CelcomDigi rolls out Express Lane QR and unified 1111 customer support line

CelcomDigi is rolling out a series of AI-powered customer service improvements aimed at making its support faster, more seamless and more personalised across its retail stores, contact centres and digital channels.

The first major upgrade according to CelcomDigi is taking place at its physical stores. Customers can now scan an Express Lane QR code to connect directly with customer support via WhatsApp or voice call for faster handling of complex enquiries. The telco claims that this can help reduce waiting times and reduces the need for you to repeat your information.

Eligible postpaid customers will also get access to PremierCARE, a dedicated support service that offers quicker access to specialised customer service teams. Meanwhile, senior citizens aged 60 and above will also be able to access a dedicated customer care team with specially trained staff who can assist with enquiries and digital services.

“Customer expectations today are shaped by real-time, always-on experiences, redefining what excellent customer experience looks like.

Customer experience is a key differentiator for CelcomDigi in how we deliver our strategy, strengthen our market leadership, and create meaningful value for the more than 20 million customers we serve daily. We recognise that customers today have differing preferences in how they want to engage and receive support, and we are continuously reshaping the way we work to better meet these evolving expectations,” – Lau Yin May, CelcomDigi Chief Customer Experience Officer

Lau added that by redesigning these customer journeys across all touchpoints, leveraging AI, automation and data, CelcomDigi is able to simplify interactions, better anticipate requests and resolves customer issues faster.

The telco has also rolled out a unified customer support line called ‘One Number for All – 1111’, allowing customers to contact support through voice calls or WhatsApp using a single number: 1111.

Meanwhile, its SPARK AI chatbot is designed to handle common enquiries instantly and route more complex cases to the appropriate support teams. CelcomDigi has also automated device unblocking for customers with overdue payments. Once payment is completed, affected devices can now be reactivated within minutes without manual requests.

According to the company, the new initiatives have reduced average resolution time by 25%, while 37% of customer enquiries are now resolved through digital and self-service channels.

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