Globe Telecom reveals returns from digital investment in customer care

Globe Telecom has revealed how it improved customer experience in the Philippines after making investment in digital technologies.
Rebecca Eclipse, chief customer experience officer at Globe TelecomGlobe Telecom has over 91 million mobile and broadband customers in the Philippines.

Globe Telecom faced challenges in deploying manpower that is able to come in and serve at the frontline during the community quarantine.

Globe Telecom’s digital channels enabled its phone and broadband customers to manage their accounts, including purchases of prepaid load and promos, without the need to talk to customer service representatives, said Rebecca Eclipse, chief customer experience officer at Globe Telecom.

Globe served its customers through its digital channels such as GlobeOne, Globe At Home, GCash, and TM apps which can be downloaded from Play Store for Android and App Store for iOS.

GlobeOne daily app installations increased by 65 percent since the enhanced community quarantine started in March. Active users have already increased by 50 percent as of May, said Globe Telecom.

GlobeOne App allows Globe Postpaid, Globe myBusiness, Prepaid, and TM customers to monitor their account, track their usage, request for service modification, pay their bill, as well as monitor and redeem their Globe Rewards. Prepaid customers can also purchase load and register to promos.

TM customers may use the TM App to check their load balance and history, register to their favorite TM promos, monitor data usage and promo subscription, check available rewards points, and chat for after sales inquiries.

Majority of Globe At Home Broadband customers now use the Globe At Home App, with the number of registered users increasing from 1.1 million in March to 1.4 million by April 30. Aside from tracking data usage, paying bills, or registering to promos, customers can perform basic troubleshooting using the app and request for an onsite visit.

The GCash App achieved 200 percent increase in the number of installations from March 15 to April 15 and 250 percent growth in the number of app registrations, making it one of the top five most downloaded apps in Android. This surge was driven primarily by the people’s need for contactless alternatives to sending money and paying bills.

The GCash app makes transactions easier, safer, and faster under the current environment as it can be used to buy load, pay bills, pay for goods and services, do bank transfers, and send money without leaving the home.