Globe informs service response slowdowns, encourages the use of digital channels

Due to the COVID surge in NCR

Globe Telecom (Globe) informs its customers to utilize its digital channels in transacting with them as the COVID-19 surges in the National Capital Region (NCR). The telco is also not spared from the challenges as many of its employees and vendor partners are either getting sick or have to go on leave to take care of sick loved ones.

“Even as we strive to maintain our service level standards,  the reality is that our employees and partners are also human beings.  They go through the same challenges as members of the community with rising infections. We sincerely ask for the understanding of our customers,” said Beck Eclipse, Globe Chief Customer Experience Officer. “We are encouraging our customers to utilize our digital channels in the safety of their homes. We continue to innovate on all our channels so we can serve them at this time when they need us most,” added Eclipse.

Part of this is Globe’s transition of its old GlobeOne app to the new one to improve their customers’ experience and be able to provide the support they need. However, on the old GlobeOne app, postpaid customers can still submit service requests like reconnection and change of plan. While Globe prepaid customers can buy load or promos, track data usage, and redeem Globe Rewards on the new GlobeOne app. Expect more transactions to be available in the new GlobeOne app in the coming months. This can be downloaded via the Apple App Store or Google Play Store.

On the other hand, Globe broadband customers may continue to use the Globe At Home app to book a technician visit, view and pay their bills, upgrade their plan, and buy volume boost. They can also check the Viber Communities where they can get tips, updates on offers, maintenance activities, and more about Globe At Home Broadband. Currently, there are eight viber communities catering to customers from Alabang villages, Ayala Westgrove, Cavite, Cebu, Naga, Legazpi, Davao, and Valenzuela.

Alternatively, customers may report their concerns through the Globe hotline at 211, by dialing (02)7-730-1000, or on Facebook Messenger. Globe assures its customers that technicians are ready to help and concerns raised through these channels will be attended to within 24-48 hours.

Meanwhile, select Globe Stores will be open to handle important transactions such as plan application, upgrade, renewal, and reactivation; device pick-up, change ownership, change SIM, device return and replacement, bills payments, GCash cash-ins, and prepaid products.

In addition, Globe EasyHub all-in-one digital kiosks are open to allow customers to shop, pay, explore, and even access information on how to request customer service support. The Globe EasyHub can be found in Ayala Malls Manila Bay, SM Manila, and Robinson’s Place Bacolod City.

Lastly, the Globe Online Shop is also available where customers can shop and pay using GCash. GCash can also be used to shop for essentials, pay utility bills, buy prepaid loads, and more.

Nathaniel is a part-time contributor and writes for WalasTech in his free time from work. He is a tech-savvy person, a morning radio program listener, a podcast host and producer, as well as a heavy social media user.