DiGi Prepaid – When little things add up to create an excellent customer experience
Written by April CabelloSummary:
My overall experience on DiGi prepaid was remarkably impressive. DiGi prepaid abided by the most basic tenet in providing a satisfying customer experience: reward, never punish users when consuming your service.
Being in the mobile industry for more than 8 years now, it became a force of habit for me to buy a prepaid SIM of my destination country whenever I travel abroad. Although my international roaming is always active, I find it interesting to check the quality of telco services out in other parts of the globe.
For the Holy Week, my chosen stop was Kota Kinabalu, Sabah, Malaysia. I’m a beach person, so I wanted to check out how KK’s beaches compared to the Philippines. I also heard KK offers reasonably-priced water sports and activities that definitely appealed to me. White water rafting, parasailing and jetski were the must-dos for the trip.
On day 1, my girl friends and I went to a DiGi booth at the Centerpoint Mall after exchanging some local currencies. I must say, I’m quite impressed with my experience – from the purchase, actual use up to after sales support.
Here’s a summary of what’s raving about DiGi prepaid:
1. Knowledgeable, friendly frontliners
It was quite obvious that we were foreigners trying to buy a local SIM. The 2 guys in the booth were kind enough to activate the SIM for us and inform us about the basic things we need to know – such as minimum top-up, load expiration, balance inquiry, etc.
One girl pal didn’t know if her mobile phone was locked to our local telco, and the guys volunteered to check the phone settings and configured the phone. They were very knowledgeable not just about DiGi’s services, but about handsets as well.
2. Selection of mobile number
On the counter of the DiGi booth, there was a list of prepaid numbers that customers can choose. This allowed customers to choose their desired prepaid mobile numbers that are still available – making them feel that they have user control and freedom.
3. Timely and relevant user feedback
I got pushed SMS for how much top-up I got left, for the calls I missed and for how long the last call I made was. What’s good about it was that the messages were pushed to me every time a specific transaction ends. The network also detected that I was already on roaming and pushed me the contact numbers of the Malaysian embassy.
Now that’s what I call going the extra mile for customers!
4. Free balance inquiry
When customers choose a prepaid SIM, it means value-for-money is important to them. Needless to say, balance inquiry through a phone call should be free for prepaid subscribers. I’m glad to discover that balance inquiry in DiGi was still free of charge. Meanwhile, telcos in the Philippines started charging for it several years back.
5. Automatic roaming
This impressed me the most. Upon landing back at the NAIA, I turned both my phones on. The mobile phone with the DiGi prepaid SIM immediately searched for a network. I was pleasantly surprised that I was on automatic roaming. Even CSL Hong Kong didn’t have automatic roaming when I was using their SIM 2-3 years ago.
My overall experience on DiGi prepaid was remarkably impressive. It abided by the most basic tenet in providing a satisfying customer experience: reward, never punish users when consuming your service.
Most importantly, DiGi made me feel that I was valued as a prepaid client – giving me ample user feedback and automating the most important tasks and features for me as a user.
DiGi prepaid definitely got it.
Disclaimer: Author is not connected to DiGi Malaysia. The article is an objective and unpaid review of their prepaid service.
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8 Responses to “DiGi Prepaid – When little things add up to create an excellent customer experience”
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Your comments are great feedback!
Most welcome! Looking forward to new services from your end. =) Rock the 3G sphere, DiGi!
Wow, DiGi does give great service! Kudos. I hope Pinoy telcos follow suit. I wonder, would you know how many subscribers Digi boasts of? It is wonderful that they could provide so much convenience to their prepaid customers.
Hi Diana,
I’m not very sure how many subscribers DiGi has at the moment, but think of it this way - they are like the SunCellular of Manila. I can try to find out. But honestly, the 2 telcos cannot be compared apples to apples. The Malaysian market is very different from ours. In the Philippines, there are 3 major telcos competing with each other. On the other hand, there are several telco players/carriers in Malaysia. DiGi is on the right track of making user experience their product differentiator and I really admire them for doing this.
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