Converge ICT is augmenting its customer experience capabilities in response to the surge in applications and service inquiries, as more essential transactions and activities move online due to the COVID-19 pandemic.
Mr. Dennis Anthony Uy, Founder and CEO of Converge ICT noted that like all other businesses in the Philippines, Converge also had to significantly adjust its operations after the Enhanced Community Quarantine was implemented in March, limiting the company’s workforce and its access to resources and areas, which ultimately contributed to a slowdown in the service delivery of the company.
To help address these limitations, Converge ICT has augmented its support capabilities through the hiring and training of more call center agents, as well as engaging third-party providers for additional call center support. Converge is also increasing its total capacity for its hotline number to accommodate more subscriber inquiries.
Converge also recently introduced to the market a self-help platform innovation through its Converge Xperience app, which is available for download via the Apple App Store or Google Play Store. The Converge Xperience app, is an easy-to-use app with features that allow subscribers to manage all billing and payment needs, obtain solutions for basic concerns, manage their account, update contact information, upgrade their plain, avail of value-add services, transfer their account location, and add another account.
Converge also launched its YouTube Channel – Converge ICT Solutions Inc. – where customers can find helpful tips to maximize their internet experience. Another digital expansion is the improvement of the customer page in the Converge website which now allows customers to raise a ticket for general inquiries or technical concerns.
For more information, visit the Converge website at www.convergeict.com
