If you have seen the witty and playful responses Safaricom gives some customers on social media, then you have seen Fedelis Okaroni at work.
He signs off as ^FO on the Safaricom Twitter page and most of the time, his responses contain a football reference.
Football is one of the things that makes him look up and his face light up and so passionate is he about it that he easily incorporates it into his work as a Social Media Specialist for Safaricom while engaging with customers online.
He says using humour is one of the ways to humanize a brand and the engagement is a good way to cut the tension for frustrated customers.
Watch how Fedelis has been using his social media skills to drive engagement on social media.