Case Study: Virgin Active improves social customer service with DataEQ Engage

Virgin Active optimises social customer service with Engage

Virgin Active, a leading health and fitness club operator, faced the challenge of managing a rising volume of customer service queries on social media. To address the growing preference for social support and streamline their operations, they partnered with vendor DataEQ to implement its Engage platform.

DataEQ's solution replaced Virgin Active's previous community management approach with a prioritized ticketing system that routes urgent posts to the right agent. This enabled the company to achieve a 25% improvement in its monthly response rate and reduce average response times by nearly 30 hours, even as the volume of priority tickets increased by 23.6%.

Virgin Active

Jacqui Walter

Customer Engagment Manager