Globe taps Viber Communities to localize digital care

As Filipinos build more online communities, Globe Telecom has innovated localized Viber Communities to deliver a targeted and more focused servicing.

According to the latest data from Hootsuite and We Are Social, 80.7% of the Philippine population are on social media, with 65.4% using it to learn more about and communicate with brands. Viber is one of the instant messaging platforms popularly utilized by consumers.

Globe and Viber

Now, Globe has made itself more pervasive and present in Viber Communities to address the demand swell among its 78.2 million mobile subscribers and over 3.4 million broadband customers — for school, work and business, staying abreast of current events, and keeping connected with their loved ones.

This includes addressing queries, recommending self-service channels, and offering products that are relevant to the community.

“It is important that we are where our customers are, and Viber is among these channels. By creating Viber Communities, we are able to focus on the needs of specific groups of customers and show our care in a personalized manner,” said Globe Chief Customer Experience Officer Beck Eclipse in a press statement.

Globe and its customers can now reach out to each other instantly through these Viber Communities:

• Globe At Home Postpaid and Globe At Home Prepaid WiFi. These communities provide broadband customers with useful information such as troubleshooting guides, steps on how to update an account, and newest promos, among others. Both communities have already been verified by Viber and have a total of almost 8,000 members as of January 2020.
• Residential Communities. Globe has also partnered with residential groups in Metro Manila to address customers’ needs through two-way communications. One of these communities is the Valenzuela City group, which aims to support 16,000 Globe At Home customers in the city.

The communities provide real-time agent support from 8 AM to 6 PM daily. Outside these hours, customers may still report their concerns via an online form and a Globe representative will get in touch with them. Globe now manages 32 communities with a total of about 18,000 members.

Globe will roll out more Viber Communities in the coming months. It will also introduce new features that will enhance customer experience with the channel.