Digi Boosts Digital Customer Experience With The All-New MyDigi Mobile App

Press Release
February 28, 2017

Digi Boosts Digital Customer Experience With The All-New MyDigi Mobile App
All-new MyDigi app gives improved account control and better access to Digi’s services, offerings and exciting rewards for today’s digital-savvy customers

SHAH ALAM, 1 March 2017 - The all-new MyDigi mobile app launched by Digi Telecommunications Sdn Bhd (Digi) today is set to enhance Digi users’ digital experience, as part of Digi’s larger customer journey strategy to progressively digitize their business from retail to network and create a better, faster and more convenient digital customer experience.

Developed based on customer feedback as well as best-in-class service design principles, naturally, the all-new MyDigi app inherits and improves upon all the most used features of its predecessor such as enabling customers to pay bills via the app, manage their accounts and share internet quota.

A key highlight of the all-new MyDigi app is its cleaner and faster user interface. In addition, customers can now have fun with MyDigi Rewards where they will earn rewards by unlocking badges when using the app. Consumers will also be able to enjoy Super Deals available daily on MyDigi.

The all-new MyDigi mobile app also comes with new features designed for better convenience and quicker response rate. Digi users will be introduced to more payment options from 16 other banks on top of existing partners Maybank, CIMB and RHB.

Additionally, Live Chat support services with customer service consultants will be available from 10AM to 9PM daily. Customers can also track the real time status of their incident tickets.

“Our consumers are digital savvy and they have inspired us to take on this challenge to improve as we chase our ambition to become their preferred digital partner. We want to make their experience pleasant and convenient and the all-new MyDigi app enables them to have greater control over their digital lifestyle while being rewarded with fun and exciting offers from us as well as our partners,” said Loh Keh Jiat, Digi’s Chief Marketing Officer.

As part of the launch, for a limited time, customers who upgrade to or download the all-new MyDigi app will be rewarded with 3GB of internet quota for free to be enjoyed over the subsequent three months.

Digitized In-store Experience
In addition to the MyDigi mobile app, customers can now enjoy a smooth end-to-end paperless digital retail experience at upgraded Digi Stores. For added convenience, the new Digi Stores will have an electronic Queue Management System (eQMS) that saves waiting time by notifying customers via SMS when their turn is almost up.

The Mobile Sales App (MSA), which the company has been rolling out to all Digi retail channels, is a more secure way of registering customers that also eliminates lengthy counter-based registration whereby customers with Malaysian identification cards can sign up for a new line in as fast as 20 seconds.

In addition, customers can take advantage of Digi’s self-serve kiosks at all Digi Stores today to securely upgrade and replace SIM cards using their Malaysian ICs for authentication. These kiosks, which are the first in Malaysia to offer this facility, dispense 3-in-1 4G LTE USIMs which are necessary to enjoy the full benefit of Digi’s 4G LTE network. Customers can also use the kiosks to pay bills as well as manage their accounts.

“Part of the Digital Customer Experience game plan also includes equipping our brick-and-mortar retail channels with more digital capabilities to meet the needs of our tech-savvy consumers. We aim to add value throughout the customer journey and we’ll continue to find new and more innovative ways to do that,” said Loh.

Consistent Network with Low Latency and Fast Response
To complete the digital customer experience, Digi has expanded its 4G LTE network coverage up to 85% of Malaysia’s population in 275 cities and major towns as of end-2016.

The recently released Malaysian Communications and Multimedia Commission (MCMC) Network Performance Report 2016 shows that Digi is the network with the lowest latency and high responsiveness meaning customers experience very little lag when surfing the internet, streaming video or gaming making it a consistent network suited for entertainment and other demanding digital services.

Customers can also expect to see improvements in network signal come July because Digi will be activating its 900MHz spectrum coverage nationwide. With it, customers will see significant improvements such as stronger indoor coverage, wider outdoor coverage and better Internet capacity.

“Looking ahead, Digi is on track to become Malaysia’s digital lifestyle partner through our comprehensive Digital Customer Experience initiative. Newly added features within the all-new MyDigi mobile app and improved retail experience are designed to further improve our customers’ experience as they enjoy our network built for entertainment,” Loh added.

Digi customers can update their existing app or download the all-new MyDigi app from the Google Play Store or Apple App Store. Customers can also lookout for refreshed Digi Stores as the improvements are rolled out in stages across the country.