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
Testimonial
Startek has been a crucial partner in Telkom’s journey to success. Their excellent track record has seen Startek remain one of our preferred partners in the managed call centre industry.
Albertus Venter
Consumer Operations
Telkom
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Insights
Case studies
Digital transformation delivers 34% call deflection for Jemena
Download this case study to discover how our digital transformation efforts delivered a 34% call deflection for Jemena.
October 2023
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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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The impact of AI on CX in telecom
Learn how AI is having a positive impact on the telecommunications industry by reducing customer friction, increasing engagement and retention and creating new revenue streams.
April 2023
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Telecom 2023: Five trends shaping customer experience
Learn how top telecom providers are enhancing CX through automation, AI, ML and personalization.
February 2023
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Differentiating through digital customer experience in Telecoms
Explore how AI and data analytics can improve CX in telecom.
January 2023
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Webinar recap: Chatbots for customer service automation
Learn best practices that will ensure your customer service chatbot deployments deliver successful customer service automation.
August 2022
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Echoes of leadership: My journey from agent to director
In this blog we discover Joseph's impressive Startek® journey from agent to Director.
December 2023
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