Case Study

Omni Channel Cust Service For #1 Telco

About the Client:

Smart and PLDT are the leading mobile phone and internet service providers in the Philippines.


For large telecommunications companies like Smart and PLDT, handling customer service can often be taxing. Smart/PLDT needed expert advice to navigate through it so they approached AFDigital to assist.

What We Did

We set up Social Studio Publish, Engage, and Analyze to optimize the company’s marketing efforts on social — and deployed an on-site trainer to run training sessions for Social Studio.

We provided Smart with Social Command Center to give them up-to-date digital insights of their brand’s effectivity online, as well as deployed full-time community managers to provide quick, helpful social media customer service.

Lastly, we also setup a full omni-channel customer service for both PLDT and Smart to improve efficiency of their customer service operation.

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