Philippines’ Globe Telecom Taps Lithium to Provide Game-changing Social
Globe Telecom Delivers Country’s First Social Hub For Telecom by Combining
On-Domain Customer Communities with Customer Engagement on Public Social
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
“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
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.
Globe Telecom, Inc.
Ms. Yoly C. Crisanto, +63 (02) 730-2627
Head, Corporate Communications
Michael Paige, +1 510-318-7014
Corporate Headquarters & Global
Prelini Chiechi, +44 (7826) 912788
UK & Northern Europe
Sandra Teuber, +41 (79) 2237356
Central & Southern Europe
Imogen Riley, +61 413 274 210
Asia-Pacific, Australia & New Zealand
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