We are here to Inspire you to create content that resonates, connect with your community and save time! COVID-19 Brought Up Some Interesting Challenges and Opportunities For The Telecom Industry. Read more.

1. State of the
Telecom Industry - COVID19
April 2020

2. During this ongoing crisis, the Telecom industry is evolving from
being seen by the public as a nice-to-have to a must-have. The
Internet will become an utility similar to water and electricity,
leading to price regulations.
Both demand and usage have been greatly impacted by:
● Entire educational systems moving online in the span of a
few weeks.
● 80% of the Government and Private sectors working from
home.
How is COVID-19 Impacting
The Telecom Industry

3. Driven by the objective to be part of the solution, a number of telecom
operators in the MEA region are responding to the pandemic by
directly supporting businesses, governments, individuals and
households in dealing with COVID-19.
Examples include:
● Saudi Arabia’s three main mobile network operators have agreed to
waive bills in April for citizens and residents who remain under
quarantine.
● Etisalat announced it will grant free access to businesses to use its
online collaboration platform for 3 months.
● Zain KSA has allowed its users free browsing on educational platforms
to facilitate distance learning in addition to governmental and health
applications & websites.
● The Telecommunications Regulatory Authority in the UAE
announced it has coordinated with Etisalat and du to grant free internet
data via mobile phones to families without home internet services.
What’s the Situation like in MEA?

4. Social Media Data Trends
What’s Happening Now?

5. Companies are Decreasing their Advertising Budget
A hidden opportunity for Telecom to increase Reach at lower costs

6. Cost per Click has Declined
Telecom can now Maximise Social Media ROIs

7. Click-through Rate is Consistent
Telecom can continue to evaluate their Ad content, creative and CTA

8. How Did COVID-19 Impact The Telecom Industry
Social Media Performance In MEA?

9. Community Growth
Does Telecom have a strategy to gain new followers?
● Looking at data from Q1 we
noticed a steady growth across
all social media platforms. All
Facebook pages in this analysis
experienced a huge drop in
followers during the last weeks of
February. However, numbers
began to climb up in March.
● We believe the drop could be
associated with the start of the
COVID-19 lockdown in different
parts of MEA in addition to a
Facebook followers purge.

10. Content Production
How is Telecom contributing to content creation?
● Content production fluctuated
during Q1 2020 with a total of
335.05k posts published by 178
Telecom profiles across
Facebook, Twitter, Instagram
and Youtube. The most active
platform was Twitter with
88.31% of all published content.
● COVID-19 related content began
to increase end of February.

11. Interaction Growth
How crisis has led to a spike in Interactions for Telecom?
● Overall interactions increased
at a consistent rate with
audiences mostly liking/reacting
to content. While community size
and number of content pieces
spiked, engagement rate did not
experience any considerable
change.

12. Customer Service
How can Telecom improve Response Time?
● During Q1 we can see an increase in the volume of comments together with a concerning sentiment of comments which was mainly
negative.
● We have identified the top 2 negative comment topics: “Slow response time” & “Internet Issues”. “Slow Response” received the highest
number of negative comments.

13. COVID-19 Content
What performed well on Facebook?
● Telecom brands each approached the COVID-19 subject differently. The top 4 posts here discussed the topic as follows: the first 3 posts
focused on the role of Telecom companies in supporting their customers while they stay at home. The last one was related to fundraising.
STAY AT HOME FUNDRAISING

14. COVID-19 Content
What performed well on Twitter?
● Telecom brands each approached the COVID-19 subject differently. The top 4 posts here discussed the topic as follows: the first 2
tweets focused on cashless payment for donations and transactions, with the third tweet focused on promoting a package and the last
one being related to donations by the telecom operator.
PROMOTING CASHLESS
PAYMENTS
SPECIAL BUSINESS
PACKAGES DONATIONS

15. COVID-19 Content
What performed well on Instagram?
● Telecom brands each approached the COVID-19 subject differently. The top 3 posts here discussed the topic as follows: the first 2
posts focused on promoting free packages & upgrades and the last one used influencers & artists to help promote the message of
staying at home.
FREE PACKAGES & UPGRADES STAY AT HOME

16. Content Inspiration
What are Telecom brands posting about? Main Message
● Telecom brands approached the COVID-19 subject differently, but the main message was the safety of their customers.
● The top 3 posts here discussed the topic as follows: the first 2 posts focused on promoting free packages & upgrades and the third one
used influencers & artists to help promote the message of staying at home.
#STAYSAFE & STAY CONNECTED

17. Content Inspiration
What are Telecom brands posting about? Other Messages
FREE PACKAGES
NETWORK NAME
UPDATE
SUPPORT MEDICAL
SUPPORT

18. How can Socialbakers help Telecom with
Social Media Performance?

19. COVID-19 Time Challenges
Save time with Socialbakers!
1
Look
A
fterYourA
udience
Effortlessly
m
anage
the
increased
volum
e
ofcom
m
ents
and
D
M
s.
2
ProtectYourB
rand
M
onitoraudience
sentim
entand
catch
negative
trends
early.
3
Significantly
B
oost
Engagem
ent
Boostengagem
entand
create
content
youraudience
reacts
to.

20. COVID-19 Content Opportunities
We are here to Inspire you to create content that resonates!
Tailor Your
Content
Personalize your content more
deeply than ever with audience
analysis and insights
Create New
Customers
Convert audiences into
customers
using the right content at the
right time
Nurture Brand
Trust
Form closer ties with your
audience, foster good sentiment,
and grow your fan base
03
01 02

21. How To Achieve Your Business Goals?
Empower your teams & Align your organization
Interacting With
Your Community
How can you manage
sudden peaks in incoming
requests?
Competitive &
Performance Intel
Get intel at your fingertips
& Adjust your strategy!
Collaborating &
Creating Content
Oversee 12 Million top
brands content
in a single place
Picking the Right
Influencers
Bring the right advocates
onboard
v

22. Organize
Your
Community
Feeds
● Sort comments by date and by
number of followers (attend to
influencers in a timely manner).
● Base your Community
Reporting on categorising
comments to understand the
most pressing matters and most
discussed topics in your
audience.
● Save time by preparing FAQs
regarding most asked
questions.

23. Make
Customer
Feedback
Actionable
● Understand the patterns of
negative comments to prepare
FAQs and report on issues.
● Understand the pattern for your
competitors as well - it will
give you an indication of the
challenges they are facing,
presenting an opportunity for
your offering.
● Understand the positive
comments to prepare better
content for your audiences.

24. Pick The
Right
Influencers
● Use our Influencer module for
vetting and picking the right
influencers to promote your
services.
● Look into brands they worked
with in the past to ensure that
they have not worked with
competitors.
● Connect their Insights in Suite
to understand their audiences -
and report on their successes
after your collaboration.

25. ● New Follower Growth: Use
analytics to understand the
reason behind the peaks of
new followers gained and if
they were triggered by an
announcement or specific
content.
● Ranking Against
Competitors: Don’t get left
behind! Get competitive
insights with Content Hub
and Analytics.
Competitive &
Performance
Intel

26. Further
Analyze Your
Content
● Group your content using
Rule Based Labeling. Label
types to consider: products
and packages, competitors,
campaign names or
hashtags.
● Sentiment Analysis: Use
automated sentiment to track
your follower satisfaction and
discover your competitors
most controversial content!

27. ● Find the new COVID-19
dashboard template in your
account and use it to analyze
your social media
performance in light of the
current situation.
● Use our clickable COVID-19
dashboard to look up the
pieces of content that drove
engagement peaks.
COVID-19
Insights

28. Use Content
Hub to Gain
More Insight
● Find the most popular
content, or any newsworthy
trends in the industry. Track
competitors and analyze their
output.
● Once you find the top content,
analyze it for patterns and
themes. Use this information to
create engaging content.
● Consider setting up saved
searches based on relevant
criteria - this will save you time
in the long run.
1
3
2

29. Find
Content
Inspiration
● Get inspired by popular
posts! You can search our
database by industry, platform
or country.
● You can further fine-tune your
search by choosing keywords,
media type or object
recognition.

30. Create
Collections
● Collect all inspiring content in
one place. You can also upload
your own content ideas from
your device or Google Drive.
● Easily share and discuss
ideas with your team, leave
feedback and decide on further
content strategy.
● Once you decide on your next
post, Publish it from within
collections to save your teams
time and resources.
1
2
3

31. Thank You!
Heba Al Nabulsi
Social Media Consultant
Barbara Németh
Data Insights Analyst
Dina Masri
Onboarding Manager
in/hebaalnabulsi in/dinamasriin/barbara-nemeth