Fiber internet service provider ramps up customer support amid pandemic

Converge ICT is hiring and training more call center agents as part of its concerted efforts to augment its support capabilities amid the pandemic. The fiber internet service provider is also tapping support from third-party providers for additional manpower for its call center operations.

The company has been experiencing a surge in applications and service inquiries in the past few months. This comes at a time when more essential transactions and activities go online due to the emerging new normal brought about by the Covid-19 health crisis.

“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 Converge ICT Founder and CEO Dennis Anthony Uy.


Surge in customer inquiries

The setbacks being experienced by Converge ICT is not unique to the company. Its rivals in the industry have also been experiencing an unprecedented increase in service inquiries, as more professionals work from home, students start online learning sessions, and most other customers tap online platforms not just for e-commerce but also for leisure and entertainment.

The industry has been limiting the workforce in its operations, aligned with the limitations brought about by the community quarantine measures, which began in March. The general result is a significant slowdown in service delivery of all companies providing internet service to Filipinos.

Thus, Converge ICT has recently launched its own self-help platform—the Converge Xperience app—that can be downloaded for free via the Apple App Store and Google Play Store. This app is an easy-to-use tool facilitating management of billing and payment transactions, obtaining solutions for basic concerns, managing accounts, updating contact information, upgrading plans, availing of add-on services, transferring of account locations, and adding of accounts.


Other helpful measures

The company has also launched its YouTube Channel so it can share tips for its customers to maximize their online experience. At the same time, the customer page on the Converge website now enables subscribers to generate a ticket for general inquiries or even technical concerns.

“This pandemic has truly tested everyone. By having more contactless channels, we are mindful of everyone’s safety while still taking care of our subscribers’ support needs. 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,” said Uy.

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