Self-help made easier with Globe digital apps

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                                                                       Graphic from Globe Telecom

Globe makes it easier for its mobile and broadband customers to change or renew their plan, view and pay bills, request for reconnection, report an issue with an internet connection, and inquire about promos with the use of the GlobeOne and Globe At Home apps.

These apps were developed to help customers save time and effort by providing answers to their most frequently asked questions without the need to visit a Globe Store or call the hotline.  They are free to use and are designed to be accessible at any time, anywhere.

“We want to provide our customers with the convenience of being able to do self-service transactions through our improved mobile apps. We continue to innovate on the features of our apps so that our customers can do more and will find it easier to manage their accounts. With this, we hope to give our customers one less thing to worry about, especially during this time.” said Rebecca Eclipse, Globe Chief Customer Experience Officer.

GlobeOne is the digital companion of TM and all Globe postpaid, prepaid, and business customers whether mobile or broadband. From the dashboard, prepaid customers can immediately see their load balance and expiration date, loading history, and data and app data allowance, as well as buy load and subscribe to promos.  Postpaid customers, on the other hand, can view their current plan, billing and payment records, and remaining data allowance; settle their outstanding balance, adjust their spending limit, and subscribe to promos.

Since GCash is also available in  GlobeOne, customers can pay for their credit card, electricity,  water bills and even loans, accommodations, and airline tickets directly from the app.  Just like GCash, Globe Rewards ranging from digital vouchers, Globe promos, and shopping, dining, and travel items, can be viewed and redeemed via GlobeOne.

Activating roaming services whether still in the Philippines or already abroad can also be done through GlobeOne.  Roaming promos are available in the app and can be subscribed to easily.

The Globe At Home app, on the other hand, allows prepaid WiFi users to check prepaid balance, track data usage, top-up promo or Share-A-Promo to a Prepaid WiFi account. Postpaid customers may view and pay bills online, track data usage, upgrade plan, get more data via volume boost, access the troubleshooting guide, schedule a repair, request for reconnection, and request transfer of location.  The app also provides tips and reminders, and help videos.

Both apps have a feedback form where customers can email their questions or concerns which Globe customer service agents will answer within 24 hours.  Likewise,  GlobeOne has a link to Gie, Globe’s Facebook Messenger chatbot. Gie can help with account details and aftersales concerns.

Customers may download the apps via Play Store for Android and App Store for iOS and register using their email address or third-party credentials like Gmail, Facebook, and Yahoo! Mail. After they register, they can enroll their accounts using their mobile or broadband number, whichever is applicable.

By empowering customers to do more transactions on their own, Globe uses its live agents to take care of more complex concerns such as repairs and connectivity issues, service recovery efforts, and even proactive care.  Senior citizens will likewise be given preference when a live agent is required.

Existing Globe hotlines will remain open for self-service transactions that can be done through the Interactive Voice Response System (IVRS) but the option to speak with a live agent will be temporarily unavailable beginning September 3 for consumer service and September 15 for consumer sales.  Agent support, however, is still available through the Globe official Facebook Page, Facebook Messenger, and Twitter account. The *143# mobile phone service menu may also be used for balance inquiry, data usage checking, promo subscription, and other requests.

To learn more about Globe, visit https://www.globe.com.ph/

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