KLM Royal Dutch Airlines and WhatsApp have started a unique test for a new service by offering customers with booking confirmation, check-in notification, boarding pass, flight status updates all around the world. They have joined forces as ways of creating value for customers and businesses with hassle free service ready-to-hand in the next few days.
The WhatsApp official business application account will allow customers to ask questions in ten different languages. KLM is one of the very first airline companies worldwide to come up with a verified WhatsApp account.
“KLM is proud to be the world’s first airline with a verified WhatsApp account. This unique partnership underlines our position as an aviation pioneer. We want to make it possible for KLM to connect with customers in a fast and personal way on WhatsApp” says KLM President & CEO Pieter Elbers.
Mr Pieter Elbers adds “We offer to our customers worldwide as a reliable way to receive their flight information and ask questions 24/7 (24 hours a day, seven days a week). This truly is a major next step in our social media strategy.”
KLM flight information is easy to find through the verified App, it gives easy access to information, making it available at the airport, en route or at home. Customers can contact KLM’s social media service agents directly. The service is available to customers who book tickets or check in via KLM.com and opt-in to receive information via WhatsApp.
Messages are secure and can only be read by the customer and KLM. Customers can easily recognise and verify their information by using the official WhatsApp business application. This means that customers will see a green checkmark badge next to the KLM contact name on WhatsApp.
KLM has gained a reputation as a pioneer in the field of social media services and campaigns since 2009. The airline has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 100,000 mentions every week, and 15,000 can be questions or remarks.
The questions and remarks are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. Apart from WhatsApp, the airline has also been using other social media, including Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (Korean).
KLM offers a one-stop-shop in nine languages in Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese, Korean and Italian. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via Messenger, Twitter and WeChat.
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