Case Study: Belfius Bank achieves effective social media management with CX Social

Belfius Bank - Customer Case Study

Belfius Bank needed a better way to monitor and manage social media conversations as it expanded its customer service presence on Twitter and Facebook during a difficult financial period. After first listening to online mentions, the bank turned to CX Social to help analyze, organize, and manage its social media activity across languages and channels.

With CX Social, Belfius Bank set up tagging, sentiment review, escalation rules, canned responses, and reporting to streamline webcare and internal analysis. The bank now handles about five to ten webcare interactions per day without extra staff, uses tags for faster filtering and reporting, and relies on CX Social insights for periodic management updates, with a structured process that keeps responses targeted and relevant.

Belfius Bank