COMMUNITY | PLDT ramps up customer service with digital solutions

PLDT has added an SMS channel and a digital assistant on PLDT Home Facebook Messenger to strengthen its channels.

The country’s largest integrated telco PLDT is continuing to ramp up its customer support services with digital solutions to enable its home/residential customers to conduct more transactions online so they can stay safe in their homes amid the current COVID-19 pandemic.

PLDT has added an SMS channel and a digital assistant on PLDT Home Facebook Messenger to strengthen its channels as it efficiently handles the increasing online engagement and volume of calls being received daily due to the new work-from-home and study-from-home arrangements in offices and schools. The interactions range from plan upgrades to repair and billing concerns.

“We have set our eyes north in 2020 and kept a steady gaze on customer-centricity as the only way to win,” said Alfredo S. Panlilio, PLDT chief revenue officer and Smart president and chief. “Having the customer at the center of our decisions and actions helps us zero in on key priorities: invest in the best network build and quality, deliver the most relevant content and develop the most advanced technology that provides the simplest solutions and platforms to our customers.”

PLDTHOMEBILL SMS

The most recent customer support channel is the PLDTHOMEBILL SMS, a user-friendly short messaging or text service that enables customers to transact with PLDT by simply sending PLDTHOMEBILL to 0970-0000-171 and they can obtain the following information: their outstanding balance; request a copy of their bill which will be sent via email; and where to pay their bill.

This service is available to PLDT, Smart & TNT (on-net) customers for free.

PLDT Digital Assistant

The PLDT Digital Assistant on Facebook Messenger is an alternative digital channel for inquiries on products and services, among others.

The PLDT Home Digital Assistant provides both existing and new customers with options for various repair, billing and accounts self-service transactions. Customers turn to the digital assistant for general inquiries; follow-ups on new application, upgrade/downgrade of plans, relocation, repair, bill adjustment, and disconnection; billing services; account services; and reporting of a problem on landline or internet connection. Meanwhile, non-PLDT customers ask the digital assistant for help in applying for a PLDT Fibr Plan, checking on application status, and other general inquiries.

“PLDT continues to improve on its digital platforms to enable it to serve online customers better,” said Marco Borlongan, PLDT-Smart first vice president and Commercial Operations head.

Encouraging customers to go online for bills payment, repair requests and other transactions to keep them safe at home, Borlongan related that “We have had a number of communication efforts promoting digital adoption among our customers. Since the introduction of the PLDT Digital Assistant on FB Messenger, we have seen an increase in its use for plan upgrades and repair requests.”

Customers have been responding positively to PLDT’s calls to go online. “More than 50% of our customer base are now enrolled in our Go Green Program where they opt to receive a copy of their bill via email instead of a physical paper bill,” said Chiqui Abad PLDT-Smart vice president for Consumer Care. “Our PLDT Home Digital Assistant serves about 250,000 customers per month across a variety of transactions – from product inquiries to requests for upgrades to repair requests. It is starting to become a preferred channel for some customers who opt to transact with us online instead of over the phone or at the store.”

On November 16, 2020, PLDT and Smart launched their virtual meeting service where PLDT Home customers may schedule an appointment online by visiting the website at bit.ly/pldtstores, and smrt.ph/bookanappnow for Smart customers.

PLDT and Smart have passed 8.3 million homes and intend to deliver more improved services, and ensure a future-proof, reliable, and resilient network by focusing on expanding and upgrading their entire network ecosystem. PLDT’s capex is expected to reach at least P70 billion in 2020. Its network spending will remain sizable next year as it further expands the most extensive and advanced digital transport network in the country at 395,000 kilometers as of end-September 2020.

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