Clarabridge Engage Helps Belfius Bank Implement its Social Care Strategy

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Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Banking
Customer Engagement
Social Customer Service

CHALLENGE

Belfius Bank, formerly Dexia, wanted to devise a thoughtful social media strategy regarding what questions and mentions it would respond to. It started by listening to everything being said about the bank online. Eventually, however, it determined that it needed a more comprehensive social media management tool in order to implement its strategy.

SOLUTION

After defining its goals, Belfius selected Clarabridge Engage to monitor, analyze, and manage its social media presence. The bank began using Clarabridge Engage’s tagging and sentiment analysis functions to filter mentions by type, establish escalation and reporting procedures, and determine sentiment. Standard answers, also known as canned responses, are used for common questions.

SUCCESS HIGHLIGHTS

  • A tagging function that allows Belfius to know what it is facing in terms of webcare
  • Automatic sentiment analysis that can be reviewed and altered for accuracy
  • Generation of periodic reports to management that focus on general analytics such as growth of fans and followers as well as top conversations
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During the monitoring phase, Belfius started tagging all mentions that rolled into Clarabridge Engage. Thanks to these tags, Belfius clearly knew what it was facing in terms of web care. It has continued to use tags for the purpose of escalation and reporting.

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