Globe At Home ‘Focuses on the Right Things’; Customer-Centric Initiatives That Allow Customers To Be in Control
By putting the Globe At Home app at the forefront of customer servicing, Globe’s broadband group gives their customers overall control on how they manage their transactions. This eliminates the need for customers to call the hotline or going to the Globe Store, which is not ideal given the current situation we are in today.
Among the account management functions that customers are able to do on the Globe At Home app are changing or updating of their plans, registering to volume boosts for postpaid and HomeSURF promos for prepaid, checking their usage and paying their outstanding balances, activating free streaming services, and even booking a repair appointment with a technician.
“We want to deliver essentials beyond just speed and connectivity. By focusing on the right things, delivering what’s really needed by our customers and looking after them, we can empower and uplift our customers as they go through the new normal,” said Darius Delgado, Globe Vice President and Head of Broadband Business.
Meanwhile, Globe At Home also launched service guarantees for new postpaid customers where they can get their lines installed within 24 to 48 hours from the approval of their applications.
As part of its Proactive Care initiative, Globe also increased the number of technician teams for deployment by 80% versus last year to ensure that every customer who needs line installation, repair, upgrade, or migration, is served within a desirable timeframe.
Apart from deeper customer involvement via the Globe At Home app, the telco’s broadband group also makes sure that its customers are equipped with proper education and basic knowledge on addressing their immediate WiFi needs that may not need technician assistance.
“We have continuous on-boarding materials that aim to educate our customers and have an overall better understanding of their WiFi needs. An example of this is through #WiFiSolutions program wherein we educate our consumers on various self-troubleshooting tips, debunking common misconceptions on WiFi technology, and more,” said Barbie Dapul, Vice President for Marketing of Globe Broadband. “In the Globe At Home app, the Help section provides valuable information for our customers such as how to diagnose what’s wrong with your internet and how to fix them.”
Customers can download the Globe At Home app through Google Playstore for Android devices and App Store for iOS devices so they can be in control of their Globe At Home plans.
Globe continues to support the 10 United Nations Sustainable Development Goals (UN SDGs) specifically UN SDG No. 9 emphasizing the important role of infrastructure and innovation in economic development.