Globe Telecom launched two Lithium social customer experience platforms in the Philippines, Lithium Communities and Lithium Social Web, in order to enhance social customer experience.
Globe president and chief executive officer Ernest Cu said, “At Globe, providing superior customer experience is at the core of everything we do. 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.”
The Globe Community will allow customers to share their experiences about Globe products and services on Globe websites at any time. Globe will also leverage the Lithium Social Web to respond to enquiries and posts regarding Globe across Twitter, Facebook, forums and other social media channels.
These capabilities are expected to help Globe capture and store trusted content that is generated via the community. This in turn reduces calls to contact centers and helps in resolving issues for numerous customers easily at same time. Since the queries are community-generated, Globe’s service agents can easily respond to large volumes of customer conversations on public social networks. Globe needs such a service, as it handles over 33 million mobile subscribers, about 1.7 million broadband customers, and more than 700,000 landline subscribers.
Rob Tarkoff, president and chief executive officer at Lithium, remarked, “Globe is an innovation leader and this is a game changer in enabling the company to take customer response to a new level. I am incredibly proud that Globe has chosen Lithium as its social business partner.”
Lithium Social Web enhances social customer care and serves the needs of customer service teams. It automatically identifies, categorizes and prioritizes social posts about customer care by routing queries to the right channel to maximize agent efficiency. Lithium Communities help brands benefit from vibrant and highly customized social experiences. Aside from Globe, Lithium offers its services to Indosat, Starhub, Commonwealth Bank of Australia, Telstra Australia, Vodafone Australia and others major telecommunications companies in the APAC region.
Recently Lithium Technologies published the results of its global study on social maturity in customer experience and social technologies, revealing interesting data on confidence in customer service. Lithium’s results show that about two-thirds of communications service providers in the world are using social media to drive business impact. In addition to this number, approximately 27 percent of providers are planning on implementing social media in their future business plans.