Deliver real-time, personalized, and effortless social CX with Startek® LISA
Combining customer insights and intelligence with internal data, Startek LISA enables personalized social media experiences that drive loyalty and engagement.
In 2022 there were 4.62 billion social media users across the globe. With as many as 23% of consumers sharing brand or company content, social media is an important consideration for every business. Brands must carefully manage their reputation, monitor third-party content and respond quickly to customer queries and concerns.
But with an expanding array of channels, from Facebook to Twitter to Instagram to Whatsapp, without an effective social media management platform it can be hard for brands to effectively engage with consumers in their channel of choice.
Startek® LISA
The award-winning Startek® LISA is an industry-leading social media and reputation management solution.
Collating customer insights and intelligence from social media sites, news media and other online sources and integrating this with internal data and CRM systems, Startek LISA creates holistic customer profiles, enabling agents to provide real-time, personalized and effortless customer experiences.
Startek LISA delivers impact through powerful analytics:
- Brand conversation analysis
- Buzz trends
- Sentiment analysis
- Demographic breakdown
- Platform distribution
- Customer issue type & distribution analysis
- Influencer breakdown - positive and negative
- Share of social chatter analysis
- Fan engagement breakdown
Case study
Proactive Social Media Management Increases Engagement by 100%
The challenge
Our client, a leading global aftermarket automotive retailer, prioritizes delivering market-leading customer experience (CX) at every customer touchpoint.
Our client wanted to leverage social media and communities to create stronger brand affinity and turned to Startek for support, building on the existing successful partnership delivering phone, chat and email-based sales support.
The Startek® solution
- Implemented dedicated Social Media and Communities team
- Prioritized positive brand experience across social channels, including Facebook, Twitter, Instagram, WhatsApp and Amazon reviews
- Devised proactive social media strategy
- Respond in real-time
- Identify consumers posting about flat tire as potential customers, offer relevant promotions creating positive brand moments
The results
- 100% increase in engagement via social channels
Delivering Best-in-Class Social CX with Startek® LISA
The challenge
Our client, a leading telecoms company, wanted to create a more engaging brand-led experience across social media channels and languages.
Startek worked in partnership with the clients’ 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, streamlining interactions and providing insights through detailed analytics
- Monitor 100+ data sources to effectively capture 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
- Fastest industry query response time (as measured by client)
Features
Online reputation management
Social reporting
Visualize data across business centers
360-degree customer view
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