Case Studies

eir

How eir Used RiskEye to Protect Its Online Reputation

eir is Ireland’s largest telecommunications company, with over 3000 passionate employees providing their customers with everything from broadband to sim cards and television. The employees of eir are committed to keeping the people of Ireland connected to what is most important to them. eir can offer great insight into how protecting their reputation online plays a key role in protecting their brand.

For eir, increasing positive sentiment online was the most important task. During the Covid-19 health crisis in 2020, their teams were struggling to balance social media and busy phone lines due to the sudden increase in usage and broadband issues. RiskEye focused on increasing positive sentiment online to improve both customer relations and find weak spots.

How RiskEye Helped eir

Beginning the journey to increase positive sentiment

RiskEye provided a comprehensive and unique solution for identifying online risk and harm in real-time. We used our innovative technology along with expert human power to isolate and identify every risk that was published online about eir in real-time, 24/7.

Working with eir to capture sentiment

RiskEye used unique technology to identify negative sentiment and customer issues, which were then isolated and presented to eir via their own customized dashboard. This allowed the customer care team to utilize RiskEye as a resource to identify and address areas of weakness in their systems, thereby improving their overall performance.

Identifying risks in real-time

By equipping eir’s customer care team with the necessary language and tools, RiskEye has seen remarkable outcomes in terms of amplifying positive sentiment online. The team felt energized upon receiving appreciation and thanks from customers online.

Oisín Masterson

Head of Digital Communication

My favourite feature is absolutely the high-priority alerts. At management level, a dashboard is vital to be able to track progress. It really helped us build robust processes and procedures to deal with issues.