The goal as a company is to have customer service that
    is not just the best, but legendary
- Sam Walton

Customer Care and Support

ZANLINK is a customer focused organisation. All our activities are dedicated towards providing the best and unparalleled level of Customer service and delight the customers all the time. We have incorporated the below creeds in our working culture:

• Our esteemed customers’ satisfaction is our main goal.
• We are the crucial partner that our customers rely on when in need.
• We identify with our customers when the service is not working.
• We put relentless efforts in exceeding our customers’ expectations.

ZANLINK differentiates itself from its competitors by the quality of its people, its dedicated support system and numerous value added services. In the bid to enhance and provide the best of the service ZANLINK has established a dedicated customer service and support department that is aimed at providing the best, reliable and personalised service that will add value to all our core services. We have aligned the customer service objectives with the Company’s main strategic objectives of providing 'service at its best'.

While ZANLINK’s Customer service department is the main Call Centre or helpdesk for clients to report their problems, it is complemented by two other supporting departments to enhance its performance.

Network and Field Operations department. This maintains our Infrastructure Network and makes site visits to clients when problems require site work. This department also conducts the site installations, surveys and designs for all new Installations.

Client Relationship Department. This department makes follow ups to all problems reported and resolved with our clients and maintain our relationship with them in order to get positive feedback to improve our performance all the time.

Within our Customer Care department we also have a Dedicated Corporate accounts section to deal with our corporate clients’ portfolio. Between these 3 departments that provide support to customers in various ways we have about 11 qualified, trained and experienced team of people to look after you. ZANLINK believes that while technology can break, the human support we can provide to clients is paramount.

Our Customer care and support has the following strengths:

Experience

Over 9 years of providing technical support for IT related services including broadband, e mail configuration, VPN and WIFI support.

Knowledge

Support team with technical expertise resulting from intensive training and ongoing development through coaching, monitoring and support tools.

Efficiency

All technical problems reported are resolved quickly, facilitated by experienced staff, support tools, and advanced communication systems as well as utilizing our custom developed online database system to record, track and analyse all trouble tickets. In addition, the network and all core components are monitored closely all the time to ensure immediate notification should any problem arise.

Courtesy

Respect, patience, and concern for end-users as well thorough explanation of problems and best practices to our clients to prevent recurrence of problems.

Customer Relationship Management (CRM) System

Follow ups to all problems resolved to cross check and ensure total satisfaction is obtained by our clients. Regular client’s visits and surveys conducted to ensure we turn all problems reported into opportunities. Weekly analysis and categorization of problems reported done on regular basis to ensure frequent and recurring problems are researched for permanent solutions and problems are minimised. Our clients have an opportunity to rate their experience with us via our periodic Customer Surveys. We are your partners in IT solutions. This means you can truly count on us.