88 MY E.G. SERVICES BERHAD Registration No. 200001003034 (505639-K) MATERIALITY MATTERS (cont’d) Live Chat Highlights Average Live Chat Response Rate Highest Live Chat Response Rate 82%* 89% 90% 99% 99% 2021 2022 2023 99% Monthly Average of E-mails Received 8,956 2022 2023 2,835 *Live Chat halted in March 2021 due to expired license. MYEG also received a monthly average of 2,835 emails during FY2023, as part of the Group’s robust customer service transaction channels. It is important to note that for the online live chat service, any remaining inquiries that may not be attended to immediately by the live chat team are converted into e-mail format and would be responded to via e-mail within 48 hours. This in effect means that all live chats are eventually answered, even at a later date, directly or indirectly. This SOP has been implemented since FY2023. CUSTOMER SERVICE TRAINING FY2023 saw the Group continue its physical training sessions whilst also conducting digital training sessions when convenient. MYEG provides these sessions to ensure new and existing customer service agents are provided with the latest information on products and services and acquire necessary skills to help enhance the customer’s experience at MYEG. Total Customer Service Training Sessions 106 2022 2023 89 Total Customer Service Briefing Sessions 49 71 The effectiveness and impact of training sessions held will be reviewed as this helps ensure the sessions provided are useful and focused on providing MYEG’s staff with the required abilities needed to provide comprehensive customer service. Moving forward, the Group will continue to provide such training sessions and further develop the staff’s capabilities. CUSTOMER SATISFACTION SURVEY MYEG diligently monitors its customers’ experiences in using the Group’s products and services via the Group’s customer satisfaction survey. This approach enables the Group to gather precise feedback, fostering a better understanding of areas where improvements are needed and directing more focused attention to them. Customer feedback holds immense value for MYEG, prompting the Group to actively encourage input through various communication channels, including email, live chat service, and physical feedback forms. To ensure customer satisfaction is monitored, MYEG has a Helpdesk Department that acts as the frontliners for the customers to reach out via communication channels such as X, Facebook, emails, live chats and phones. Apart from that, the Group has a Customer Relations Department that attends to customers who walk-in to official counters such as the customer service counter at MYEG’s head office. These departments look into the common issues raised by the customers and, where necessary, escalate them to the respective product owners such as the Project Department to look into ways of improvement on the procedures. Customer satisfaction data is collected by the Customer Relations Department manually by providing feedback forms to the walk-in customers. For other channels, customers would automatically receive notifications either at the end of conversations (live chat) or after tickets have been closed (emails). The customer satisfaction survey is comprehensive, categorising feedback into various segments such as distinctions between new and returning customers, customer satisfaction scores, prevalent complaints, and popular engagement channels. Li Ch Hi hli h
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