According to Safaricom, its “Celebrating Customer Care Week with Fans” campaign run by digital agency Squad Digital, won the nomination.
“The majority of Safaricom’s online audience is composed of young Kenyans between the ages of 16-25 who are typically very social,” Safaricom said.
“Safaricom assembled an online team dedicated to handling online queries, and we were tasked to build relationships with Safaricom’s online audience by personalizing communication on the Page.”
Safaricom launched the campaign, which still runs, on November 1, 2012.
According to the company, it saw an increase of 4,000 page fans during the two days they ran a new promotion dubbed “Save the Newbie” campaign in December last year.
Safaricom went on to handle 39,000 customer care queries on social media during the time they ran the customer care week under the Save the Newbie campaign. It has also reported it saw an increase of queries from the audience on various areas of the company’s products.
“Safaricom's audience immediately embraced the campaign and began to build relationships with the customer care team, often directing queries to specific online customer care resources and responding to casual posts like ‘Good morning’ and ‘Good night!’,” the company reported.
Just last week, SocialBalkers named Safaricom as one of the most devoted brands on social media. The company ranked second and fourth on Twitter and Facebook respectively globally in terms of using social media to reach out to customers.
The Facebook-Studio awards shortlist includes names from big advertising companies such as AY&R and McCann International.
According to Facebook, the awards are meant to market the effective and creative ways brands can use its platform for advertising.