In the cable, media and telecom industry, where the cost of switching is low for the consumer, brands must constantly compete to retain their customers. With as many as 48% of consumers opting to switch brands in search of better service, providers must focus on their customer experience (CX) delivery to stand apart.

For customers, the services provided by cable, media and telecom operators are part of the fabric of day-to-day life. As such, their expectations have risen. A highly tech savvy consumer base wants more than voice-based support, expecting intuitive 24/7 support and easy-to-access digital solutions.

Case studies

Delivering best-in-class social CX with Startek® LISA

The challenge

Our client, a leading telecom company, wanted to create a more engaging, brand-led experience across social media channels.

Startek worked in partnership with the client’s business transformation, marketing and customer support teams to develop a consistent and brand-appropriate experience.

The Startek® solution
  • Implemented a 24/7 social media strategy leveraging Startek LISA
  • AI workflows, enabled through the Startek LISA technology, streamline interactions and provide insights through detailed analytics
  • Monitor 100+ data sources to effectively track and manage customer comments and concerns
  • Deployed multilingual support teams
  • Integrated front and back-office support teams for a consistent end-to-end experience
The results
  • 15-minute query response time
  • 6-hour critical issue resolution
  • Fastest industry query response time (as measured by client)

Improving Customer Satisfaction with Startek® Interaction Analytics

The challenge

Our client, an Asian telecom operator, wanted to improve their NPS as a strategic lever to increase penetration in the market.

The Startek® solution
  • Customer journey mapping revealed a need to deploy self-service solutions
  • Automated backend solutions
  • Deployed Startek® Interaction Analytics to identify opportunities to improve the customer experience
The results
  • 5% reduction in customer complaints and escalations
  • End-to-end visibility of customer experience
  • 45 NPS

Your trusted CX partner

Trusted by the cable, media and telecom industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.

38k

Associates

Supporting voice and non-voice services

12

Countries

Global delivery with local flair

40

Languages

Building stronger customer connections

200+

Clients

Trusted by leading brands

Featured solutions

Startek® LISA

Deliver real-time, personalized and effortless social CX

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Startek® Conversational AI

Deliver human-like automated conversations

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Startek® Multilingual CX services

Get closer to your customers

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Startek® Interaction Analytics

Reveal the insights hidden in your unstructured data

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Insights

Blog

Technology unlocks CX success in travel and hospitality

Discover the top three ways technology elevates travel and hospitality CX and help brands stay on top

May 2023

Read more

Blog

How technology is disrupting CX in the hospitality industry

Discover how technology is revolutionizing CX in the hospitality industry and explore six digital transformation trends.

April 2023

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Blog

How social media improves CX in travel and hospitality

Learn how social media can enhance CX in travel and hospitality by understanding customer behavior, increasing brand accessibility and improving awareness

February 2023

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Blog

Self-service enhances the cable and media customer experience

Discover the latest self-service trends in cable and media and how they’re revolutionizing the cable and media customer experience

May 2023

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Blog

Technology unlocks CX success in travel and hospitality

Discover the top three ways technology elevates travel and hospitality CX and help brands stay on top

May 2023

Read more

Blog

Five ways to strengthen and recession-proof your CX strategy

Learn how to maintain quality CX during a recession with limited resources, leveraging technology and a robust CX strategy

May 2023

Read more

Blog

How augmented reality enhances the retail customer experience

Read the blog to discover why augmented reality is playing an essential role in enhancing retail customer experience

May 2023

Read more

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