Airtel Kenya leads in online customer care in Africa

Africa Brand Index, a listing of the most successful brands in Africa, has once again recognised Airtel Kenya for its use of social media as a tool for customer engagement.

The Africa Brand Index social media index is a listing of the top brands on social media, measured by an aggregate score of dozens of social signals. Airtel Kenya has been listed as the second best telecommunication brand on social media in Africa based on its growth and response rate on the rankings provided by the index as shown in the link In the overall ranking of the top brands on social media, Airtel Kenya is positioned seventh in Africa. Vodacom South Africa as the top telecommunications brand in the continent while SuperSport is the overall leading brand on social media in Africa.

“Social media platforms continue to transform the way businesses connect with customers. Platforms such as Facebook and Twitter have allowed services providers to communicate and assist customers in the most creative, interactive, personalized and efficient way.  We are greatly encouraged with the recognition of our efforts to improve service delivery and customer experience through the use of social media platforms,” said Airtel Kenya CEO Adil El Youssefi.

In August this year, Airtel Kenya was recognized as the top Social Media Brand in Kenya by the Africa Brand Index based on its growth, sentiment, content and response rate on the rankings provided by the index as shown in the link: In July this year, the company was recognised as a global best practice case study by Socialbakers, a global social media analytics firm for outstanding performance in serving customers online. This award recognized the company’s outstanding use of online social media platforms in engagement and resolution of customer issues.

The index methodology utilizes the most important social media signals are used to benchmark every brand on the continent to produce a single score. This score is an aggregate of the analysis of a brand's social media growth, engagement, sentiment and various other social signals. The score is aggregated to a percentile score ranging from 1 to 100, where 100 represent the best possible score. The metrics for analysis include a weighted distribution of key metric groupings across Facebook, Twitter, Instagram and YouTube analysis for each brand. The analysis has a large weighting towards consistent community growth, community engagement, positive sentiment and brand engagement with the community.

 Social media networks, especially Facebook and Twitter, have become popular gateways for customer seeking help or updates in needy situation and as a result of this, brands that are committed to their customers and have the capabilities have tapped into them.

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