Case Study: Globe Telecom achieves higher customer satisfaction and 3.5X productivity with Facebook Messenger

Building customer relationships with Messenger

Globe Telecom, a major telecom company in the Philippines, wanted a more fun, personalized, and efficient way to communicate with its 62 million customers without compromising service quality. Using Facebook Messenger and Servicefriend’s hybrid bot technology, Globe aimed to reduce pressure on its call center while improving customer relationships and support.

Facebook helped Globe implement a Messenger-based hybrid bot called Gie, designed to handle natural conversations and route complex issues to human agents when needed. The solution delivered a 22% higher customer satisfaction rate than call center interactions, a 3.5X increase in employee productivity, a 50% reduction in hotline calls, and a 10% reduction in total call center costs within 12 months.

Globe Telecom

Ernest Cu

Chief Executive Officer