Create high-quality, actionable data from unstructured online customer interactions

DataEQ (formerly BrandsEye) structures and analyses online customer conversations to optimise social customer service, generate new CX insights, manage risk, and improve regulatory reporting.

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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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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Market Conduct

DataEQ’s Market Conduct solution delivers comprehensive and automated conduct reporting for financial services using social media conversation. The principles of Treating Customers Fairly (TCF) are being enforced in new outcomes-focused market conduct rules, and many of these TCF-related complaints are lodged by customers on social media. To help with compliance, this solution identifies every TCF-related mention contained in your online conversation.

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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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Featured research

The FCA's new Consumer Duty and the importance of social media data

South African Banking Index - demand for social media customer service up 28% in 2021

Consumer behavioural shifts during Ramadan see social media service expectations surge

UAE retail banks record positive annual growth, score low on customer satisfaction

South African telecoms industry perceptions remain in the doldrums

19.8pp

improvement in response rate

30hr

improvement in response time

13.6%

improvement in response rate

17%

improvement in response time to acquisition opportunities

21.9pp

improvement in response rate

5.5hr

improvement in response time

Read our case studies

Hear from our clients

“The Net Sentiment metric has allowed us to consistently and easily measure the impact of our interventions and decisions as we continuously strive to know and understand our customers better.”

“DataEQ has helped us harness the ability to provide customer service in a timely and efficient manner. Engage finds, prioritises and delivers the most important tickets, saving our agents’ time and empowering them to resolve queries quickly.”

“DataEQ’s analysis enabled us to get a deeper understanding of what matters to Saudi Arabians, and the role that Twitter plays as a driver and reflection of culture.”

Create high-quality, actionable data from unstructured online customer interactions

Customer Experience

Customer Service

Market Conduct