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Smart hotline launches callback option

Have you ever asked someone to save your space in a line so you could do something else instead of just waiting to be served? Don’t you wish you could do the same while waiting for your call to be answered by a hotline service?

Smart’s toll-free hotline *888 now gives selected postpaid subscribers the option to save their place in the calling queue and hang up when call traffic is heavy. As soon as customer service representatives become available, they will start calling up the queued numbers to offer assistance.

“We are happy to launch this service – the first of its kind in the industry – to provide an enhanced hotline experience to our subscribers. It is initially available to selected postpaid subscribers, but we will expand its scope in the coming months,” said Smart Customer Care Head Joy Sanchez.

“While we strive to attend to all our hotline callers right away, call traffic sometimes gets so heavy that we have to ask some clients to wait for a customer service representative to become available. In cases like this, a voice prompt will ask callers if they want to get a callback instead of staying on hold,” she said.

The Smart official assured hotline clients that they would get a callback within 30 minutes. “During this time, they can relax or attend to their other duties, secure with the knowledge that they will not lose their spot in the virtual line,” she said.

Sanchez also shared that the Smart hotline has expanded the scope of its trilingual service. “Since 2009, we have had Visayan-speaking customer service representatives attending to the needs of Smart susbcribers in the Visayas region. Now even Smart subscribers in Metro Manila can choose to hear voice prompts in the Visayan language or talk to a Visayan-speaking agent,” she said.

Smart is also introducing new hotlines devoted to bill delivery concerns. Postpaid subscribers with inquiries about bill delivery can now call *8455 using their Smart number, or 8488855 using a landline. They will be answered by agents who have been trained specifically to address questions on bill delivery.

Aside from having hotlines, Smart has a suite of self-care channels where customers’ needs can be addressed. For balance inquiries and information about text and call offers, among others, prepaid subscribers need only access the Smart menu on their mobile phone.

Those who want to manage their Smart prepaid, postpaid, and broadband accounts in one go can visit the online portal my.Smart (http://smart.com.ph/account) . There they can view and pay their postpaid bill securely using a credit card, activate their phone’s MMS, GPRS, and 3G capabilities, and activate or deactivate international roaming services.

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