Customer service of companies is usually handled by frontliners like store personnel and hotline agents. But mobile leader Smart Communications [of the Philippines] has added a versatile digital tool to help make life better for its subscribers.
Smart recently developed and deployed a mobile application called CARA that empowers its 7,000-strong workforce to deliver an awesome customer experience to current and potential subscribers, thereby embracing the digital Smart Life.
“When people find out that someone works for Smart, they often make service inquiries or ask for help, for example, in determining which postpaid plan to get. CARA will enable Smart employees – be they store frontliners, engineers, or marketing staff – to serve as ambassadors and provide efficient assistance for free,” said Smart Vice President for Customer Experience (CX) Management Eden Techico.
Through CARA, which was launched just last month, Smart employees can help friends and family determine the perfect plan for them by estimating their daily SMS, voice, and data usage. They can also submit a postpaid application through the app.
Moreover, CARA helps Smart employees endorse cases to the proper internal channels for speedy resolution. These include follow-ups of pending transactions and billing-related concerns.
Smart’s CX Management and People groups have been holding several activities to inform Smart employees on how to use the app. CARA can be downloaded only by Smart employees.
“We want all our people to be heroes for our customers, to look out for their welfare, and go the extra mile so that they get the best possible service. That’s why one of our key company values is ‘Be customer-inspired,’” said Smart executive vice president Ariel P. Fermin.
The CARA app is just one of Smart’s customer service initiatives. In 2015, Smart also launched the Smart Switch machine in several Smart Stores to enable subscribers to copy contacts from their old phone to their new phone quickly, conveniently, and free of charge.
The machine also allows subscribers who are changing their phones to copy their old photos, videos, text messages, and calendar entries. It works even if the old and new phones come from different manufacturers.
Also to be found in Smart Stores are Digital Profilers, touch-screens that enable visitors to discover the features of devices and plans. These help them choose their plan even before their number is called by store personnel.
Smart continues to have several self-care channels allowing customers to address their aftersales needs wherever they are and whenever they want. Among these is the free SagotAgad text inquiry service for queries on products and promos, and the customer service portal my.smart.com.ph where subscribers can enroll for electronic statements and inquire about services.
Smart has also made it easier for postpaid subscribers to pay their bills, through bank (BPI, Metrobank, RCBC, etc.) or non-bank (7-Eleven, Bayad Center, Smart Money, etc.) accredited payment channels.
“It is no small task to keep 70 million Smart, Sun, and TNT subscribers happy. But all the employees of Smart are working very hard to uphold our commitment to give our subscribers an awesome customer experience. We continue to enhance customer service across all touch points in line with our promise of enabling our subscribers to benefit from meaningful innovation, and to live the ‘Smart Life,’” said CX Strategy and Operations Advisor Andrew Chong.