Globe Telecom

Success Story

Building customer relationships with Messenger

By using a hybrid bot for Messenger from Servicefriend to provide meaningful and efficient customer service, the telecom company successfully increased employee productivity by 3.5X and reduced calls to its hotline by 50%.
  • 22% higher customer satisfaction rate than call centre
  • 3.5X increase in employee productivity
  • 50% reduction in calls to the hotline for customers interacting with Gie

Their Story

Leaders in mobile

A telecom giant in the Philippines, the texting capital of the world, Globe connects with its more than 62 million customers by putting them first and including them as part of an ongoing, caring conversation, rather than treating them as another contact in the database.

Their Goal

Efficient communication

Globe was looking for a way to communicate with its large customer base in a more fun, personalised and efficient way without sacrificing its highly-regarded customer service standards.
Putting customers first has always been our primary value. With Messenger, we can reach out to our customers at the heart of their digital lifestyle, rising above the noise and providing relevant, valuable service. Messenger, integrated with Servicefriend’s hybrid bot technology, has helped us deliver wonderful customer experiences, more so than our other customer channels.
Ernest Cu, Chief Executive Officer, Globe Telecom

Their Solution

Friendly automation

As one of the biggest telcos in the Philippines, Globe handles a large volume of queries from its customers every day. The company needed a solution that would take pressure off its busy call centre, but still deliver personalised service that met customers’ needs quickly and easily.
Globe turned to Messenger to help it build more personal, long-lasting relationships with customers on a platform they already knew and could access anytime.
Collaborating with customer service hybrid bot provider Servicefriend in a design partnership, Globe created a hybrid bot experience called Gie and connected it to Messenger. Using Servicefriend’s augmented artificial intelligence (AI) for the telco industry, Gie could have real and natural conversations with customers, making them feel they were getting personalised support.
Globe crafted Gie to be a digitally-savvy, millennial Filipina, making the bot incredibly relatable to many types of customers, while smart enough to know when to hand high priority queries to a customer service representative when further personalisation was needed. This hybrid bot experience reduced the company’s total call centre costs by 10% within 12 months.

Products used

Their Success

Messaging at scale

Messenger and Gie were the perfect customer service team, achieving results that surpassed expectations. Some of these include:
  • 22% higher customer satisfaction rate than call centre
  • 3.5X increase in employee productivity
  • 50% reduction in calls to the hotline
The combination of Messenger, Servicefriend’s artificial intelligence and our Hybrid Bot Experience Surface for seamless bot-human-bot experience created an excellent opportunity for the digital transformation of customer care. Globe implemented our solutions in just 3 months to achieve significant productivity gains and a vastly improved customer experience.
Shahar Ben-Ami, CEO, Servicefriend