Our Customers
Customers today are fast becoming digital experience seekers. As we drive this trend with the best high-speed networks, our channel digitalisation efforts have also ensured that we continue to deliver a higher degree of service convenience for our customers to engage with us.
Today, our modernised and spacious digital lifestyle stores located in key malls and retail stores comprising Maxis Centres and Maxis Exclusive Partners offer more than just standard products and services. We now offer lifestyle solutions including a wide selection of smart devices and accessories and we promote ‘easy to own’ and ‘worry-free’ propositions through programmes like Zerolution, Power of ONE, MaxisONE Home along with other bundling and device protection options.
Our lifestyle solution showcases aim to bring to life what is possible with the Internet. So, we provide customers an experiential and engaging environment with thematic lifestyle verticals such as music, videos, fitness, health and games as they seek out the best mobile Internet plans that suit them. They can also learn more about their preferred device through tutorials and live demos. As a result, there are smoother and quicker interactions, relevant recommendations and a highly personalised approach when engaging with customers.
Today, there are a total of 52 modernised Maxis Centres and 208 Maxis Exclusive Partners nationwide, meeting the needs and very high expectations of our digitally savvy customers. With Sabah and Sarawak being key growth markets, Maxis has also been aggressively expanding its retail footprint in key towns of East Malaysia and is now present in all the major malls in that region.
We are also encouraged by the success of our self-serve and online options. By empowering our customers to interact with us digitally, we are giving them the control and flexibility to manage their transactions anytime and anywhere at their convenience. The MyMaxis and Hotlink RED apps, which now have over two million active users, are increasingly becoming our customers’ preferred way of interacting with us.
We want to deliver the best worry-free experiences to our customers and continue to explore technologies and processes to ensure a high first-contact resolution rate. As at 2016, Maxis touchpoints have achieved even greater results in managing immediate resolutions, achieving a high 90% first contact resolution and an all-time high customer satisfaction.
The momentum gained in complaint management since 2014 is continued with a further 33% reduction in our complaints trend during the 2015/16 period, as we improved and made customer accessibility seamless via our multiple touchpoints which include social media channels.
We will continue to enrich our customers’ experience by making meaningful connections with our customers online, over the phone and in-store.