News & Insight

Category: Case Studies
Be a Human: Using the Science of Dialogue to Improve Customer Satisfaction in the Technology Industry From smart home appliances to artificially intelligent digital assistants, to wearables such as fitness trackers, the consumer technology industry continues to change how we live at a pace that can be mind-boggling for consumers. While consumers are more attached to their devices than ever before, they face greater complexity and frustration — from knowing which device to purchase to troubleshooting problems to understanding how billing for subscription-based software works. Read More
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
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
Universal Agents Trained In The Science Of Dialogue Reduce Costs And Strengthen Subscriber Connections In today’s digital society, consumers and businesses need the latest voice, data, internet and video services to stay connected with each other and with the world. But when STARTEK’s client, a leading communications provider, noticed repeat callers were on the rise, it knew it’s subscriber service experience was anything but lightning fast and hassle free. That’s when the company turned to STARTEK to troubleshoot the issue and power up results. Read More
Wholesale Club Expands Member Care Without Growing the Budget or Impacting Quality While loading up the shopping cart with deals is probably the most visible part of the wholesale club experience, out-of-store interactions with the brand are equally important to overall member satisfaction. Read More