GLOBE Community, the first and only online telecom community in the country, was hailed the Best Customer Service Initiative by the Asia Communications Awards (ACA) for the second consecutive year. It was the 7th recognition received by Globe Telecom Customer Experience Management Division for the first half of the year.
Launched in 2011 by Total Telecom, ACA recognizes the companies and individuals driving the success of the Asian based telecom industry to a global audience. Since its conception, ACA has gathered an impressive following, a respected mark of achievement in the industry.
ACA chose Globe Community for its “well-designed and successfully implemented customer care strategy that has produced tangible and quantifiable results measured in terms of financial results or quantifiable improvements in customer experience.”
Globe bested ROSE of PT Telkom (Indonesia), Project Embassy of Smart Communications (Philippines), and My StarHub and StarHub Community of StarHub (Singapore).
“This recognition is proof that Globe is doing the right thing in reaching out to its customers. Globe not only wants to be where the customers are but also wants to involve them in every facet of the business. Globe Community contributes to the company’s continuous process of improvement, inspires innovation in various ways and creates a better service experience,” said Chris Lipman, Senior Advisor, Globe Customer Experience Management.
Globe Telecom opened the Globe Community last year with the vision of empowering subscribers to help other subscribers, and for them to form genuine relationships with Globe employees. Within six months after the launch, Globe Community already had 10,000 members, with the number doubling to 20,000 a month before its one year anniversary.
“The channel helped break traditional communication barriers. Because Globe Community has many Globe employees as members, customers are able to direct their concerns straight to those who understand the offers very well. Globe is also able to gauge customers’ sentiment and gain important feedback from people who actually use and experience its products and services. There are also new solutions posted regularly, creating an online knowledge database,” said Glenn Richmond Ong, Globe Community Manager and Head of Digital Communications and Self-Service.
As a result, about 60% of Globe Community members and visitors said in surveys that their visit to the forum enabled them to get answers about their concerns even without having to call the customer service hotline or visiting a Globe Store for support.
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