MANILA, Philippines — The enterprise arm of telco giant PLDT Inc. is set to enhance customer support channels of AirAsia Philippines.
PLDT Enterprise has been tapped by AirAsia Philippines to reconfigure its customer support strategy to respond to the limitations of the lockdown while ensuring that good service to customers is being provided.
Under the strengthened partnership, PLDT Enterprise will provide managed emergency disaster hotline services through its ICT arm ePLDT.
The service will support a full online customer service delivery plan for the budget carrier, with digital platforms becoming the main channel for customers to reach the company for questions or complaints.
“Our enterprise customers have always come to us to support evolving business strategies and digital initiatives to respond to the changing demands of their operations,” ePLDT president and CEO, and SVP head for PLDT and Smart enterprise business groups Jovy Hernandez said.
“We are grateful for the continuous trust that Philippines AirAsia has given to PLDT Enterprise group and they can always expect us to deliver the innovative services and solutions they need – both in normal and extraordinary times – to ensure that they in turn provide the highest quality service to their customers,” Hernandez said.
The emergency disaster hotline services is powered by CuroTeknika, which delivers a suite of IT support services to help AirAsia effectively handle the diverse aspects of their customer service strategy.
With the COVID-19 and quarantine measures in place, AirAsia Philippines had to rethink its customer service strategies to ensure that they deliver support as needed.
“Our partnership with PLDT enterprise is aimed at providing our AirAsia guests with enhanced digital solutions in our customer support channels,” AirAsia Philippines CEO Ricky Isla said.
“This is very timely and relevant, given the various quarantine announcements that we need to immediately share with our guests, so that they can better prepare for their flight and gain quick feedback from us when needed,” Isla said.
PLDT Enterprise said it has a longstanding partnership with the budget carrier, with the former having previously availed of the group’s various fixed-line and wireless connectivity services.