Telecom Lead Asia: Globe Telecom has deployed the Lithium Social Customer Experience Platform to reduce customer service costs and increase customer loyalty.
After investing in the Philippines’ first comprehensive social hub in telecom – utilizing Lithium Communities and Lithium Social Web — Globe aims at responding to enquiries and posts about Globe across social media channels such as Twitter, Facebook and other online social networks.
This community-generated content also serves as a source of reliable answers for Globe’s service agents as they respond to large volumes of customer conversations on public social networks. Globe serves 33 million mobile subscribers, 1.7 million broadband customers and 700,000 landline subscribers.
Globe President and Chief Executive Officer Ernest Cu said: “Our deal 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.”
Lithium clients in the APAC region include Indosat, Starhub, Commonwealth Bank of Australia, Telstra and Vodafone Australia, among others.
Lithium President and Chief Executive Officer Rob Tarkoff said: “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.”
Along with reducing customer service costs, Lithium’s solutions allow brands to increase conversion rates by up to 25 percent, drive sales up to 2.5 times above normal spend, and accelerate innovation by crowd-sourcing ideas that bring better products to market faster.
