Philippines’ Globe Telecom Taps Lithium to Provide Game-changing Social Customer Experience Globe Telecom Delivers Country’s First Social Hub For Telecom by Combining On-Domain Customer Communities with Customer Engagement on Public Social Networks Business Wire SINGAPORE & EMERYVILLE, Calif. -- April 15, 2013 Lithium Technologies, the leader in Social Customer Experience, today announced Globe Telecom has launched the Philippines’ first comprehensive social hub in telecom, deploying two key pillars of the Lithium Social Customer Experience Platform™ -- Lithium Communities™ and Lithium Social Web™ -- to reduce customer service costs while increasing customer loyalty. The Globe Community is uniquely designed to encourage customers to share knowledge of Globe products and services any time day or night on Globe websites. Alongside this Lithium-powered community, Globe is harnessing the power of Lithium Social Web to quickly respond to enquiries and posts about Globe across social media channels such as Twitter, Facebook, forums and other online social networks. Capturing and storing trusted content generated through the community allows Globe to reduce calls to its contact center while enhancing service to its tens of millions of customers. 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 has a clear need for a social solution that is able to handle massive volumes given the company serves more than 33 million mobile subscribers, some 1.7 million broadband customers, and in excess of 700,000 landline subscribers. “At Globe, providing superior customer experience is at the core of everything we do," said Globe President and Chief Executive Officer Ernest Cu. "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.” 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." Globe joins a strong roster of Lithium clients in the APAC region including Indosat, Starhub, Commonwealth Bank of Australia, Telstra and Vodafone Australia, among others. Lithium has a proven track record across global industries, including serving four out of five of the world's largest telecommunications companies. Lithium Social Web is the industry's most comprehensive solution for social customer care. Designed from the ground up to meet the specialized needs of customer service teams, Lithium Social Web automatically identifies, categorizes and prioritizes social posts about customer care and routes them to the right set of resources to maximize agent efficiency. Lithium Communities allows brands to create vibrant and highly customized social experiences that blend seamlessly with the brand’s owned websites. 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. About Lithium Technologies Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create a brand nation that redefines the customer experience. For more information, visit http://www.lithium.com, or connect with us on Twitter, Facebook and our own brand nation – the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe, Asia and Australia. The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners. Contact: Globe Telecom, Inc. Ms. Yoly C. Crisanto, +63 (02) 730-2627 Head, Corporate Communications firstname.lastname@example.org or Lithium Technologies Michael Paige, +1 510-318-7014 Corporate Headquarters & Global email@example.com Prelini Chiechi, +44 (7826) 912788 UK & Northern Europe firstname.lastname@example.org Sandra Teuber, +41 (79) 2237356 Central & Southern Europe email@example.com Imogen Riley, +61 413 274 210 Asia-Pacific, Australia & New Zealand firstname.lastname@example.org
Philippines’ Globe Telecom Taps Lithium to Provide Game-changing Social Customer Experience
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