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Finding Your Social Voice – Tips from Our Social Media Expert - STARTEK - Blog

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 completely powerless. With careful planning and a little help from the experts, brands can find their voice while reducing costs and increasing customer satisfaction and sales.

Recently, we sat down with Roger Huff, our leading expert on social media, to learn more about Startek’s plans to improve the future of social care. He also shares his predictions and social trends to watch for in 2019.

Pictured: Roger Huff, Director of Social and Digital Media
What is your role at Startek and how long have you been with the company?
I am Startek’s Director of Social Media and Digital Engagement. I have been with the company for over 10 years and have led social media strategy for 7 of those years. My role includes consulting with leading brands to design and deliver world-class social support.
Recently, Startek merged with Aegis to create a global leader in customer experience management. How are Startek and Aegis combining efforts to improve social care?
The Startek and Aegis merger has unlocked enormous opportunities across all areas of the business that neither company could achieve alone, including in social care where both brands have complementary strengths. Aegis brings to the relationship an industry leading omnichannel support tool in the AegisLISASM platform, which can pull in customer data not just from legacy channels like phone and email but also across social media channels, chatbots, blogs, forums, mobile apps, and messenger apps to create a unified view of the customer. Aegis also has extensive experience building and implementing chatbots for customer support. These chatbots are built to support customer communication across all channels, including social media and digital engagement. Today, Aegis utilizes these capabilities to support some of the world’s largest and most prestigious brands that are on the cutting edge of digital customer support and engagement.
Similarly, Startek brings to the relationship industry leading expertise in social media strategy design and execution. This includes a social media engagement lab with a hub and spoke support model. The lab serves as the hub of expertise to support all satellite spokes implemented across the globe. Startek executes social media support for dozens of brands worldwide and has built digital reputation management and community management capabilities that are most often found at digital agencies rather than BPO providers. Through this expertise, Startek supports tens of thousands of brand-owned retail locations and hundreds of thousands of online products while monitoring millions of brands mentions and brand-aligned topics every year for our clients.
The complementary digital expertise of Startek and Aegis brings together industry leading digital tools, proven AI and chatbot capabilities, digital agency capabilities, and complex global digital support capabilities to create a unified offering for our current and future clients not before seen in this industry.
Do you think social media has become the most important customer service platform across industries? If so, why.
Social media has quickly become the preferred method of customer service engagement for many consumers who have adopted social media as a staple in their daily lives. Brands previously believed they were reaching a specific demographic on social media, but it has become a way to reach consumers from all demographics and customer profiles. Social media is also especially important for customer service because many times it is a last resort of sorts. Customers have called, emailed, and even chatted on native brand websites with customer service specialists. When they feel they have not received sufficient help, they often turn to social media to communicate their frustrations. Social media customer care gives brands a unique opportunity to reach out in those times of frustration and save customers from potential brand defection and churn – and in many cases, creating brand advocates in the process.
In your opinion, what are some social trends to watch for in 2019?
In 2019, the largest social trend to watch for will be digital customer engagement volume growth. According to eMarketer, Facebook ad revenue in the U.S. is expected to outpace total print ad spending by 2019. With larger-than-ever portions of marketing budget being focused on growing and engaging customers on social media, the by-product of those strategies will be larger-than-ever digital audiences to engage with on those platforms.
I believe we will see brand marketing teams create stronger partnerships with digital customer care teams, both internally and externally. Scaling internal marketing resources to handle customer care concerns can be very expensive. Brands will look for ways to handle growing amounts of digital customer engagement while looking for ways to retain brand voice in those engagements. Companies like Startek and Aegis who have this expertise will be poised to grow relationships with brands that are focused on digital customer engagement, acquisition, and growth.

If your social media strategy needs a facelift, visit our contact us page to learn how Startek and Aegis can help.


Publish Date: October 4, 2018 5:00 AM

2021 Buyers Guide Workforce Management

Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390


Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.


VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

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