Airtel Kenya is Africa’s top social media brand in telecoms in the latest Africa Brand Index Rankings. The telco has been ranked position one for its outstanding use of social media platforms in customer engagements.
In the new rankings published online on the Africa Brand Index Website, the telco has been ranked as the top African telecommunication brand on social media for the month or April 2016, having scored the highest in Community growth, content, engagement and sentiments.
(TOP: Airtel Customer Service Executived attend to customers at the new Embu shop).
Airtel Kenya shrugged off stiff competition from other recognized African telecommunication brands in the category which included Vodacom, Cell C, MTN and Telkom.
The company is also ranked number 4 top African Brands on social media with SuperSport, Expresso and Pick n Pay taking the first, second and their place consecutively.
Commenting on the award, Airtel Kenya CEO Adil El Youssefi said; “Airtel Kenya is ranked top telecommunication brand in Africa because of its commitment to customer satisfaction. We value our customers greatly and invest a lot to ensure that we are always there for them when they need us. Everything we do revolves around our customers, therefore their concerns, queries and comments are extremely important making this continental recognition a great honor for us.”
The Africa Brand Index is a listing of the top brands on social media each month measured by an aggregate score of dozens of social signals. The top brands are shown alongside their metrics and leaderboard position, showing the aggregate scores on a monthly basis.
Social networks are becoming popular gateways for customers seeking help or updates in crisis situations and as a result of this, brands that are committed to their customers and have the capabilities are tapping into them. These social networks such as the worldly renowned Facebook provide a better alternative to busy call centers and may inadvertently, through one post, respond to multiple customers sharing the same problem.
The company is also focusing a great deal of effort on enhancing customer experience with heavy investment on social and digital platforms as well as opening of more new customer service shops and upgrading of the existing ones across Kenya.