Smart boosts customer experience with app

Staff writer
B/OSS Asia

Smart Communications, based in the Philippines, has developed and deployed a mobile application called CARA that empowers its 7,000-strong workforce to help make life better for its subscribers. 

“When people find out that someone works for Smart, they often make service inquiries or ask for help, for example, in determining which postpaid plan to get,” said Smart VP for customer experience (CX) management Eden Techico. 

“CARA will enable Smart employees – be they store frontliners, engineers, or marketing staff – to serve as ambassadors and provide efficient assistance for free,” said Techico.

Through CARA, Smart employees can help customers determine the perfect plan for them by estimating their daily SMS, voice, and data usage. They can also submit a postpaid application through the app. 

Moreover, CARA helps Smart employees endorse cases to the proper internal channels for speedy resolution. These include follow-ups of pending transactions and billing-related concerns. 

The CARA app — which can be downloaded only by Smart employees —  is just one of Smart’s customer service initiatives. In 2015, Smart also launched the Smart Switch machine in several Smart Stores to enable subscribers to copy contacts from their old phone to their new phone quickly, conveniently, and free of charge. 

The machine also allows subscribers who are changing their phones to copy their old photos, videos, text messages, and calendar entries. It works even if the old and new phones come from different manufacturers. 

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