Last week, we asked TechNave readers what they want from their Telcos. Over a week later, we gathered your answers into this fun article and summarised all of them. So, what did TechNave readers have to say?
Affordable Plans
Cost is a major factor for many Malaysians when choosing a telco. Malaysians want affordable and value-for-money plans that balance data, call time, and SMS. This is particularly important for students and young professionals, who rely heavily on mobile data for education, work, and social connectivity.
Given how accessible the Internet is in Malaysia, making it affordable should be a no-brainer for the telcos.
Malaysians deserve better
Reliable Network Coverage
Malaysia has diverse urban centres, rural areas, and even remote islands. Telco users expect strong and reliable network coverage across the country. Consistent network connectivity is crucial for those living in rural areas or travelling frequently. Any gaps in coverage, especially in critical areas like highways, office buildings, and homes, lead to dissatisfaction.
After all, what's the point in having super high-speed Internet if your area is not covered?
It seems that some users are having a serious coverage issue
Better coverage = Happier customers
High-Speed Internet
With the increasing demand for video streaming, online gaming, and remote work, telco users expect high-speed 4G or 5G Internet connections. Slow or unstable Internet speeds can be frustrating, especially when working from home or using bandwidth-heavy apps. As Malaysia rolls out its 5G network, many users look forward to faster and more stable Internet connections.
In 2024, we shouldn't let mediocre Internet speed get in the way of our business. If anything, we deserve better packages that cater to our daily needs.
5G internet should be the standard in our country, not a privilege
Unlimited Data Options
Data consumption is growing at an exponential rate. From streaming on platforms like YouTube and Netflix to browsing social media and gaming, telco users want unlimited data plans without the fear of hitting data caps. Unlimited plans provide peace of mind and allow us to engage with digital services freely without worrying about extra charges or speed throttling.
We have noticed that some telcos provide this service. However, the lower speed is a major deterrent for many. At times, we found ourselves overpaying for poor service too.
The speed cap for unlimited data should be improved
Transparent Billing and No Hidden Fees
Malaysian consumers are increasingly wary of hidden charges. They want transparency in billing, where all costs are clearly explained. Telco users prefer straightforward, no-nonsense plans where they know what exactly they are paying for. Surprise charges, hidden fees, or complicated bills often lead to dissatisfaction.
Interestingly, telcos are not the only ones guilty of this practice. However, transparency could go a long way in improving the relationship between the customers and telcos. Hopefully, things will change for the better.
Great tips on reviewing your telcos plans
Excellent Customer Service
Good customer service is essential for building trust and loyalty. Whether it's to resolve a billing issue or troubleshoot network problems, users expect quick and efficient support. Telco users in Malaysia want multiple support channels, including online chat, phone support, and social media, with fast response times.
We firmly believe that excellent customer service should prioritise the customer's satisfaction and well-being. However, it could be quite annoying when telcos delay or are unable to solve the issue. We are almost half a decade into the 2020s, so customer service should be more efficient and proactive.
A Celcom user details his experience with the telcos's customer service
Rewards and Loyalty Programs
Telco users appreciate added perks such as loyalty rewards, discounts, and exclusive deals. Whether it's extra data, free calls or discounts on smartphones, reward programs create a sense of appreciation and encourage users to stick with a particular provider. Many telcos in Malaysia already offer these, but users always look for the best deals and promotions.
Shouldn't we reward loyalty better?
Seamless 5G Experience
As Malaysia continues its rollout of 5G, users are eager to experience the benefits of faster speeds and improved network capacity. However, they also want affordable access to 5G services without significant price hikes. For telcos, balancing pricing while delivering an enhanced 5G experience will be critical in meeting consumer expectations.
In this age, a convenient and hassle-free surfing experience is key to winning over customers. We firmly believe that Telcos should step up and do better for their customers.
This user raises two solid points
Conclusion
Telco users in Malaysia seek affordability, reliable network coverage, and high-speed Internet. But they also value transparency, customer service, and innovation. They want to be treated with fairness and respect in the same way that they've treated their telcos.
As Malaysia transitions to 5G, telcos that can provide seamless experiences and balance pricing with the latest technologies coupled with this respect will be the most successful in meeting the demands of their customers. If they don't, then many Malaysians are now more than ready to switch to a telco that does.
What are your thoughts about this topic? Stay tuned for more news and updates like this at TechNave!
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