In an initiative that reflects touch’s strategy based on a fully integrated customer-centric approach, the leading mobile operator managed by Zain announced that its twitter account followers reached 100,000 users.
In this line, the Vice Chairman and General Manager of touch, Wassim Mansour granted the twitter follower number 100,000, a free data package of 100,000 Megabytes.
Commenting on this achievement, Wassim Mansour stated: “touch has always invested efforts and resources to strengthen its direct interaction lines with customers, especially by communicating with them using social media channels and particularly twitter. In this respect, our social media customer care team handles around 1000 cases per month, while every inquiry is answered within 2 hours on average. More than 70% of cases are closed online, while less than 30% are forwarded to the traditional customer support channels for further follow-up.”
Mansour also added: “Our fan base is mainly composed of young and dynamic people. The high level of care extended to our online customers has impacted positively their interaction with our brand, as we enjoy a solid backing from a significant number of digital active supporters who engage in touch initiatives with great enthusiasm.”
