Technology

Globe ramps up customer support using Viber

Globe Telecom Inc. has partnered with chat app Viber to address the digital needs of its customers.

“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 chief customer experience officer.

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

Globe has made itself more felt in Viber communities to address the needs of its 78.2 million mobile subscribers and over 3.4 million broadband customers.

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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.

Globe 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.

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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.

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