Real-World Case Studies and Customer Success Stories with DataEQ

DHL used DataEQ’s Engage solution to improve customer service on social media. The company faced a rise in online queries and social conversations, especially after the COVID-19 pandemic. With Engage...’s prioritised ticketing system, DHL reduced its average weekly response time and increased its response rate. This was achieved even as social media conversation volume grew by over 45% in four weeks. DHL’s agents could resolve queries faster and deliver better service to customers.
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Shoprite uses DataEQ’s Analyse platform to stay ahead in South Africa’s retail market. Since 2016, Shoprite has used social media data and human-verified insights to benchmark performance and find cu...stomer pain points. DataEQ’s reports help shape strategy for marketing, operations, customer experience, and more. The data is key for innovation and launching new rewards programs. Shoprite values the up-to-date customer feedback from DataEQ over traditional satisfaction metrics.
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Shoprite used social media data to improve customer focus, maintaining its competitive edge in South Africa's retail market.

Shoprite used social media data to improve customer focus, maintaining its competitive edge in South Africa's retail market.

Virgin Active improved social customer service using Engage, enhancing customer satisfaction and efficiency.

Virgin Active improved social customer service using Engage, enhancing customer satisfaction and efficiency.

Virgin Active used DataEQ’s Engage platform to improve social customer service. The company wanted to respond faster to more customer queries on social media. Engage helped Virgin Active increase the...ir monthly response rate by 25%. Even when priority tickets rose by 23.6%, their response rate improved by 19.8 percentage points. Virgin Active also reduced average response time by almost 30 hours. The tool made social customer service easier for agents and improved customer support quality.
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DataEQ helped Expo 2020 Dubai gain key visitor insights, improving event strategies and enhancing visitor experiences since 2017.

DataEQ helped Expo 2020 Dubai gain key visitor insights, improving event strategies and enhancing visitor experiences since 2017.

DataEQ helped Expo 2020 Dubai track visitor sentiment using social media analytics. Expo 2020 used DataEQ to analyze four million social media mentions in many languages. DataEQ provided real-time Ne...t Sentiment metrics, showing a positive score of 16.8%. The solution mapped visitor journeys and segmented pavilion conversations. Expo 2020 gained insights to improve ticketing, service, and visitor experience.
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Santam improved social customer service using DataEQ Engage, enhancing response times and customer satisfaction.

Liberty Holdings used DataEQ’s Net Sentiment metric to listen to customers online. They wanted to improve customer-centricity and get better insights from social media feedback. DataEQ provided month...ly social insights reports and the Analyse analytics platform. Liberty used these tools to track customer feedback, spot trends, and benchmark against competitors. This helped Liberty make better business decisions and improve customer experience.
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DataEQ Engage helped Santam improve social customer service. Santam needed a better way to manage customer requests on social media. The Engage platform made it easy to find and respond to important ...posts. After one month, Santam cut response time to priority conversations by 5.5 hours. The rate of response to priority mentions went up by 21.9 points. Agents now focus on high-risk mentions and respond faster to customers.
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Liberty Holdings improves decisions by listening to online customer feedback.

Liberty Holdings improves decisions by listening to online customer feedback.

Santam improved social customer service using DataEQ Engage, enhancing response times and customer satisfaction.

Absa improved digital customer service using DataEQ, enhancing social media interactions and customer satisfaction.

African Bank improved customer service through a new customer-centric social media strategy.

Absa used DataEQ's CX and Social Customer Service solutions to improve digital customer service. The bank wanted to better serve customers on social media and use feedback to improve operations. With... DataEQ Engage, Absa cut average Twitter response time by 13.6 hours and increased response rate to new customers by 17%. The tool also surfaced 20% more cancel conversations, helping save more customers. Since 2017, Absa's Net Sentiment score improved by 7 percentage points.
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African Bank improved customer service through a new customer-centric social media strategy.

Absa improved digital customer service using DataEQ, enhancing social media interactions and customer satisfaction.

DataEQ’s sentiment analysis aided Capitec's growth, leading it to become South Africa’s largest bank by 2024.

African Bank used the Engage platform from DataEQ to improve customer service on social media. The bank wanted to respond faster and better to customer posts on Facebook and Twitter. After using Enga...ge, their response rate stayed above 90%. This is much higher than the industry average of 57.7%. The average wait for a first response dropped to just 2 hours and 19 minutes. The platform helped agents find and answer urgent posts quickly.
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DataEQ’s sentiment analysis aided Capitec's growth, leading it to become South Africa’s largest bank by 2024.

DataEQ helped Cape Town address its water crisis with a data-led strategy, improving communication and reducing misinformation.

DataEQ helped Cape Town address its water crisis with a data-led strategy, improving communication and reducing misinformation.

DataEQ helped X (formerly Twitter) understand Saudi cultural trends. X wanted to learn about key themes in Saudi online conversations. DataEQ collected 82.2 million posts from August 2019 to August 2...021. They used Arabic keywords and human analysis to find insights. X learned what topics matter most to Saudis and how X shapes culture.
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Telkom used DataEQ to improve its brand perception on social media. The company faced a brand perception crisis at the start of 2020. Telkom monitored Net Sentiment and set sentiment targets to guide... business decisions. By 2021, Telkom outperformed its targets and improved Net Sentiment by 38.2 percentage points in three years. DataEQ's insights helped Telkom reduce negative sentiment and align more closely with industry standards.
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Telkom improved consumer perception on social media with increased positive engagement by 30%.

Three UK ranked highest in a sentiment analysis of UK mobile networks by DataEQ, while Vodafone ranked last.

Three UK ranked highest in a sentiment analysis of UK mobile networks by DataEQ, while Vodafone ranked last.

Telkom improved consumer perception on social media with increased positive engagement by 30%.

Abdul Latif Jameel Motors used actionable insights to enhance customer-centricity as the authorized Toyota distributor in Saudi Arabia.

Abdul Latif Jameel Motors used actionable insights to enhance customer-centricity as the authorized Toyota distributor in Saudi Arabia.