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ZOL CEO speaks on service delivery improvements

Leading internet service providers, ZOL has assured its subscribers that they are working tirelessly to deliver simple and useful technology paired with excellent customer service adding that though they falter at times, they committed to providing reliable service at all times.

In an honest and gentle gesture, Chief Executive Officer, Denny Marandure has this to say, “Thus far, we appreciate our client’s continued support and allowing us to be their first choice service provider.” said Denny Marandure through a broadcast email communique.

Here is the ZOL CEO’s full update on a few service related issues during this Customer Services Week:

POP Up Notifications:
In an effort to ensure we provide positive experiences for our customers, ZOL introduced a Pop-Up Notification service. This feature ensures you receive pertinent information about your account, which includes your Package Health, Data Balances, Account Balances, Notifications and Promotional Messages. The Pop-Up Notification feature seeks to empower you to have more control over your accounts and I sincerely hope it has served you well thus far.

Call Centre Augmentations:
There are times when you try to contact us and there is long call queue compelling you to hold for a long time. We acknowledge this and now you do not need to worry, we will call you back! Once you attempt to contact us, our system will identify your number and return the missed call (during appropriate hours of course). This coupled with our intelligent system which provides you with priority when you call back, are efforts of ensuring we provide you with the support you deserve.

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During any service interruptions, we have instructed our call centre system to advise you appropriately. Whilst this communication is one way, we also update you on further developments through the ZOL portal page and website. This is an attempt to minimize your frustration and keep you informed.

Some of you might have received an email to take our Net Promoter Score survey. If you are yet to receive this, please expect it soon. Thank you for the feedback received thus far. The strides to improve customer service that we have made are due in large to your participation, interaction and openness with us. For that I appreciate you.

Whilst we do receive a fair share of complaints, this is usually followed up by an appreciation letter or email. Such testimonials warm my heart. One is such from Tafadzwa Chingwe:

Good day team ZOL, hope I find you all well.
Thank you for the excellent services you have implemented for us. Your team on the ground has shown great levels of professionalism in implementing and supporting requested services.
To date the service has exceeded my expectations of local networks and highly commendable
“ZOL Fibre networks are definitely faster than a cheetah driving a Ferrari”

As I sign off I would like to give you some insight into some upcoming developments… a loyalty program. You have asked for it, you deserve it and I assure you it will be at your doorstep before the tortoise – Denny Marandure

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Shingie Lev Muringi is a Technology Analyst & Digital Media Strategist by profession. He is a qualified Cisco Certified Network Engineer & a BTech. E-Commerce alumni with the Harare Institute of Technology. Shingie is a very passionate technology enthusiast who is driven by a burning desire to be a leading strategist in this digital revolution era where every organization needs to impress the paradigm shift with urgency. He has previously worked for TN Holdings, Steward Bank, Econet Wireless - Ecocash and TechnoMag before joining 263Chat as a Journalist

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