Innovative Multi-Channel Ticketing System Brings Distinction to Leading Telecommunications Provider’s Online Customer Support Operations



The growing popularity of social media and the increasing ease of access to the Internet in the Philippines prompted a leading telecommunications company to invest in provisions for online customer support. The client wanted to provide their subscribers with means to interact with them quickly through various online touch points and with very quick response times. In 2010, Pilipinas Teleserv stepped in with tailor made cutting-edge systems and services, enabling the client to provide their subscribers innovative online customer support.

The Challenge

The client began their online customer support operations by setting up an email address that customers could use to contact them. The operation was managed manually, with a dedicated employee combing through the emails, forwarding concerns individually to involved departments, and typing up responses one by one. With the number of interactions increasing, the process became more and more difficult to manage. The client needed a partner that would be able to provide both systems and services to keep up with the demands of their subscribers.

The Solution

In 2010, the client began outsourcing their email support operations to Pilipinas Teleserv. More than just staffing skilled customer service representatives to process emails, Pilipinas Teleserv also provided the client with MAESTRO, a multi-channel ticketing system that systematized the receiving, replying, monitoring, and logging of all of the client’s non-voice customer interactions. Impressed with the powerful system, the client eventually extended the project to cover all non-voice customer interactions, including Web-based Chat and Social Media Support.

MAESTRO has optimized the client’s online customer support operations:

  • Every interaction — whether it comes in through email, web-based chat, or social media — is recorded, ensuring that no opportunity to interact with a consumer is ever missed and that each interaction is accounted for
  • MAESTRO’s seamless interface has emancipated operations from a reliance on mail clients and social media websites, enabling multiple agents to process interactions from multiple sources and yet still appear as a cohesive entity
  • MAESTRO’s canned responses and ability to automatically assign leads has increased agent productivity, allowing for a multitude of replies to be made at very quick turnaround times

The Teleserv Way

Pilipinas Teleserv has serviced the client on four major channels — email, Facebook, Twitter, and web-based chat. From 2010 until 2011, Pilipinas Teleserv managed the client’s email and social media channels, processing an average of 30,000 transactions monthly. From 2011 until present, Pilipinas Teleserv has been managing the client’s web-based chat support for the prepaid segment.

Pilipinas Teleserv has empowered the client to offer their customers consistently fast and reliable online customer support. The leading telecom has become known throughout the industry for their innovative online customer support operations, and has been recognized for their excellent customer service. This has helped the client secure their position as a regional industry leader, encouraging subscriber retention and brand growth.