Globe rolls out Viber Communities for customers
Globe has rolled out Viber Communities to deliver a targeted and more focused servicing for its customers. These Viber Communities aim to address queries, recommend self-service channels, and offer products.
Based on the latest data from Hootsuite and WeAreSocial, 80.7% of the Philippine population are on social media, with 65.4% using it to learn more about and communicate with brands. Besides, Viber is an instant messaging platform that consumers popularly utilize.
Due to this, Globe has made itself available in Viber Communities to address the demand growth among its 78.2 million mobile subscribers and over 3.4 million broadband customers. Globe and its customers may now reach out to each other instantly through Viber Communities, including the Globe At Home Postpaid, Globe At Home Prepaid WiFi, and Residential Communities.
The communities provide broadband customers with information such as troubleshooting guides, steps on how to update an account, the newest promos, and more. Viber has already verified both Globe at Home Postpaid and Prepaid WiFi communities with a total of about 8,000 members as of January 2020.
Moreover, Globe has also partnered with residential groups in Metro Manila to address customers’ concerns through two-way communications. One of these communities is the Valenzuela City group, which aims to support 16,000 Globe At Home customers.
Furthermore, the communities provide real-time agent support from 8 AM to 6 PM. Outside these hours, customers may still report their concerns via an online form, and a Globe representative will get in touch with them. Globe now manages 32 communities with a total of about 18,000 members.
“It is important that we are where our customers are, and Viber is among these channels. By creating Viber Communities, we are able to focus on the needs of specific groups of customers and show our care in a personalized manner,” Globe’s Chief Customer Experience Officer, Beck Eclipse stated.
Globe is expected to roll out more Viber communities in the coming months and introduce new features to improve customers’ experience through the channel.
You may visit the official Globe website for more information.