DataEQ is a data as a service company that has pioneered a unique approach to structuring social data through the synergy of AI and human intelligence.
Trusted by the world's leading organisations
Elevate CX with data-driven decisions
Customer Experience
DataEQ's Customer Experience offering is an insights-based solution, helping you to identify areas of friction and opportunity in your customer journey. The solution uses the Purchase, Cancel and Service tags which help identify actionable opportunities for improvement.
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Measure CX performance with Net Sentiment
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Get operational feedback distilled for CX
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Map online conversation to the customer journey
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Gain granular insights for root cause analysis
Respond to the most important conversations first
Customer Service
DataEQ’s Customer Service solution helps you to react to opportunities, risks, and service requests in real time. By prioritising tickets based on their urgency and importance, the solution reduces social noise and improves response rate with an optimised customer care workflow.
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Optimised workflow for better response rate
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A powerful social customer service platform
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React in real time to acquire new customers and reduce churn
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Unparalleled accuracy driven by human insights
Previously, our agents were responding directly on social platforms, which came with all sorts of complications and pitfalls. By streamlining our efforts, Engage has completely systemised Virgin Active’s social customer service offering, which has ultimately made our agents’ lives much easier. The tool is stable, intuitive and comes with the added benefit of a great technical support team who goes above and beyond to provide immediate and personalised service - this enables us to offer the same superior level of assistance on our social platforms at all times.
Ensure compliance with real-time regulatory reporting
Governance
DataEQ’s Governance solution encompasses the spheres of market conduct, risk and ESG. By bringing these three focal points together, the solution offers a holistic approach to balancing the interests of a company’s many stakeholders.
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Conduct
Through data mapping, timeously prioritise and address conduct complaints.
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Risk
Risk tagging via the Crowd prioritises online mentions in real time.
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ESG
An ESG Net Sentiment score mapped against a detailed ESG framework.
Be the first to know about a high risk mention
Risk and Reputation
DataEQ’s Risk and Reputation Management solution is designed to protect against reputational and organisational damage by identifying and alerting you to all potentially damaging social media conversations in real time.
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Stay on top of risks with real-time monitoring
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A rapid early warning system
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Proactively intervene and minimise damage
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Develop a data-led strategy
Featured Research
This index uses a consumer-driven lens to deliver strategic insight around key themes driving negative and positive interactions towards ESG initiatives of UK retailers.
The latest UK Insurance Index, in collaboration with PwC, focuses on the role that social media data can play in Consumer Duty compliance
Despite consumers having a negative overall experience with their banks, the industry saw a major improvement from 2022.
This year's South African Banking Sentiment Index reflects a remarkable narrative of growth and resilience for the industry.