By Jeniffer Rodríguez

The Cuban Telecommunications Company (ETECSA) inaugurated a Customer Service Center at the Gómez Vila Real Estate Agency, located in the capital's Old Havana municipality, which will provide real-time customer service to clients who communicate with the entity through any of its digital platforms.

  Mayra Arevich Marín, Minister of Communications, attended the opening and said that this is a dream that is becoming a reality but also means a very big commitment.

   She affirmed that it speaks of control and popular participation, concepts much broader than customer service; and stressed that the company has all the conditions to demonstrate that it can be done very well, with professionalism and good treatment.

   Mabel Lugo, the Center's main specialist, explained that the Center attends to customers who contact the company through digital communication channels, mainly the Facebook profile (Etecsa_Cuba), e-mail (atención.usuario@etecsa.cu), the company's website and the virtual store.

   Customers contact us mainly for requests and questions about fixed telephony services, concerns about the telephone bill, problems with the configuration of cell phones linked to the services provided, to learn about e-commerce or regarding the use of payment platforms.

  She added that they are also visited by state-owned companies and new forms of management interested in the Mi Transfer boulevard, and entrepreneurs motivated by the Apklis store.

   According to the specialist, at the beginning they attended from 3,000 to 4,000 clients through the customer service channel, with a peak of up to 5,000, however, since the new website and the virtual store were launched, in February they reached 10,000 incidents attended and in March they expect to close with close to 15,000. 

   The specialist said that this leap is a great technological challenge for the work team.

   The inauguration was attended by Odalis Rodríguez del Toro, First Vice-President of ETECSA; Hilda Arias Pérez, Commercial Vice-President of the entity; Yudith Toledo Ortega, Director of the Havana Division, as well as other officials.