Another first from Globe: Visayan customer service

MANILA, Philippines - Globe Telecom marks another milestone in the Philippine telecommunication industry by offering the first trilingual customer service to provide the Visayan language option to its subscribers.

The launch of the new customer service with a Cebu-based contact center dedicated to Visayan-speaking customers, allows subscribers to converse with Globe easily in their vernacular of choice.

This is aligned with the company’s thrust of constantly innovating customer experience by giving its subscribers choices to make their Globe experience more personal.

The Visayan language is the second most-widely spoken language in the country, with over 20 million Filipinos speaking the language in various provinces and cities in the Visayas and Mindanao.

“Once again, we are raising the bar of customer experience. By having a Cebu-based contact center, we are able to break the language barrier experienced by a number of our Visayan subscribers today,” said Joe Caliro, head of customer experience.

“Customers will now be delighted to find that our dedicated agents who are based in Cebu truly understand our customers in their language and can converse with them fluently to provide solutions to their needs,” Caliro added.

With the launch of this language option, Visayan-speaking customers now have access to Globe/TM sales and after-sales services through a dedicated Visayan Interactive Voice Response System (IVRS).

To access the new language option, just dial 730-1000 (landline) or 211 (mobile). By following the self-service IVRS voice prompts (in Visayan), callers are directed to a Visayan-speaking customer service representative based in Cebu. Visayan-speaking customers can inquire about any Globe mobile, landline or broadband services for sales, care or tech concerns.

In addition to the existing Talk2Globe hotline, customers can also conveniently learn and avail themselves of the latest offers by calling the dedicated sales hotline at (02) 730-1010 toll-free from any Globe mobile or landline nationwide.

This hotline service is done in partnership with Aegis People Support, Tech Mahindra and Stream Global, three of the best-in-class contact center firms in the global business process outsourcing industry.

Aside from this hotline service, Globe has set up additional self-service channels to allow its customers to transact with Globe anytime of the day.

These new Talk2Globe channels include a chat service available on the Globe website or via Yahoo! Messenger by adding “Talk2GLOBECHAT” as your YM buddy. This free service provides real-time feedback from live customer service representatives who are on duty 24/7.

Globe subscribers anywhere in the Philippines can also chat with agents through SMS by simply texting HELP to 1234 for free.

Last Feb. 14, Globe also launched *143#, an easy-to-use quick-service menu that allow subscribers to access the latest information on Globe promos. Customers can now inquire and subscribe to call, text and browsing services at the touch of a button without having to memorize registration codes and access numbers.

This free service also features quick access to G-Cash transactions, downloads, information services, and Share-A-Load. The menu can be accessed through any phone by simply dialing *143#.