Samsung Philippines is recognized among the Best in Customer Service in the Philippines for 2023

Recognizing its commitment to provide next-level care for its customers, Samsung Philippines was recently lauded in the Philippines Best in Customer Service 2023 Survey of the Philippine Daily Inquirer.

Created in cooperation with Statista, the world’s leading data and business intelligence portal, the rankings were identified from the results of an independent survey of more than 11,000 customers in the Philippines who have either made purchases, used services, or gathered information about products or services in the past three years. 

The survey was conducted on retailers and service providers from 64 categories, covering a broad- spectrum of customer experiences in traditional retail, online and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover or market share. 

The final assessment and rankings were based on the Likelihood of Recommendation (50% of the final score) and three evaluation criteria (also 50% of the final score): Accessibility, which measures the availability of customer service in a shop or on a helpline; Professional competence, which measures the quality of information received and whether questions were answered correctly and in sufficient detail and Quality of communication, which measures whether the contact (via e-mail, telephone or face to face) was friendly and polite.

Great customer service more important than low prices for Filipino consumers

Qualtrics announces top consumer experience trends in 2024

As AI becomes a bigger part of daily life, consumers place a premium on human connection; quality beats price; companies need to find new ways to listen to customers.

When it comes to parting with their hard-earned cash, most consumers in the Philippines say excellent customer service is more important than price, according to new research released by Qualtrics.

Globe uses global best practice for customer service

“Hi, I’d like to check my data usage.”

“As of December 11, 2020, you have 9.2 GB left out of your 10.0 GB data allowance. Your data allowance will refresh on December 31. Is there anything else I can help you with?”    

Most of the time, customer support inquiries are directed to live agents.  Today,  chatbots are reshaping the way companies interact with their customers especially under the new normal.

A chatbot is a software application that allows human-like online conversations using messaging platforms such as Facebook Messenger. It is programmed with the necessary information that allows the bot to respond to customer inquiries or suggest the next best course of action. It enables customers to get the help they need through  channels that customers are familiar with.

Bots can easily work together with live agents to support customers. Instead of agents answering all inquiries, which may take time, bots can respond to simple, commonly-asked questions. They can also hand off customers to live agents for multiple transactions that may be too complex for a bot to handle.