Globe pushes for digital empowerment in customer care

The need for the Philippines to become a digital nation has never been more pronounced than it is during this pandemic. While the community quarantine has prompted many Filipinos to remain at home, people turned to digital technologies to cope with the challenges and continue managing their daily lives. This accelerated its adoption and habituation at a speed that would not have been achieved under normal conditions.

Globe pushes for digital empowerment in customer care

With over 91 million mobile and broadband customers who rely on Globe Telecom to keep their families connected, their businesses running, and make work from home possible, the company’s digitalization efforts have proven their value in being able to serve its customers amidst the crisis.

Despite the decrease in manpower that is able to come in and serve at the frontline during the community quarantine, Globe’s digital channels have enabled its customers to interact with the brand and manage their accounts, including purchases of prepaid load and promos at any time of the day, without the need to talk to customer service representatives.

“Taking care of our customers is crucial to us, regardless of [the] situation. While we provide connectivity and solutions to enable what is important in their lives during times of crisis, we also want to make sure we are able to provide options so our customers can interact with us with ease and feel cared for in the safety of their homes,” said Rebecca Eclipse, Globe Chief Customer Experience Officer. “Our aspiration is for Globe to enable the digital life of Filipino consumers and businesses, and we remain true to this in the way we serve.”

Globe was able to continue serving 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.

Figures show that GlobeOne daily app installations increased by 65% since the enhanced community quarantine started in March. As of May, active users have already increased by 50%.

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.

The majority of Globe At Home Broadband customers, on the other hand, now use the Globe At Home App, with the number of registered users jumping 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 also saw a 200% increase in the number of installations from March 15 to April 15 and a 250% growth in the number of app registrations for the same period, 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.

GCash has also partnered with government agencies and local government units for money distribution such as the Social Amelioration Program for Angkas, Joyride, and Grab riders of the Department of Social Welfare and Development (DSWD) and Land Transportation Franchising and Regulatory Board (LTFRB); and Makati’s Makatulong 5K for 500,000 residents. It also serves as a donation platform for various private and non-government organizations.

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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.

To know more about Globe, please visit www.globe.com.ph.