Tech

Globe Telecom digital customer care via Viber Communities

Globe Telecom recognizes the growing needs of its customers in the new normal. As many Filipinos build more online communities, and transact and communicate even more on social media and messaging platforms, Globe Telecom has innovated localized Viber Communities to deliver a targeted and more focused servicing. This includes addressing queries, recommending self-service channels, and offering products that are relevant to the community.

 

Globe Telecom and viber
Globe Telecom digital customer care via Viber Communities

 

According to the latest data from Hootsuite and WeAreSocial, 80.7% of the Philippine population are on social media*, with 65.4% using it to learn more about and communicate with brands. Viber is one of the instant messaging platforms popularly utilized by consumers. 

 

Globe Telecom and Viber
Globe Telecom digital customer care via Viber Communities

Now, Globe Telecom has made itself more pervasive and present in Viber Communities to address the demand swell among its 78.2 million mobile subscribers and over 3.4 million broadband customers** –– for school, work and business, staying abreast of current events, and keeping connected with their loved ones.

Globe Telecom and Viber
Globe Telecom digital customer care via Viber Communities

 

Globe Telecom and its customers can now reach out to each other more instantly through these Viber Communities:

 

 

  • Globe At Home Postpaid and Globe At Home Prepaid WiFi
Globe Telecom
Globe Telecom digital customer care via Viber Communities

 

These communities provide broadband customers with useful information such as troubleshooting guide, steps on how to update an account, newest promos, among others. Both communities have already been verified by Viber and have a total of almost 8,000 members as of January 2020.

 

  • Residential Communities
Globe Telecom
Globe Telecom digital customer care via Viber Communities

 

Globe Telecom has also partnered with residential groups in Metro Manila to address customers’ needs through two-way communications. One of these communities is the Valenzuela City group, which aims to support 16,000 Globe At Home customers in the city.

 

Globe Telecom and Viber
Globe Telecom digital customer care via Viber Communities

 

The communities provide real-time agent support from 8 AM to 6 PM daily. Outside these hours, customers may still report their concerns via an online form and a Globe representative will get in touch with them. Globe now manages 32 communities with a total of about 18,000 members.

 

“It is important that we are where our customers are, and Viber is among these channels. By creating Viber Communities, we are able to focus on the needs of specific groups of customers and show our care in a personalized manner,” said Beck Eclipse, Globe Telecom’s Chief Customer Experience Officer.

 

Globe Telecom will roll out more Viber communities in the coming months and introduce new features that will enhance customers’ experience with the channel.

 

Now with an active presence in Viber Communities, Globe Telecom enriches the customer service experience via this digital care channel and can reach out to more customers directly than ever before.

For more information, visit www.globe.com.ph.

 

Globe Telecom strongly supports the United Nations Sustainable Development Goals, particularly UN SDG No. 9 which highlights the roles of infrastructure and innovation as crucial drivers of economic growth and development. Globe is committed to upholding the 10 United Nations Global Compact principles and 10 UN SDGs.

 

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Eli

Eli has 26 years of extensive IT sales expertise in Data, voice and network security and integrating them is his masterpiece. Photography and writing is his passion. Growing up as a kid, his father taught him to use the steel bodied Pentax and Hanimex 135mm film and single-direction flash, Polaroid cameras, and before going digital, he used mini DV tape with his Canon videocam. He now shoots with his Canon EOS 30D. Photography and blogging is a powerful mixture for him.
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