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Airtel Kenya wins global best practice case study recognition

By Standard Correspondent | July 30th 2015

NAIROBI: Airtel Kenya has been recognised as a global best practice case study by Socialbakers, a global social media analytics firm for outstanding performance in serving customers online.

The award recognises the company's outstanding use of online social media platforms in engagement and resolution of customer issues. With tens of thousands of Twitter followers and hundreds of thousands of Facebook fans in the country, Airtel has been singled out as being socially devoted and receptive to its customers, receiving and responding to questions and communicating within the shortest time possible.

A brand qualifies to be 'Socially Devoted' if it responds to at least 65 per cent of audience questions on Facebook and/or Twitter. Airtel Kenya CEO Adil El Youssefi said the firm's success in social media is driven by the value it places on customer satisfaction. "The evolution of social media is truly an excellent tool to create a community where we can engage our customers to improve customer satisfaction, loyalty and value," he said.

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