Philippine Customer Service

The Endless List of Choices: PLDT IVR

It doesn’t help that PLDT’s customer service has had a steep downfall for the past few months, even years I think, from its residential customers, let alone installing an IVR (interactive voice response).  It would have been a good idea, if it only helped.  I, like other customers in the world hate being answered by an IVR.

So, here is a quick guide for you in case you need to contact them in the near future.

Press the numbers below to access the “endless tree of options”.  Better use a pencil instead of your prized finger.  You’ll thank me later.

1 – Residential Customers
2 – Business Customers

Residential
1 – Inquire / Know Products & Services
2 – Subscribe to Products & Services
3 – Report a Problem
9 – Return to Main Menu

Inquire / Know Products & Services
1 – Landline
2 – DSL / Dial Up Internet Services
3 – Card Services
4 – Billing Inquiry

Landline
1 – Regular Post Paid
2 – Landline Plus

DSL / Dial Up Connection
1 – MyDSL
2 – WeRoam
3 – PLDT Vibe

Card Services
1 – Budget Card
2 – Touch Card
3 – Telepwede
4 – Vibe Prepaid Internet
5 – Other Cards

Billing Inquiry
1 – Inquire Outstanding Balance
2 – Report Latest Payment & Other Billing Inquiries
3 – WeROAM Billing

Subscribe
1 – Special Features
2 – DSL / Dial Up Internet Services
3 – Landline

Special Features
1 – Landline
2 – Other Service Requests

DSL / Dial Up connection
1 – myDSL
2 – PLDT Vibe

Landline
1 – Post Paid

Report a Problem
1 – Repair & Technical Assistance
2 – Billing Concerns
3 – Telepwede / Pre-paid
4 – Updates & Other Service Concerns

Repair & Tech Assistance
1 – Problems on Telephone Line
2 – DSL / Dial Internet
3 – Card Services

Billing Concerns
Business hours are from 8am to 6pm (Mon to Fri) and 8am to 6pm (Sat, Sun and Holidays)

Telepwede / Pre-paid account balance
Business hours are from 7am – 10pm Monday to Sunday

Updates on application or service requests
1 – Regular Post Paid Landline
2 – Landline Special features
3 – DSL / Internet Services
4 – other service requests

I’m sure by now you’ve noticed that it wasn’t well thought and planned correctly.  The choices are redundant!  Also, pressing 9 would let you go back to the main menu.  It seems like that customer representatives are not trained enough to know most of the services and its processes.

My recommendation? Make the IVR shorter and simple to make it easier for subscribers to get to the right representative.  It’s better to have choices based on issues ONLY and not divide it further based for each product or service.

Photo courtesy of Flickr – a.c.a.s.c.h.1

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