Case Study: SEEK achieves personalised, context-rich social customer service with Lexer Engage

Global job board SEEK improves social customer service

SEEK, the global job board, needed a way to deliver personalised social customer service across tens of thousands of social interactions per year and to acknowledge previous engagements so responses feel authentic and relevant. To solve this, SEEK partnered with Lexer and adopted Lexer Engage, a social customer service platform designed for enterprise-grade community management.

Using Lexer Engage’s History Column and Context View, SEEK agents can see a full timeline and thread context for each post, which eliminated duplicate replies and made personalised engagement scalable. As a result, SEEK has strengthened rapport with job seekers across Facebook, Twitter and Instagram, handling those tens of thousands of interactions more efficiently while growing a trusted follower network that continues to expand each day — a clear impact driven by Lexer’s solution.

SEEK

Melita Amore

Marketing Associate – Social Media