CEBU Pacific on Thursday launched its Customer Command Center, a facility that integrates its people, process, and technology to boost its “customer-first” efforts.
Cebu Pacific Vice President for Marketing and Distribution Candice Iyog said the command center, located along Domestic Road, Pasay City, aims to increase the company’s awareness of its customers’ needs.
With 55 persons manning the new facility in three shifts a day, the Customer Command Center responds to customers’ queries in various platforms, such as Cebu Pacific’s social media accounts, guest feedback form on its website, written letters, and walk-in guests.
“The Customer Command Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology, and a lot of heart,” added Iyog.
Since the facility went online last August, Cebu Pacific’s response time in its social media accounts became faster from two days to hours.
Next year, the airline company targets to respond within an hour in all its available channels.
According to Iyog, the Customer Command Center would need workers who would cater to non-English-speaking markets, such as South Korea. Kris Crismundo/PNA (Video courtesy of Robert Reyes)