Case Study: African Bank boosts social media customer service with DataEQ Engage

African Bank adopts customer-centric approach on social media

African Bank, a financial institution that had recently relaunched, sought to optimize its customer service efforts on social media as part of a broader digital shift. The bank partnered with vendor DataEQ to implement their social customer service platform, Engage, to better manage these digital touchpoints.

The solution from DataEQ enabled African Bank's operations agents to identify priority posts requiring urgent responses and route them efficiently. This implementation resulted in a response rate above 90%, significantly higher than the industry average of 57.7%. DataEQ's platform also helped the bank drastically reduce its average response time to just 2 hours and 19 minutes, allowing them to respond to customers faster than competitor banks.

African Bank

Eloise Boezak

Customer Experience Transformation