Les Insolites | Globe extends personalized service to more broadband customers through Viber communities | Through challenging times, Filipinos have always found solace and support in being part of communities. That sense of belonging in a space with people we share something with has become a lifeline, especially as we continue to battle through the pandemic.
To extend Globe’s unique brand of care, the leading digital solutions platform is reaching out to more broadband customers by setting up new Viber communities.
Globe At Home has set up three more Viber communities this year to serve residents of Bonifacio Global City and McKinley, Acacia Estates, and select villages in Quezon City.
To date, Globe has 14 Viber communities catering to more than 7,000 members from Valenzuela, Cavite, Naga and Camarines Sur, Legazpi and Albay, Cebu, Davao, and other partner villages.
“These communities are our way of bringing care closer to home, assuring our customers that help is only a message away when they need it. Concurrently, our hotline remains open for customers who need utmost care such as our senior citizens and those affected by calamities,” said Beck Eclipse, Globe’s Chief Customer Experience Officer.
Broken down, Globe owns and manages 11 Viber groups with a total of 5,406 members, and joined 3 groups established by partners to serve 1,986 members.
Since the launch of its first Viber community in 2020, Globe At Home has continued to make strides in expanding to other communities around the country.
This brand of #AlagangGlobe is part of the company’s commitment to the United Nations Sustainable Development Goals, particularly UN SDG No. 9 which highlights the roles of infrastructure and innovation as crucial drivers of economic growth and development.
These localized groups deliver targeted and more focused servicing such as addressing community-specific queries and concerns like fiber availability in the area and local service disruptions, recommending the best customer channel for a specific concern, and offering products that are relevant to the community. Members also get immediate assistance from live Globe Care Specialists and same-day repair visits depending on the time the concern was raised.
Likewise, the communities provide updates on the latest plans and relevant offers in their areas, as well as restoration efforts in case of outages.
More and more customers use these Viber communities to get the support they need and are sharing their positive experience.
“Thank you for your call and for speedily resolving the issues I brought up on this platform.”
– Quezon City Community Member
“Just sharing feedback regarding this community chat. I joined and messaged them yesterday because I was having connectivity issues. They called me immediately and sent a technician this morning to check on my modem and mesh. It was fixed within an hour. So happy!”
– Acacia Estates Community Member
“Hello! Just wanted to extend my thanks for resolving my speed issue yesterday. All is well now. Thank you!”
– Ayala Westgrove Community Member
“Thank you so much Alagang Globe – Naga and CamSur for the prompt action on my concerns. God bless!”
– Naga and CamSur Community Member
“An actual person will reply and eventually contact you as needed. Worked for me and the response was great!”
– Acacia Estates Community Member
“Thank you for being so prompt and attentive.”
– Alabang South Community Member
Interested Globe At Home postpaid and prepaid customers can check if there is a Viber community in their area by accessing the link or QR code at https://glbe.co/viber-help. Customers living in villages with existing Viber communities may also check with their respective homeowners associations on how to join.
“We believe that having an active presence in Viber communities enriches the service experience of our customers. This digital channel allows us to reach out directly to more customers than ever before,” said Eclipse.
Globe will continue to roll out more Viber communities in the coming months and introduce new features to further enhance customer experience.
To learn more about Globe, visit www.globe.com.ph.