Ooredoo Leads the way in Social Media

Followers become advocates and customers become brand ambassadors through innovative digital engagement

Mobilk - With over 133,000 Twitter followers, 9,850 Instagram followers 187,000 Facebook Likes, 4,600 YouTube subscribers and 8,800 followers on LinkedIn, Ooredoo ranks number one among social media brands in terms of total follower base of local Omani fans in the Sultanate. By keeping its finger on the pulse and staying in-tune with customer needs and community trends, Ooredoo has become a market leader in social media and uses the channels to actively engage customers; turning followers into advocates and customers into brand ambassadors through innovative engagement initiatives and a whole load of passion.    

“It’s all about how a brand connects with its community and how it understands and delivers what customers want.” said Raed Dawood, Director of Corporate Affairs at Ooredoo. “Ooredoo‘s values are centred on caring for our customers, connecting with them and challenging ourselves to add value to their lives and this is where social media is key. The rise of various social platforms over the past few years has been astronomical and we have focused on building our presence in a unique way from the very beginning.” 

Setting itself up to lead social media trends in the country, the company was one of the first in Oman to integrate social media into its customer service delivery methods and also the first telecom operator to introduce a payment portal through Facebook. It was also one of the first brands in the Sultanate to adopt new platforms such as Instagram and Snapchat to further engage with younger customers as well as showcasing Omani talent through its one-of-a-kind Instragram photography competition, which later became an exhibit in Muscat Grand Mall. Ooredoo was also behind the launch of the first national hashtag; #OurOman generating over 3,500 posts. The Company’s underlying goal is to inspire people from different walks of life to ‘do more’ and ‘be more’; to help people achieve their dreams. 

Dawood added, “Social media is evolving every day and we intend to stay ahead of the curve by offering new and upgraded online customer experiences as they increasingly use social media to connect with their friends, family and communities.”

The CEO of The Online Project, Ooredoo’s partner in social media, said “From the outset our aim for Ooredoo was for the company to become number one in Oman on Social Media. But being number one in terms of followers is not the whole picture; being number one in customer service and engagement is the ultimate goal and we feel Ooredoo have achieved this, which sets them apart.”

Understanding the nature of this dynamic mode of communication, Ooredoo has not only focused on its customers but has also trained its employees on the latest in social media through internal workshops, teaching family members the tips and tricks to best capitalise on, and use, these influential channels. Social media has also played a key role in Ooredoo’s Corporate Social Responsibility initiatives, building a network of supporters during the Goodwill Journey using ‘live tracking’ and by keeping the community well-informed of developments.