| Interview: |
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How long
have you been using WorldLink’s services? How many offices
(locations) are you connected with WorldLink? |
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We’ve
been using WorldLink’s services for 6 years. Currently
four locations are connected to WorldLink through radio
modems. |
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What kind of
services have you used from WorldLink? How organized is
WorldLink with their selling process? |
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We are
primarily using WorldLink for Mail and Internet services
as well as Intranet services. |
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How qualitative do you
think is WorldLink’s service and how do you find the
prices for them? Do you think the rates are reasonable and
competitive? |
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If I
were to give WorldLink points in the scale of 1 to 10,
I’d give them 7 for quality. The rates are very
reasonable except for cable Internet. |
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How would you rate
WorldLink’s customer support system? Are they easily
available when problem occurs? How soon does your problem
get solved? |
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The
customer support service is good. Availability of
support is reasonable. I cannot specifically say on how
soon our problem gets solved as it depends on the type
of problem. But I know that WorldLink puts their best
effort on solving the problem. But to be frank most of
the time I end up calling someone I know at WorldLink on
their mobile. |
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WorldLink
recently started its technical phone support to 24 hours.
What would be your comment on this? |
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24/7
service is a nice thing for basic support and I think a
lot of people benefit from this. But the regular 24/7
support would only be effective if there were backup
personnel to solve irregular problems during off hours.
It’s not easy to get support during off hours. |
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Do you think WorldLink
keeps you updated with the information about technical and
administrative problems and changes? |
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Most of the times WorldLink sends mails
regarding planned maintenance and outages. |
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Which
position do you think WorldLink deserves in terms of
customer volume, service quality and customer support in
the ISP industry of Nepal? |
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I
cannot say about customer volume as I don’t know which
ISP has how many and what kind of customers. In terms of
service quality and customer support, I think WorldLink
is in par with other major ISPs. |
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In which
area(s) do you think WorldLink can still improve or needs
to improve? |
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WorldLink can still make
improvements in terms of customer services. I would like to see WorldLink
establish a separate division for corporate clients, which will provide single
window solution to corporate clients. |
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What do you
think about WorldLink’s brand image in the Nepalese market?
Do you think WorldLink has its presence felt enough in
the market? |
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Yes,
Worldlink already has created a brand image in Nepal and
I don’t think they need any introduction. |
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Have you
visited any of WorldLink’s offices recently? How did you
find the office environment and were the staffs courteous
enough to you? |
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I was at
the WorldLink Head Office just a week back and the
staffs were courteous. |
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How
convenient has it been to you by having WorldLink’s
decentralized offices throughout the country and within
Kathmandu? |
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It’s
convenient to have decentralized office, but personally
I cannot say much as we don’t have to deal with the sub
offices directly in most of the cases. |
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Would you recommend
WorldLink to your contacts? What kind of recommendations
would you make to them? |
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As a consultant I would recommend my
client to first of all be clear about their own
requirements and talk with the ISPs on how they can
fulfill these requirements and within budget. And I
would definitely ask them to consider WorldLink as one
of the ISPs they should talk too. |
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Sudeep Shrestha
IT Consultant,
The Asia Foundation |
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