Nowadays (and more than ever), it is impossible for most of us to skip a day without using our mobile phones or digital devices. May it be sending a message, getting information, online shopping, or managing a business, almost everyone uses the internet and network services to keep up with this New Normal and move forward even in the uncertainty of the pandemic.
According to GWI, Filipinos spend almost 10 hours a day browsing the internet. This hobby has turned into routine, most especially now that everyone is required to stay at home or work from home. During this unprecedented time, network providers are going through substantial changes where they need to amplify their digital presence and provide better solutions.
Challenges are inevitable in every business and today, here are what telco companies are facing.
Demand for more stable internet connection
Being one of the countries with a relatively slower internet connection in the Asia Pacific region, the Philippines is now witnessing growth in its telco providers. With a strong willingness to act and provide better network services to the customers, telco providers are looking to provide a wider reach and more stable connections.
This will help businesses scale up their operations & services, while letting consumers easily access information when they need to. A key example is the need to offer better solutions to support learning tools and video conferencing apps, which are proving essential to gain favor with customers today.
Safer internet access
Businesses and personal information are widely used in the internet today to access services and to pay their bills or purchases. Because of this, Telco players need to build a safer community to fight any data breach. Cybersecurity strategies and enhanced security should be deployed to ensure data and personal information safety of both businesses and customers.
Delivering on-site support
With the nationwide protocol of social distancing and skeletal workforces, networks are challenged to do on-site support to troubleshoot network and technical problems. This is not because of network resources shortages, but because technicians and employees are at risk of COVID-19. Networks have started using automated customer service to serve the inquiries and tickets from customers. Centralized systems and virtual assistants are used to serve millions of customers at once.
Globe Telecom and Smart Telecom have since then offered free data access to ease the telecommuting in the country using GoWiFi and Smart WiFi in certain public establishments.
Also, now that many people have been retrenched or furloughed, paying extra for anything non-essential is out of the list. This is why there are growing affordable bundles and promotions such as Facebook’s free app, which telcos are encouraging for customers today.
Operating expenses and business agility
With the quarantine period still in place, telco companies are finding new ways to serve their customers and provide better service. Apart from waiving late fees or extending payment due dates, telcos have found a way to bridge the gap between how things were before the pandemic and now that we are deep into it.