News & Insight

Using the Science of Dialogue to Improve Customer Satisfaction in the Retail Industry Disruption is the name of the game in today’s retail industry. Digital retailers are merging with physical stores to reinvent the retail business model. Brick-and- mortar retailers are, in turn, offering innovative in-store experiences to attract more customers away from competitors. Read More
Finding Your Social Voice – Tips from Our Social Media Expert In today’s digital, social and interactive world, consumers want access to companies on their own terms. While phone and web channels remain vital to cus­tomer service, consumers are increasingly seeking assistance through social communi­ties. Whether adding a compliment to a brand’s Facebook wall, tweeting about a negative customer experience, or posting a customer service question through a user forum — the social consumer now controls the conversation. But marketers aren’t... Read More
Is Influencer Marketing Worth the Hype? If we’ve learned anything from social media, it’s the power sharing information can have on influencing others. From politics and business to world culture, education, careers and more, social media’s impact on society is undeniable. For brands, social influence plays a particularly important role in a shopper’s purchase journey and can lead to increased awareness, trust, and familiarity, which are important variables in the purchase-decision-making process. Monetize those... Read More
Behind the Hashtag– Meet Startek’s Social Media Team If you’re an avid social user, Facebook, Instagram, and Twitter are part of your daily routine. And like most consumers, at some point you have most likely aired a few grievances about a brand online – sharing your complaints and frustrations with your network, top influencers, and brand executives alike. Social media has become the platform to share the good, the bad, and the ugly of customer service. When those interactions are positive, it can have a strong impact on a brand’s bottom... Read More
Talk to Me: Using the Science of Dialogue to Cure Member/Patient Dissatisfaction While the entire healthcare ecosystem continues to wrangle with market and regulatory uncertainty, one thing is certain: adapting to the new reality of the empowered healthcare consumer remains a massive challenge. In particular, many payers and pharmacy benefits managers (PBMs) still struggle to deliver the kind of customer care that members expect — seamless, effortless, and personalized journeys from open enrollment and welcome season through billing, claims, appeals and grievances, and... Read More
Will Healthcare Customer Service Centers Be Staffed by Chatbots in the Near Future? With the rise of digital channels and self-service technologies such as chatbots and other artificial intelligence (AI)-based technology, are we seeing the end of human interaction with the engagement center (contact center)? Likewise, does the availability and adoption of digital channels mean that engagement centers can begin reducing their investment in human engagement specialists (agents)? Read More