Safaricom on Twitter, One Year Later!

Safaricom are doing a great job of providing customer support using their twitter account; @safaricomltd . I would dare say that of all Kenyan companies using twitter, Safaricom provides the best customer support via twitter.

These are the changes and developments that have occurred since I reviewed the Safaricom twitter account one year ago;

• The focus of the twitter account is clearer; customer support, announcements and service notifications.
• Safaricom's customer service contact information is displayed on the twitter web page;
• The Safaricom twitter account has 6,695 followers!
• Safaricom has a twitter champion, new CEO, Bob Collymore. Bob regularly uses his twitter account @bobcollymore for personal stuff, to notify customers about Safaricom services and to seek feedback!  He has 5,724 followers.
• There are dedicated social media (Twitter and Facebook) employees, two as at mid-December 2010 when they accompanied Bob Collymore to Mindspeak
• The discipline of the staff that manage the @safaricomltd account is fantastic. They do a great job of  addressing the complaints and issues sent to them and avoiding the ugly comments that sometimes accompany the problems.

The @safaricomltd twitter account is now my default way of seeking assistance from Safaricom. I was thrilled by the last interaction I had. I tweeted seeking help on the expiry dates of the internet data bundles I had purchased and received a phone call from a customer service agent who answered my question.

I have seen many other tweets from customers who were pleased with the resolution of their problems by the Safaricom twitter team.