The reason behind the achievement is the active involvement of the mobile operator in social media. The customers can follow the interesting posts by Nar and write directly their requests to Nar over the Twitter, Facebook and other social networks. Since Nar is the first and yet the only mobile carrier providing full customer care service through the social media. Internet users can write to Nar without any further redirection and take the benefit of customer service regardless of their location.
Yet Twitter users are not limited to requests about the services; they write to Nar on any topic they wish and always get feedback. Therefore, according to the statistics of 2016, Nar’s Twitter page had an average activity of 544 per 1000 followers. That means the Nar’s Twitter page is the most active corporate page in Azerbaijan.
Alongside with that, in 2016 requests through Nar’s social media pages increased 84% in comparison with 2015. Although the amount of requested increased, the service quality also kept growing very steadily; so, according to Facebook, Nar’s page answers 98% of the requests within the minutes.
Not only Twitter, Facebook, YouTube and Instagram is included in Nar’s social media activity, but also Google+ and SoundCloud is where users can follow and interact with Nar. Providing high quality service to the customers and also making interesting publications for the followers through the social media is part of Nar’s customer-oriented policy. As a success of this strategy Nar won prestigious social media award Bomba. This award is dedicated to the bloggers, users and corporate pages sharing interesting content in Twitter, Facebook, YouTube and Instagram. All the candidates are chosen by the social network users. Then the jury of the award chooses winners among the candidates. Social media users chose Nar in three nominations: “the best tweet of the year”, “the best Facebook page of the year” and “the best Instagram page of the year”.
It is already several years that Internet users follow Nar’s pages in Twitter, Facebook, YouTube, Instagram and other social networks to get in touch with Customer Care, to know about the Nar’s campaigns and new products, or simply to follow interesting posts.