Globe Telecom has streamlined its customer service process to resolve complaints faster.
The company said in a statement that customer service for home broadband subscribers is now centralized at the Globe At Home app. Globe said this removed the need for long queues whenever using its hotline or even visiting a physical store during the COVID-19 pandemic.
“We want to deliver essentials beyond just speed and connectivity,” said Darius Delgado, Globe vice president and head of broadband business.
“By focusing on the right things, delivering what’s really needed by our customers and looking after them, we can empower and uplift our customers as they go through the new normal,” he added.
Through the app, subscribers can ask to have lines installed, change their plans, register so-called volume boosts for postpaid and avail of prepaid promos, check their usage and settle bills. Subscribers can also book repair appointments.
Improving
In line with this, Globe increased the number of technician teams by 80 percent, thus improving capacity to deploy line installation, repair, upgrade or migration services.
Globe also offers basic troubleshooting guides for subscribers.
“We have continuous on-boarding materials that aim to educate our customers and have an overall better understanding of their Wi-Fi needs,” said Barbie Dapul, vice president for marketing of Globe Broadband.
“In the Globe At Home app, the ‘help’ section provides valuable information for our customers such as how to diagnose what’s wrong with your internet and how to fix them,” she added. INQ