Director of Community and Public Relations at Ooredoo, Fatima Sultan Al Kuwari, said:
To achieve the internationally-recognised ‘socially-devoted’ status is a great achievement for Ooredoo, as it demonstrates the strength of our connection with our customers. Social media is a useful tool for us to respond quickly to customer’s comments and we’re making sure that we engage transparently with the people of Qatar through these channels.’
Presented by leading online media analysts Socialbakers, ‘Socially Devoted’ status is a globally-respected standard for companies that have delivered incredible levels of social media customer care.
Since launching its Facebook and Twitter presence, Ooredoo has grown into the top social media brand in Qatar, and for many customers its online presence is the first contact point for questions, complaints and requests for information.
Ooredoo’s Facebook and Twitter pages received the Socially Devoted status on the basis of high response rates and on-going engagement with the local community. Other brands that made Socialbakers’ Socially Devoted status in Q4 2013 include global companies Next, KLM and Volkswagen.
To achieve the Socially Devoted status, companies must maintain a two-way dialogue with customers – posting information, offers or content regularly and also responding to at least 65% of their follower’s questions in good time.
Response rates for industries on Facebook and Twitter show that, globally, communications companies are third best in terms of response rates, following on from airlines and banks. Ooredoo taking the lead in Qatar demonstrates how far the company is investing in customer service across all its operations.