At the Asia Communication Awards, which recognizes achievements of companies and individuals in the region who contributed in building the telecom industry, held in Singapore, Globe Telecom’s Customer Service Innovation on Social Media snagged the Best in Customer Service Initiative award accounting to its roster of demonstrating their commitment in delivering excellent customer experience to the Filipino’s around the world.
The winner of the award was quantified through the company’s financial performance and measurable improvements in customer experience.
The award acknowledges Globe Telecom’s modernized network of well-designed and successful implementation of its social media strategy, providing meaningful and personalized customer service through Twitter. With this social media endeavor, the brand was able to proactively build lasting relationships, and create an avenue for honest and sincere communication among its customers.
“At Globe, we are deeply rooted in putting customers at the center of everything we do. We want to be where customers are even if they do not engage us directly. According Trendstream, London-based consultancy firm, the Philippines has the largest number of people who engage in social media activities, relative to the total number of online users in the country in 2011. Globe capitalized on this growing social media trend and took customer service beyond the call center,” said Globe Customer Experience Management Head Chris Lipman.
In this customer service category, Globe, being the first telecommunications company in the Philippines that transformed its social presence to be the right channel for end-to-end support, hand-picked eighteen online specialist with unique personalities to manage and monitor Globe’s official Twitter account 24/7 catering to the need of Twitter’s growing audience. Amplifying their scope allowed them to reach out to its customers and gain their loyalty through the social media, in giving them accurate and engaging customer service.
Lipman added, “This award speaks well of the company’s commitment to reach out to customers in a more personal way, where we can be honest about our products and services and ultimately provide seamless engagement. This will further inspire our team to enrich customer care initiatives. We are extremely proud to have won an award in a category dominated by our local telco competitor.”
Continuing to gain followers, Globe is now able to broadcast an average of 2,500 personalized tweets per day. Current data shows the account receives an average of 34,000 tweets a month and releases over 40,000 tweets with a feedback turn-around time target of 5 minutes, one of the fastest turn-around time in the world. According to SocialBaker, @Talk2Globe is climbing up the ranks as the most influential Twitter account in the country.
Got any questions for Globe? Tweet your concerns @Talk2Globe.