National telecommunications company, Globacom, has added e-marketing team to its customer care services, to manage customers’ interactions on new products and services.
Explaining the rationale behind the introduction of the eMarketing team, Globacom in a press statement in Lagos said, “We have introduced eMarketing team to enhance customer engagement on new products and services. For the online dealers and business associates, a dedicated customer care support desk to manage and handle walk-in customers has been established and the desk manages dealers and associates on a day to day basis pan Nigeria.”
The company has also increased the capacity of its social media help desk. The newly- added desk would manage online sites including Facebook, Twitter, Instagram, Google+, YouTube, Online Web Chat and others, thus increasing the turnaround time on social media customers’ interactions.
In addition Globacom has also increased its call centre executives nationwide. This is expected aid faster connectivity leading to increased customer satisfaction.
“In conformity with global best practices in customer care, Globacom has reassured its teeming customers of improved access to all its call centres across Nigeria with increased manpower in order to enhance and sustain faster connectivity to all our help lines and therefore ensure quick resolutions of queries, requests and complaints raised by our customers.
“These steps would add value to the experience of our esteemed customers on the network as they will spend less time on the Interactive Voice Response (IVR) before a human customer care representative picks the call and resolves the issues being raised by the customer,” the company added.
Globacom reaffirmed its commitment to providing modern facilities that “will ultimately make telephony seamless and fun for all and we therefore urge our customers to keep faith with the network for improved and quality customer care services.”
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