CelcomDigi has announced the completion of its overhaul process in customer support and experience, as it introduced a more connected, AI-driven system that ties together its retail stores, contact centres, and digital platforms into one smoother experience.
Instead of needing customers to bounce around different support channels, everything is now more unified and personalized. One such enhancement is the Express Lane in selected stores, where you can just scan a QR code and instantly connect to a contact centre specialist via WhatsApp or a voice call, which basically helps you skip long queues and get straight to someone who can handle more complex issues. Then there’s PremierCARE for qualified postpaid users with quicker support connection.
Under the “One Number for All” theme, they are also offering a “Call 1111” service that can be dialed via WhatsApp as well as standard cellular calls, so four ones to get to them. Also, SPARK AI comes in as a chatbot that can help identify issues and escalate them to human agents with higher efficiency.
Better, measurable results are already here, as resolution times are down by about 25%, and around 37% of customer enquiries are now handled through digital or self-service channels, which suggests the system is actually taking load off human agents while speeding things up for users.
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