MTN: The New Social Player

MTN has proved the very quote, ‘You are what you share’ showcasing its commitment towards its customers all the way through social media. Social media is a technology putting up chances to connect customers with transparency, honesty and integrity. According to a report revealed by social media firm, ZASocial Media, South Africa has got the most engaging mobile operator with its customers through social media; MTN. The firm tracked and analyzed user engagement with the operators from September 11 to October 12 of this year on the Facebook platform. MTN had a shoulder to shoulder competition with Vodacom, the country’s largest operator which treasures 307, 000 fans compared to 166,000 fans of MTN dubbed as the second largest mobile operator in South Africa. Vodacom also adores the sheer number of users “subscribing” to its Facebook feed- but tops SA’s number 1 by having more than double the likes, shares and comments on its posted content.

Furthermore, contradicting to the ‘engagement’ criteria of the report, Vodacom defeated MTN in terms of responding to customer queries rating to 97.2% of queries within three hours of initial posting whereas, MTN rated 95.1%. Telkom was also in the race ranking second with an engagement rate of 3.2%, though it only has 45, 589 fans and responding at a rate of 95.9% to the queries from customers. Cell C also has 76, 805 fans but low engagement at 1.3% but fortunately, deals better with issues, queries from customers within three hours rating 95.4%.

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