MANILA, Philippines - In light of reports about mobile phone users incurring unexpected data charges, Smart Communications Inc. is reminding its subscribers to take precautionary steps to avoid the “bill shock” phenomenon.
Smart, through its Customer Care Department, is taking steps to equip both postpaid and prepaid subscribers with knowledge on their mobile phone’s data connectivity settings in order “to make the best use of their mobile Internet connection and manage connection costs.”
“As early as August last year, we have been actively implementing an information campaign to educate our subscribers about mobile Internet usage and charging,” said Joy Sanchez, Smart’s Customer Care Department head.
“We utilized several channels to communicate to as many subscribers as possible, and right now, we are taking advantage of the reach of digital and social media to get our message across,” Sanchez said.
Based on Smart customer care records, the number of bill shock-related customer inquiries remains manageable despite the rapidly growing number of smartphone users.
Helping subscribers understand the mobile Internet function of their phones is one of the ways Smart handles complaints about data charges.
Aside from posting guides and reminders on its official website (www.smart.com.ph) and assisting through its official Facebook (SmartCommunications) and Twitter (@smartcares) accounts, Smart is also calling new subscribers to orient them about their smartphone’s Internet capabilities, connectivity tariffs and rules.
Mobile Internet education programs are also now included in Smart Customer Care’s Community Care program, an initiative where Smart partners with local communities to provide service, assistance and education.
Smart also initiated Data Credit Limit Alerts where postpaid subscribers receive text notifications if their data usage has reached a certain percentage of their credit limit.
Sanchez said all these efforts are being done to help subscribers manage their costs and to better appreciate and take full advantage of the mobile Internet service.
“We are not doing this to discourage subscribers to use mobile Internet. In fact, we are quite saying the opposite. We encourage them to learn the ins and outs of their smartphones because that’s the only way they can take control over their usage and get the most out of their Internet service subscription,” Sanchez said.
With more and more people using sophisticated smartphones, most of them with applications that are best used with Internet connection, Smart believes that it’s time to even intensify its campaign to educate its mobile users.
And with the introduction of more affordable, Internet-capable phones in the market, Smart is anticipating more smartphone adopters and therefore the need for further information dissemination.
“We have a video that we think can be useful to all mobile phone users, Smart subscriber or not,” Sanchez said. “Anyone can view it by visiting www.smart.com.ph/corporate/support/mobiledata.”
This video, along with Smart’s other campaign materials, informs subscribers about basic yet important information like the difference in Wi-Fi and cellular data connections, how to figure if your phone is already using a charged connection, and how to alter your phone settings to make it connect to the Internet only when you need it to.
It also informs users of certain features of smartphones like widgets and apps that automatically connect to the Internet upon activation, and hotkeys that automatically open and connect the mobile Web browser.
Smart also advises users to take advantage of certain data offers like unlimited data packages and unlimited data roaming to fully enjoy their phone’s Internet capabilities without the worries.
For more information about these packages, visit www. smart.com.ph.