Monday, June 3, 2013

Globe Community takes on the power of digital media for customer service

Posted By: Sarah Jean - 2:21 AM

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Over 3,000 members interact, share ideas, and offer solutions

Globe and Lithium officials led by Globe President Ernest Cu (4th from left) and Lithium Senior Vice President APAC Charles Hough (far left) celebrate the milestones of Globe Community. With them are, from left, Lithium Director of Marketing APAC Imogen Riley, Globe Customer Experience Management Chris Lipman, and Customer Communication Head Miggy dela Cruz.

Globe Community, the pioneering online community of Globe Telecom reaches several milestones three months after its initial debut in cyberspace.

A first in the Philippines, Globe Community (community.globe.com.ph) allows Globe subscribers or potential customers interact, discuss, and resolve Globe-related concerns and topics on the digital space. Globe Community has over 3,000 members after barely three months of opening to the public. 

The site enables customers to help other customers with knowledge and insights on everything Globe. It attracts an average of over 860 unique visitors and over 3,300 page views per day or over 25,000 unique visitors and over 99,000 page views per month. It has close to 4,000 responses from more than 642 different topics with over 1,400 ‘thumbs up’ given to different users with helpful answers.

According to Globe Customer Experience Head Chris Lipman, the community portal has been making an impact with customers as more and more are turning to Globe Community for answers to product, promo, or customer service questions. “Considering these are customers helping other customers, the fastest time a concern has been answered is under two hours. We already have  accepted solutions to queries posted in the Community. With this, customers no longer have to go to a Globe Store or call the hotline to have their concerns answered. Globe Community is accessible via internet anywhere   anytime of the day.”

“With more people turning to online channels and social media to get feedback on Globe-related issues, we put up the Globe Community to find solutions and answers to commonly-asked questions quicker and easier, as well as to forge interaction among Globe and non-Globe subscribers for knowledge-sharing and community-building purposes. Globe Community is now starting to offer Globe Community exclusives, or special deals offered to Community members only. We are also launching Interest Groups where members can talk about their hobbies like travel, food, photography, etc.,” Lipman added.

Posts in the Globe Community are user-generated content such as tips and tricks, concerns that other customers can help resolve, tutorials, step-by-step guides, infographics, videos, as well as new ideas to better use Globe services and promos.  To maintain a healthy discussion of topics, all comments submitted via the Globe Community website are reviewed by a moderator.

To register to Globe Community, 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 login.

Globe Community is powered by Lithium Technologies Inc., the world’s leader in Social Customer Experience.

About Sarah Jean

Techism is an online Publication that complies Bizarre, Odd, Strange, Out of box facts about the stuff going around in the world which you may find hard to believe and understand. The Main Purpose of this site is to bring reality with a taste of entertainment

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