Converge has announced that it will be augmenting its customer service capabilities in order to more efficiently serve its customers. This is amidst a time where Internet connectivity has become even more important due to the ongoing COVID-19 pandemic.
Like other businesses in the Philippines, Converge ICT was forced to adjust its operations while in quarantine. This limited the company’s workforce and its access to resources and areas, which led to a slowdown in service delivery.
To augment its current position in terms of customer support capabilities, they will now be hiring and training more call center agents. They will also be hiring third-party providers for additional call center support. An increase in total capacity for its hotline numbers will be implemented to accommodate more subscriber inquiries.
Recently, Converge has introduced their own self-help platform, the Converge Xperience app. Available via the App Store or Play Store, subscribers can now manage billing and payment needs, solutions for basic concerns, and manage your account. You can even upgrade your plan, avail of additional services, transfer account location, and add another account all within the app.
In addition to their own management app, Converge has launched its own YouTube channel for tips to maximize your Internet experience. Their website will also enable subscribers 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 Dennis Anthony Uy, Founder and CEO of Converge ICT. “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,” he added.