LEADING telecommunications company Globe Telecom has won Gold and Bronze Stevie Awards for the best use of technology and innovation in customer service, respectively, thereby putting it at par with top companies for customer service globally.
The 8th Stevie Awards for Sales & Customer Service, one of the most coveted international business awards, gives recognition to the achievements of sales, business developments, customer service, and call/contact center professionals worldwide.
“We are proud to receive these awards, which serve as a testament to Globe Telecom’s commitment to maximize the technology at hand to give subscribers a better customer service experience. Our support channel on Twitter, @talk2GLOBE, has been active since 2009, while Globe Community was launched last year. Both are part of the company’s strategic and innovative customer service endeavor,” said Chris Lipman, Head of Globe Customer Experience Management.
Globe took home the Gold Award for Best Use of Technology in Customer Service – Telecommunications after having successfully utilized various tools that worked together seamlessly to directly improve customer service delivery on Twitter and provide real business benefits.
With tech-savvy customers going to Twitter for information on products and services or to express service experiences, Globe saw an opportunity to use the social networking service to provide end-to-end support for subscriber concerns. Latest statistics show that the Philippines has about 9.5 million Twitter users.
To make the highly popular social networking site more effective, Globe adopted a “social ecosystem” across its entire customer service infrastructure to cut down response time to tweeted queries and to produce more opportunities for honest and meaningful conversations.
Within six months of implementation, Twitter was able to capture more than 135,000 tweets, 298% higher than before.
Globe also won the Bronze Award for Innovation in Customer Service – Telecommunications for new ideas and developments that enabled Globe to meet the needs of its customers more effectively, leading to increased satisfaction and loyalty. One such idea was Globe Community, the first comprehensive online telco community in the Philippines that enables both Globe and non-Globe users to explore, answer and learn about the company’s products and services.
In 2013, Globe was hailed Best in Customer Experience by the World Communication Awards and won the Customer Service Initiative Award at the Asia Communication Awards. It also received an Award of Excellence for Best in Customer Service from the Philippine Quill.
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