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Unifi’s 5 Initiatives to Transform End-to-End Customer Experience

The initiative is unifi’s commitment to place customer experience as its No. 1 priority.

by Gopalakrishnan Nair
Media Briefing UnifiCares

With a strengthened commitment to deliver the ultimate customer experience, unifi introduced five #unificares initiatives to transform its end-to-end customer experience (CX).

As a technology company, unifi understands that customer expectations evolve together with the adoption of technology. This is why unifi aims to transform end-to-end customer experience with a renewed focus that ensures the customers’ needs are met — this is the unifi promise.

To deliver on this promise, Telekom Malaysia Berhad (TM), has invested heavily over the years in both its customer support capabilities and network to deliver the best customer experience possible.

The new #unificares initiative is also an expression of the company’s commitment towards its loyal client base. unifi has the highest market share in the local Internet Service Provider (ISP) space.

Speaking to the media at a virtual briefing from Menara TM, TM’s Chief Marketing Officer, Shanti Jusnita Johari, said #unificares is a testament of the company’s continuous efforts to put customers first.

“TM and unifi are walking the talk when it comes to customer satisfaction. Our 24-hour service restoration guarantee is the first of its kind in the industry. It is our commitment for unifi customers to continue to get the best broadband experience,” said Shanti.

She added that unifi’s new bold undertaking was in keeping up with users’ demands for reliable connectivity, among both the consumers and business segments especially as the micro, small and medium enterprises (MSMEs) focus on recovery and growth as well as consumers with continued hybrid working and learning arrangements following the pandemic. A good and reliable broadband access is highly critical in the “new normal”.

unifi’s 24-hour service restoration guarantee is among five new customer-focused initiatives under the #unificares campaign to enhance its broadband experience by reducing downtime to the absolute minimum. If unable to restore within 24 hours from complaint submission, customers will receive RM50 billing rebate compensation, redeemable via myunifi app within 30 days. It is the first of its kind in the local telecommunication industry and a commitment to its customer first strategy. This 24-hour service restoration guarantee starts 30 November 2021 and compensation eligibility is for customers subscribing to 100Mbps and above.

Another innovation introduced with the campaign is unifi’s Proactive Service Alert; an early detection and intervention system that ensures early notifications and speed of resolution to customers. Affected customers are alerted for restoration via SMS and the myunifi app push notification. Other customer-focused initiatives introduced in conjunction with the campaign are Easyfix self-serve tool, Service Tracker and unifi Elite experts.

Easyfix is an easy visual based self-serve tool that enables customers to self-diagnose and do a quick troubleshoot on internet connection, telephony or unifi TV services. If an issue is unresolved, the Easyfix tool will automatically create a service ticket for immediate action by the unifi Care Crew or connect users to a unifi live chat agent for further assistance. Easyfix can be accessed anytime on the myunifi app under ‘Support’ or at easyfix.com.my.

Service Tracker allows customers to view and track status of service and technical requests in real-time including details of the assigned TM Care Crew, via the myunifi app. Users can easily access the Service Tracker under ‘My Activity’ from their Account page.

unifi Elite is a group of WiFi experts who are specially trained to provide customers with tailormade consultation and solutions to further enhance their connectivity experience at home or business premises.

unifi’s track record in CX is well-established. Recently, it has been chosen as the sole Malaysian recipient for the “Brand of the Year” award for the “Broadband / ISP” category, an award that is held under the auspices of the London-based World Branding Awards. This is the second consecutive year it won the award. Last year, it also won the “Best Fixed Home] Broadband Service Provider” and “Best Business Fixed Broadband Service Provider” categories in the PC.com Best Product Awards 2020.

TM continues to invest in future growth by modernising its network and technology platforms, to deliver the best current and future. TM is the only telco in Malaysia which has ventured into proactive service capabilities to elevate CX and digital tools to give added convenience to customers.

Meanwhile, TM Chief Network Officer, Mohamed Tajul Mohamed Sultan, who was also present at the media briefing said the increase in usage and demand for unifi services following the pandemic had driven the company to up its connectivity game.

“Even before this, public feedback shows that unifi’s service quality is among the best. But we are not resting on our laurels. We want to raise the bar even higher because customer experience is paramount,” added Mohamed Tajul.

To achieve this, TM has invested over RM 1 billion in 2021 to uplift the customer experience in both its customer support capabilities and network improvements. This is to ensure that unifi continues to deliver unparalleled solutions to its customers.

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