Airtel, the top social media brand in Kenya

Airtel has been recognized as the top Social Media Brand in Kenya by the Africa Brand Index, a listing of the most successful brands in Africa on social media, according to key metrics such as community growth, content engagement, sentiment and dozens of others.    

The Africa Brand 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 top brand on social media in the country based on its growth and response rate on the rankings provided by the index as shown in the link: http://africabrandindex.com. The company has also been recognized as the second top Telecommunications Brand in Africa on Social Media, coming in ahead of MTN South Africa. Vodacom South Africa is the top telecommunications brand in the continent.       

With tens of thousands of @Twitter followers and hundreds of thousands of Facebook fans in the country, Airtel Kenya has not only been singled out as the top Kenyan brand on social media but was also recently recognized as a global best practice case study on social care. The company has made significant strides in being socially devoted and receptive to its customers, receiving and responding to questions and communicating within the shortest time possible.

In July, Airtel Kenya was recognized 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.

Airtel was 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 percent of audience questions on Facebook and/or Twitter.

Social network signals are weighted approximately according to their overall usage on the continent - Facebook signals therefore would contribute highest in countries where Facebook usage is higher than other social networks.

Social media has been a key channel for Airtel Kenya to interact with its customers and it remains at the heart of its communication strategies. As evidenced of the power of social media, the company actively engages with its customers via social media platforms which include Facebook, Twitter, Instagram, YouTube and Google Plus. 

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.