Globe Telecom is arguably one of the biggest companies in the country. Known for connecting Filipinos to the world and operating the Philippines' largest mobile network, the communications behemoth finds its growth by constantly evolving and looking for ways to innovate its offerings and products.

One way they’ve found success is through ChatGenie. Their goal was to boost sales and leads by automating the eCommerce experience on Messenger. When Globe partnered with ChatGenie, they were able to drive incremental sales and let anyone easily purchase the telco’s products and sign up for services. By giving customers a frictionless shopping experience via Messenger, users were able to avail of postpaid and prepaid plans, mobile phones, and accessories without leaving the app - something that used to be a tedious process involving long lines, multiple visits, and lengthy paperwork.

ChatGenie creates the perfect Mini App for Globe

ChatGenie customized its eCommerce multi-commerce platform for the Globe to cater to its specific needs including the know-your-customer process, messaging referral features that allowed product links and unique referral links to be shared and tracked, and creating an end-to-end online shopping experience within Messenger webview. In addition, ChatGenie added built-in features that send Messenger notifications to people personalized based on their orders, including redirection to their payment and order history, and notifications to be sent to specific customer segments. With the Mini App, Globe’s eCommerce experience was improved by the solution and allowed customers to shop simply within Messenger, while giving new ways to control their data and learn about their campaigns' success.

Frictionless experiences

Like every ChatGenie transaction, the Globe Online experience starts through clicking unique Messenger  message referral links that direct people to their Messenger page. These links could also be specified to direct users to a particular store or specific products. Aside from that, they also provided an easily-accessible URL button that allows customers to open the Messenger via web, browse through their offerings, and complete the entire subscription or purchase journey. Choosing a mobile data plan could be applied for and finalized through a web-based experience. Lastly, Globe Online also sends proactive messages to customers to inform them of important notifications personalized just for their transactions such as transaction confirmations, order status, and order history.

Increase in leads and sales

By collaborating with the ChatGenie platform, the Globe team was able to make an end-to-end purchase journey via Messenger possible. As a result, Globe was able to achieve a 5% conversion rate via Messenger and get over 30,000 incremental leads outside of their business-as-usual channels. Overall, 61% of conversions were driven by organic, non-paid sessions (including Messenger  links) from Globe customer service agents (between June and November 2021). This is one way they were able to establish their goal: connecting with more shoppers.

*Results are self-reported and not identically repeatable. Generally expected individual results will differ.

“Conversational commerce has been a great boon for our business. Since working with the ChatGenie team to build and integrate a Messenger-powered subscription platform, our customers can easily make purchases, receive important notifications, and find out more about what we have to offer. We are happy to report that we have seen a boost in leads and conversion rates.”

-MJ Panganiban, Digital Channel Operations Head, Globe

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Get the same benefits within any budget. Learn what ChatGenie plan is right for you and your business here: ChatGenie | Plans & Pricing

Stay connected and see how Globe Telecom’s ChatGenie solution works right here: https://www.messenger.com/t/30433734747

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