Smart’s new app allows telco to deal directly with subscribers, customers

Smart Communications, the flagship mobile unit of Philippine Long Distance Telephone Co., recently released a customer service app that allows its workers to better interact with subscribers.

In a statement, Smart said the app dubbed CARA allows subscribers to access the know-how from Smart’s 7,000 employees from store frontliners to engineers and marketing staff.

The app would help speed up the delivery of customer services, which include helping subscribers on their billing-related complaints or helping them find the most appropriate cell phone plan, it said.

“We want all our people to be heroes for our customers, to look out for their welfare, and go the extra mile so that they get the best possible service,” Smart executive vice president Ariel P. Fermin said in the statement.

The CARA app is just one of Smart’s customer service initiatives. This year, it also launched the Smart Switch machine in several Smart Stores to enable subscribers to efficiently copy contacts from their old phone to their new phone quickly.

Smart has separately improved services for postpaid subscribers when settling their bills. Transactions can be done through banks (BPI, Metrobank, RCBC, etc.) or non-bank accredited payment channels (7-Eleven, Bayad Center, Smart Money, etc.).