Globe reaches out to customers thru more service channels

Friday, January 13, 2012

SUBSCRIBERS of Globe Telecom are in for a better experience with more customer service channels that would immediately respond to customer needs and queries.

In a pioneering move, Globe launched new online channels to provide subscribers a variety of options where they can easily ask for after-sales support wherever they are and whatever time of the day.

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Subscribers here and abroad can get real-time feedback from customer service representatives (CSR) who are on duty 24/7 through the chat functionality available on the Globe website, or by adding the Talk2Globe account (Talk2GLOBECHAT) on Yahoo! Messenger.

Globe subscribers anywhere in the Philippines can also get assistance through SMS by texting HELP to 1234 for free. These new channels feature faster response time to a specific customer inquiry, as well as uninterrupted and seamless service with a conversation tracking feature.

The new customer touch points are on top of the existing channels available for Globe subscribers such as the Talk2Globe Hotline via 730-1000 (toll-free via Globe Landline) or 211 (toll-free via Globe/TM mobile), official Talk2Globe social networking accounts in Facebook and Twitter, and the Talk2Globe e-mail account (talk@globetel.com.ph).

“As part of our commitment to superior customer experience, Globe gets closer to customers using new service technologies that spell convenience, accessibility, and faster response,” said Joe Caliro, head for Customer Experience of Globe.

“This gives our customers an opportunity to use their preferred channel to communicate with us, letting them enjoy talking to Globe their way with our widest range of self-service channels,” he added.

Globe also launched *143#, the newest and easiest quick-service menu that allows subscribers to know more about the latest Globe promos at the touch of a button for free.

Both prepaid and postpaid subscribers using this innovative service can quickly access billing and load details, as well as call, text and surfing promos, do GCASH transactions, download related services, and share prepaid load to Globe and TM users without having to memorize registration codes and access numbers.

To use the service, just dial *143# and press the call button on the mobile phone.

In an unprecedented move at personalization, Globe set up an exclusive Visayan interactive voice response (IVR) system and deployed Visayan-speaking CSR agents based in Cebu to serve sales, after-sales, and technical concerns on broadband and landline services of customers in the Visayas and Mindanao regions.

The company partnered with Aegis People Support and Tech Mahindra, two of the top call center companies in the global BPO industry.

“This is a milestone not only for Globe but for our Visayan-speaking subscribers because they will find that when they talk to Globe, we are more responsive and there are no language barriers,” added Caliro.

Mobile services will be served starting January 15, 2012 for prepaid and February 13, 2012 for postpaid.

The Visayan language is the second most-widely spoken dialect in the country, with over 20 million Filipinos speaking the language in various provinces and cities in Visayas and Mindanao.

Visayan-speaking subscribers can call the Hotline at (02) 730-1000 or 211 and choose the Visayan option to listen to a Visayan-speaking IVR or speak with a Visayan CSR. (PR)