PLDT Inc. is beefing up its customer support services, in response to increasing demand for internet connectivity from the onset of the COVID-19 pandemic.
The new work-and-study-from-home arrangements have increased the volume of calls that PLDT and Smart receive daily. They range from plan upgrades to repairs and billing concerns.
With this, PLDT and Smart have made adjustments in their work processes and gradually scaled up their ability to build and repair. Network expansion continued despite pandemic conditions.
“With most of our customers now working and studying from home, more of them reach out now for help, particularly with plan upgrades, add-on services, or questions about their bills. The number of calls we are receiving has doubled compared to pre-COVID volumes,” said Chiqui Abad PLDT-Smart vice president for consumer care.
PLDT-Smart customer support services are now operational, including its call center; the PLDT Smart app which customers may download and use; and myHome, a self-service portal. PLDT and Smart customer care are also available on Facebook and Twitter.