With the growing access to Internet connectivity in the Philippines, based on 2012 estimates, Globe Telecom Inc. makes use of social media to help deliver its services.
Because of this, Globe was given an Award of Excellence during the recent Quill Awards for its innovative Talk2Globe customer engagement channel, a deliberate and strategic endeavor that harnessed the power of the social media and enabled the telecommunication company to build a lasting relationship with its subscribers.
In a statement, Chris Lipman, Globe Customer Experience Management head, said that, “Globe Telecom’s commitment to honest and sincere in communication pushed the company to pursue this social media initiative despite various challenges encountered.”
He added that, “The project was successful because Globe was able to align itself with what its subscribers need—meaningful, efficient and personalized service wherever they are, whenever they need it.”
The Award of Excellence acknowledges the company’s pioneering effort to provide meaningful, efficient and personalized customer service using Twitter as a key platform, as the company attends to customers’ concerns.
Globe made use of Lithium Social Web, a social media management tool that allows for a more efficient workflow, because it automated several processes that used to be manually conducted by customer service agents. It also handpicked in-house specialists to represent the brand on Twitter.
Following the enhancements on Talk2Globe, the number of tweets captured per month surged threefold—a proof that the tool was effective in increasing the reach of the channel.
A 95-percent increase in the number of agent responses per month was also indicative of heightened productivity of the online specialists. To date, Globe receives an average of 34,000 tweets a month and releases over 150,000 tweets.
“The Twitter channel empowered Globe to respond faster to issues as well as address inquires about products and services in a manner that was more personal, meaningful and engaging,” Lipman said.