Kenyan Brands Embracing Social Customer Care

Kenyan companies are increasingly taking to social media platforms to address customer care concerns and promote their corporate social responsibility projects.With rapidly expanding internet access, there is now a critical mass of Kenyan consumers who discuss companies, brands, products and services on social media.

socialcustomercare2

The uptake of Internet services has seen companies dump the traditional customer care model of call centers, which often had numbers that did not work or kept customers waiting for hours

Platforms such as Facebook and Twitter provide a cheaper and efficient medium of communication, especially for retail-focused companies that have a huge customer base such as banks, telcos and utility companies. Kenya’s total Internet users was recorded at 23.2 million as at September 2014, according to the Communications Authority.

Kenya Power, Safaricom and Equity Bank have been ranked among top firms which use social media platforms to engage in customer relations management. Other companies commanding online presence according to key metrics such as community growth and content engagement include;

  •  Airtel Kenya
  • KCB bank Group
  •  K24 TV
  • Capital Fm Kenya
  • Kenya Airways
  • Citizen Tv Kenya
  • Co-op Bank Kenya
  • Zuku Official
 The three firms have been feted for using social networking sites such as Facebook and Twitter to respond to consumers’ comments and questions in the year to December 2014, accoreding to a report by Socialbakers, a Czech-based firm.

Kenya Power is ranked the world’s most ‘‘socially devoted’’ industrial company after answering more than 15,000 queries posed by electricity consumers on Facebook in 2014. It is still very active both on Facebook and Twitter at responding to customer concerns and providing regular updates on power outages in affected areas.

Safaricom was named sixth in the telecommunications field, having tackled 26,288 questions through its Facebook accounts. Equity Bank finished at position 11 globally in the financial institutions category, losing its place as the world’s number one lender in using social media to power its customer relationship management (CRM).

As much as access to the digital space has grown exponentially, usage by corporates is still very uneven: It appears that many Kenyan corporates have not yet fully grasped the potential of social media, nor thought systematically about building their online presence. Some haven’t looked at the digital space at all, others have a degree of awareness of social media, but little tangible understanding of how to manage this space. As a way of communicating with the public, advertising goods and services, and maintaining the company’s brand or reputation, social media accounts need to be treated with the same attention and diligence that a company would devote to traditional media.

@kendesk_ke

customer@kendesk.com

 

.

 

 

 

Comments

comments

About the Author

Sharon Adisa
Sharon is a writer and editor who strives to continually further both the depth and breadth of her skills as a writer so as to contribute superior work and deliver client and customer satisfaction.

18 Comments on "Kenyan Brands Embracing Social Customer Care"

  1. When someone writes an paragraph he/she keeps the image of a user in his/her mind that how a
    user can be aware of it. Thus that’s why this article is amazing.

    Thanks!

  2. This excellent website truly has all the information I needed about this subject
    and didn’t know who to ask.

  3. I’m not that much of a internet reader to be honest but your
    sites really nice, keep it up! I’ll go ahead and bookmark your
    website to come back down the road. All the best

  4. Greetings! This is my first visit to your blog!
    Great insights on why brands need to embrace social customer care.

  5. Pretty! This has been a really wonderful article.

    Thanks for providing this information.

  6. Awesome issues here. I am very glad to see your article.
    Thanks sso much and I’m taking a look forward to contact you.
    Will you kinddly drop me a e-mail?

  7. LinkedIn– This best social network internet site permits you to find jobs via your lengthy network.

  8. Good post. I definitely appreciate this site. Continue the good work!

  9. This article is much better than George Carlin shows.

  10. Wonderful article! We are linking to this particularly great content
    on our site. Keep up the great writing.

  11. Very nice post. I simply stumbled upon your blog and wanted to say that I have
    truly loved surfing around your blog posts.
    After all I’ll be subscribing on your feed and I’m hoping you write again soon!

  12. Excellent pieces. Keep posting such kind
    of information on your page. Im really impressed by your site.

    Hey there, You’ve performed an incredible job. I will
    certainly digg it and personally recommend to my friends.

    I am confident they will be benefited from this website.

  13. Appreciate this post. Let me try it out.

  14. You’ve made some decent points there. I looked on the
    internet to learn more about the issue and found most people will go along with your views on this web
    site.

  15. Saved as a favorite, I love your web site!

  16. These are actually fantastic ideas in regarding blogging. You have touched some fastidious
    things here. Any way keep up wrinting.

  17. Great, thanks for sharing this article post. Awesome.

Comments are closed.