer sentiment in order to conduct root cause analysis.
Customer Service
DataEQ’s Customer Service solution helps you to react to opportunities, risks, and service requests in real-time. By prioritising tickets based on their urgency and importance, the solution reduces social noise and improves response rate with an optimised customer care workflow.
_______
Optimised workflow for better response rate
Our proprietary prioritisation method allows your customer-facing agents to focus on serving the customer and not have to worry about finding the important tickets in a messy queue.
_______
A powerful social customer service platform
Our social customer care platform, Engage, is used to respond to your customers and our Analyse tool can be used to measure and report on the teams’ service performance.
_______
React in real-time to acquire new customers and reduce churn
Your service teams are able to react to opportunities, risks and customer service requests in real-time.
_______
Unparalleled accuracy driven by human insights
All of your social media conversations are tagged by our Crowd of contributors, using human insight to assess relevance, meaning, and priority level.
Previously, our agents were responding directly on social platforms, which came with all sorts of complications and pitfalls. By streamlining our efforts, Engage has completely systemised Virgin Active’s social customer service offering, which has ultimately made our agents’ lives much easier. The tool is stable, intuitive and comes with the added benefit of a great technical support team who goes above and beyond to provide immediate and personalised service - this enables us to offer the same superior level of assistance on our social platforms at all times.
Governance
DataEQ’s Governance solution encompasses the spheres of market conduct, risk and ESG. By bringing these three focal points together, the solution offers a holistic approach to balancing the interests of a company’s many stakeholders.
_______
Conduct
Through data mapping, timeously prioritise and address conduct complaints before they are lodged with complaints authorities.
_______
Risk
Risk tagging via the Crowd prioritises online mentions in real-time for response, risk alerts, and reporting.
_______
ESG
An ESG Net Sentiment score mapped against a detailed framework within the environmental, social, and governance categories.
Risk and reputation
DataEQ’s Risk and Reputation Management solution is designed to protect against reputational and organisational damage by identifying and alerting you to all potentially damaging social media conversations in real time.y prioritising tickets based on their urgency and importance, the solution reduces social noise and improves response rate with an optimised customer care workflow.
_______
Stay on top of risks with real-time monitoring
We identify each and every risk-related mention contained in your online conversation to ensure all bases are covered.
_______
A rapid early warning system
Receive risk alerts notifying you of unusual spikes in risk conversation. This allows you to address significant issues before they escalate online or in the press.
_______
Proactively intervene and minimise damage
Identify the risks that require your urgent attention and respond using the DataEQ Engage tool.
_______
Develop a data-led strategy
Continuous monitoring of risk-related conversation enables organisations to measure the impact of their tactics and adjust their strategy accordingly.
Featured Research
This index uses a consumer-driven lens to deliver strategic insight around key themes driving negative and positive interactions towards ESG initiatives of UK retailers.
Amid a growing prevalence of fraud, this index analyses consumer sentiment towards 18 UK banks, building societies and payment firms on social media.
Despite consumers having a negative overall experience with their banks, the industry saw a major improvement from 2022.
This year's South African Banking Sentiment Index reflects a remarkable narrative of growth and resilience for the industry.