Consumer Ecosystems

Globe launches social hub for customer care in Philippines

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Category: Consumer Ecosystems
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One of the leading providers in the Philippines has implemented a comprehensive social hub to reduce customer service costs...

One of the leading providers in the Philippines has implemented a comprehensive social hub to reduce customer service costs. Globe Telecom’s new Globe Community, comprised of Lithium Technologies’ Communities and Social Web solutions, is aimed at increasing customer loyalty.

The hub will be used to monitor posts about Globe across social media channels in order to respond efficiently to any enquiries, reducing the need for customers to call the operator’s contact centre while maintaining a strong level of service. Community-generated content will also allow network issues to be resolved more quickly.

Lithium’s Social Web solution is used to identify posts made about the provider on social networks, then categorise and prioritise them, routing them to the correct set of resources for better efficiency. The Communities solution is more focused on branding customisation of social networking.

“At Globe, providing superior customer experience is at the core of everything we do," said Globe President and Chief Executive Officer Ernest Cu.



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