Converge ICT, the country’s premier pure end-to-end fiber internet service provider, is augmenting its customer experience capabilities in response to the surge in applications and service inquiries, as more essential transactions and activities move online due to the COVID-19 pandemic.
“We have continuously strived to be true to our commitment to enable Filipinos to experience better internet service; even now, despite the operational challenges that we are facing due to the pandemic,” said Dennis Anthony Uy, founder and CEO of Converge ICT.
Uy noted that like all other businesses in the Philippines, Converge also had to significantly adjust its operations after the Enhanced Community Quarantine(ECQ) was implemented in March, limiting the company’s workforce and its access to resources and areas, which ultimately contributed to a slowdown in their service delivery.
To help address these limitations, Converge ICT has augmented its support capabilities through the hiring and training of more call center agents, as well as engaging third-party providers for additional call center support. Converge is also increasing its total capacity for its hotline number to accommodate more subscriber inquiries.
Converge also recently introduced to the market a self-help platform innovation through its Converge Xperience app, which is available for download via the Apple App Store or Google Play Store. The Converge Xperience app is an easy-to-use app with features that allow subscribers to manage all billing and payment needs, obtain solutions for basic concerns, manage their account, update contact information, upgrade their plain, avail of value-add services, transfer their account location, and add another account.
Converge also launched its YouTube Channel – Converge ICT Solutions Inc. – where customers can find helpful tips to maximize their internet experience. Another digital expansion is the improvement of the customer page in the Converge website which now allows customers to raise a ticket for general inquiries or technical concerns.
“This pandemic has truly tested everyone. By having more contact-less channels, we are mindful of everyone’s safety while still taking care of our subscribers’ support needs” said Uy. “Despite the challenges, we will continue to move forward, serve to the best of our abilities, and work hard to be creative in taking care of our customers.”