Jakarta, 3 September 2022. Commemorating National Customer Day 2022, PT XL Axiata Tbk (XL Axiata) does not stop trying to improve the quality of customer experience (Customer Experience - CX). At this moment, XL Axiata held a special program as an appreciation to customers in line with XL Axiata's commitment to “Exist for Indonesia”.
Director & Chief Commercial Officer of XL Axiata, David Arcelus Oses said, "We interpret the commemoration of Customer Day every year as a momentum for self-evaluation to improve the quality of service to customers. This year, the commemoration of this special day coincides with our focus on improving the quality of customer experience and our hard work in providing the fastest internet service."
David added, in an effort to improve the quality of customer experience, management and employees continue to innovate by adapting to customer needs that continue to transform from time to time. The quality of service to customers is believed to be one of the keys to winning the competition in the industry.
XL Axiata strengthens and ensures the establishment of several programs that are believed to be able to prioritize customer satisfaction. First, presenting Customer Experience (CX) Initiatives to provide the best digital telecommunication service experience in Indonesia. Second, the creation of a culture that always prioritizes customer satisfaction. Third, presenting special offers as a form of appreciation on Customer Day. Fourth, direct service from the board of directors and their representatives at several XL Center outlets.
In implementing Customer Experience (CX) at XL Axiata, the company continues to provide the best digital experience for customers through various initiatives. Starting from facilitating input from customers through real time Net Promoter Score which is useful in measuring customer loyalty, to getting input to bring innovations that suit customer needs.
XL Axiata utilizes customer input as an idea to innovate in order to improve customer satisfaction and experience. The results of these innovations can be felt in the myXL and AXISNet applications. Now, XL customers can use a fast solution for network repair at myXL. In addition, there is an easy to find package feature, where customers can search for internet packages that suit their wants and needs. XL PRIORITAS customers can also lock bills from unwanted services. For AXIS customers, they can protect their credit with the credit lock feature. These features are a tangible manifestation of the implementation of Customer Experience (CX) at XL Axiata.
From the internal side, XL Axiata introduced “Xcel from the Heart” as a promise and commitment to its customers. This commitment is also a concrete realization of the company's vision to become the leading convergence operator in Indonesia. With "Xcel from the Heart", every XL Axiata employee is committed to always being open, empathetic, appreciating every input, and being responsive in carrying out responsibilities. This promise and commitment mean that XL Axiata will continue to innovate in providing the best service.
Meanwhile, on this Customer Day, a number of directors and representatives of XL Axiata management simultaneously came down to greet, and provided direct and virtual services to family customers at several XL Center outlets, Friday (2/9). At XL Center Ciputra World Jakarta, XL Axiata Director & Chief Commercial Officer, David Arcelus Oses, was accompanied by XL Axiata Indirect Channel Management Group Head, Junius Khoestadi, XL Axiata Customer Contact Center Group Head, Retno Wulan and Direct Channel Management Group Head of XL Axiata, Muhamad Novan Adilandy.
In addition to Jakarta, XL Axiata management representatives also went directly to serve customers at several other XL Center outlets. At the XL Center Belitung outlet, the West Region Group Head of XL Axiata, Desy Sari Dewi, at the XL Center Pemuda Surabaya outlet, attended the Head of Sales of XL Axiata, Hiasinta H Paembonan, while at the XL Center Martadinata outlet Bandung there was the Head Direct Channel of Central Region of XL Axiata, Agustian Alexander Malik.
XL Axiata has also prepared various facilities and infrastructure, either by telephone or digital services that can be done from anywhere. These include online XL Center services, call centers, and Maya digital care services through the myXL and AXISnet applications. There are also digital channels such as E-mail, Twitter, Facebook, Instagram and Live Chat, to serve as well as provide solutions to various questions regarding service complaints and product information to more than 57 million customers in various regions in Indonesia.
To ensure that customers can be served optimally, XL Axiata provides around 500 customer contact service officers, both through call center services and digital care services. This customer service is on standby 24 hours a day, 7 days a week.
Until now, the average number of interactions received by the XL Axiata call center per month is 130 thousand transactions, while for digital care services the average interaction that enters each month is around 350 thousand transactions. Topics frequently asked by customers include internet services, networks, and products and services. There are also ways to activate numbers and cards, XL Center locations, and others.
Appreciation of Customer Day
Welcoming this Customer Day, XL Axiata presents a series of special gift options from each superior product to selected customers. XL SATU provides a 15 percent discount for all subscription packages for 12 months. With prices starting from 200 thousand per month, this service has already provided unlimited super-fast home wi-fi facilities, shared mobile phone quota for the whole family, bonus of Vidio Platinum subscription for 1 year, and free equipment and installation rental fees. Especially in the framework of the National Customer Day promo period, which is September 1-4, 2022, all new XL SATU customers who register through the XL Center, can get the opportunity to get exclusive merchandise from XL SATU.
From prepaid services, XL provides a bonus in the form of a main quota of up to 3GB which is available in the myRewards of myXL application. This bonus can be taken for customers or given to family and relatives of loyal XL customers. In addition, XL also provides attractive promos adjusted to the customer interests, ranging from 50 percent product discounts to free Xtra Kuota available in the “Special for You” feature. All attractive products from this prepaid service are available on the myXL app on September 1-4, 2022.
Furthermore, the XL Prioritas postpaid service provides free 2GB for all customers on 4 September, up to 50 percent discount for data booster purchases on 1-4 September 2022. All of these services can also be accessed on the myXL application.
Meanwhile, from AXIS prepaid products, there are special offers adjusted with the customer interests in the form of discounts of up to 70 percent for the purchase of Bronet 24Jam package or Boostr 1GB in the AXISnet application with the 'Just For You' (Hanya Untukmu) feature on 1-4 September 2022. Not only that, special On September 4, 2022, AXIS provides a special price of Rp. 1 for the purchase of the Customer Day package which contains a main quota of 500MB to 2GB with an additional TikTok quota of up to 1GB and a Vidio Platinum Mobile voucher for 30 days. This package can only be obtained in the AXISnet application.