Case Study: Absa improves social customer service and customer experience with DataEQ

Absa transforms digital customer service with DataEQ

Absa, a leading African bank, faced the challenge of managing a high volume of social media conversations to improve customer service and understand valuable feedback from its customers. To address this, the bank partnered with DataEQ to implement its CX and Social Customer Service solutions, including the Crowd and Engage tools, to better prioritize and respond to customer needs.

By using DataEQ's solutions, Absa was able to significantly improve its social customer service and customer experience. The bank's average response time to customers on Twitter improved by 13.6 hours, and its response rate to prospective customers increased by 17%. Furthermore, DataEQ's Analyse platform provided real-time insights that helped drive operational improvements, contributing to a 7 percentage point increase in Absa's overall Net Sentiment score since 2017.

Absa

Casey Monteiro

Social Media Manager