Friday, February 21, 2014

Globe Self-Help Channels Boost Customer Satisfaction and Empowerment

source: http://www.globe.com.ph/self-help
With customer satisfaction, loyalty and empowerment in mind, Globe Telecom came up with several innovative services that will allow customers to enjoy fast, easy, and hassle-free means to manage their accounts and save on time, effort, and money.

The move is part of the company’s journey towards taking the experience of its 38.5 million subscribers to the next level of service.

“We want to delight customers with the power of choice over how they reach us. At the same time, we are maximizing new technologies and platforms by creating new ways and enhancing existing features to empower them to do self-help,” said Glenn Richmond Ong, Head of Globe Digital Communications and Self-Service.

Using Globe self-service channels, customers can choose among four options for a wonderful customer experience namely:  MyAccount,  GServices, *143#, and Interactive Voice Response which are all very simple to use and understand even for non-techie individuals. 

“The Globe self-help channels give our subscribers fast and easy access to manage and track their accounts and get answers to their inquiries without having to visit a Globe Store or talk to a hotline customer service representative. We want to give them the information that they need on time, all the time. This is in keeping with the company value of putting our customers first,” Ong added.

MyAccount, which can be accessed through the Globe  website  accounts.globe.com.ph, provides a myriad of functions such as account details viewing and modification, online bills viewing and payment (globe.com.ph/paybill), postpaid and prepaid outstanding balance inquiry, paperless billing sign up, line status check, auto pay service enrollment, account transfer, as well as Tattoo and GCash access.

Similarly,  customers who are often mobile may instead download the Globe official app called GServices to both Android and iOS device for free to check their load balance, register to promos,  request for service modifications, activate roaming, redeem rewards, download music and Share-A-Load all from one uncomplicated interface.

On the other hand, *143# is a real-time instant messaging type phone service that can be used for requests on bill sending and contract information, status check of load balance and signal availability, prepaid and postpaid promo subscriptions, and other menu-based information services.  Just dial *143# on any Globe-serviced mobile phone for free to see the choices.

Those who prefer to hear rather than read instructions about their concerns may still call the Globe hotline for the Interactive Voice Response (IVR) service. This channel allows you to request for your bill, check the status of your SIM activation, reconnect your line, and know your outstanding balance. IVR is a series of recorded messages that attends to the subscriber’s mobile phone, landline, and internet inquiries using self-service menus.  If the matter needs to be explained further, the IVR also guides the customers to the right customer service agent.

To learn more about self-help, visit www.globe.com.ph/self-help.


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