With Internet as the Lifeblood of Filipino Homes, Superior After Sales Service is Unique Advantage
The pandemic threw many people out of their comfort zones, forcing them to transform their homes into office spaces and classrooms. Home internet became a vital companion of many families.
The internet was also a savior to those who needed an alternative source of income, after losing their jobs due to the economic slump caused by Covid. Many turned to informal online businesses, selling different products and services.
“More than ever, the internet has become an indispensable service to most of us. It is now the lifeblood of every household and is a great equalizer that contributes to overall economic growth, delivering essentials beyond connectivity,” said Darius Delgado, Globe Vice President and Head of Broadband Business.
Internet downtime and slow speeds are no longer acceptable today especially as customers do most of their activities at home and depend heavily on the internet.
Beyond meeting internet connectivity standards, customer servicing expectations from Globe were 2-4 times higher than the competition’s in terms of the turnaround time of its broadband technicians.
“This is a double-edged sword for us. While we appreciate the trust of our customers, the expectations are much higher and we had to deliver so much more versus the others. But we are up to the challenge because we only want to give the best to our customers,” Delgado added.
Globe At Home has increased its technician support teams by 80% versus last year to meet customer expectations for installation, repair, upgrade, or migration service needs. As an added layer of proactive care, Globe At Home made sure that all of its technicians are carefully trained to strictly enforce and practice basic safety and health protocols when doing in-home customer visits and servicing.
To be able to immediately meet the needs of its customers, particularly those in the lower socio-economic classes, Globe At Home offers a shareable plug-and-play Home Prepaid WiFi for just P999 with free 10GB of data.
To future-proof and deliver the best customer experience, Globe At Home continues to massively roll out Fiber-To-The-Home (FTTH) across the country and proactively upgrades customers into newer and faster technologies.
Globe’s efforts are heavily guided by 10 United Nations Sustainable Development Goals (UN SDG). Its aggressive network builds are in line with UN SDG No. 9, in particular, which underscores the importance of innovation and infrastructure to drive economic growth and development.