Globe launches first online telco community in Phl

MANILA, Philippines - Globe Telecom recently launched the first comprehensive online telco community in the Philippines that will enable both Globe and non-Globe users to explore and learn about its products and services.

Powered by Lithium Technologies, a world leader in social customer experience, the Globe Community (community.globe.com.ph) is a social portal uniquely designed to encourage knowledge-sharing of Globe products and services with other users on various topics like account-related concerns, service-usage tips, and other topics about its products and services.

“At Globe, providing superior customer experience is at the core of everything we do. Nowadays people turn to online channels to search for help on problems and concerns any time of the day or night. That is why we have come up with a dedicated forum that will be an avenue for Globe customers or potential customers to interact, discuss and resolve Globe-related concerns and topics,” said Globe president and chief executive officer Ernest Cu.

To register, a user can go to community.globe.com.ph, click on either the “Register” or “Connect to Facebook” from the top-right section of the website. Once registered simply click on “Join the Conversation” to log in.

Globe has also tapped the services of Lithium Social Web in order to quickly respond to various inquiries and posts regarding Globe on various social media channels like Twitter, Facebook, forums, and other online social sites.

Lithium Social Web is the industry’s most comprehensive solution for social customer care. Designed from the ground up to meet the specialized needs of customer service teams, Lithium Social Web automatically identifies, categorizes and prioritizes social posts on customer care and routes them to the right set of resources, maximizing agent efficiency. 

“Because of the power of social media, consumers are more empowered than ever before — using social media to convey their comments and inquiries with unprecedented reach and speed. It’s critical we provide support through any channel our customers wish to engage, that is why we have the services of Lithium Social Web. Lithium’s platform streamlines the workflow from the social Web, allowing our online specialists to quickly and efficiently handle our customers various concerns,” Cu said.

“Our partnership with Lithium, a trusted partner of some of the world’s most iconic brands, is a bold statement of our commitment to innovation in providing the highest quality support and service experience for our customers. What Globe has launched is a pioneer game-changing social customer response in the Philippines and Asia-Pacific,” Cu added.

“To succeed in today’s social reality, organizations must meet their customers wherever and however they choose to engage with the brand.  Globe is an innovation leader and this is a game changer in how they are able to take customer response to a new level,” said Lithium president and chief executive officer Rob Tarkoff.  “I am incredibly proud that Globe has chosen Lithium as its social business partner.”

Lithium senior vice president for Asia-Pacific Charles Hough said, “Globe is a pioneer in the Philippines and the broader Asia-Pacific region in the evolution of the social customer experience. We are honored to partner with Globe and thrilled to have delivered the first major milestone in this social transformation initiative.”

Globe joins a strong roster of Lithium clients in the Asia-Pacific region, including Indosat, Starhub, Commonwealth Bank of Australia, Telstra, and Vodafone Australia. Lithium has proven track record across global industries, including serving four out of five of the world’s largest telecommunications companies.