Always focused on innovation, KLM has started a unique test for a new service on WhatsApp. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via Messenger, Twitter and WeChat. KLM is now offering customers around the world booking confirmation, check-in notification, boarding pass, flight status updates and asking questions in 10 different languages on WhatsApp via the official WhatsApp Business application. KLM is one of the first brands and the first airline in the world with a verified WhatsApp business account.
Together with a small number of businesses, WhatsApp is testing ways for businesses to communicate with customers using WhatsApp. With the verified account there is an opportunity to create value for both customers and the businesses they connect on a daily basis. The WhatsApp pilot programme is aimed at enabling business offer more personalised services. The rollout has already started in a limited number of countries, and the service will become more widely available in the coming days and weeks.
Commenting on the new move, KLM president and CEO, Pieter Elbers, said, “I am very proud that KLM is the world’s first airline with a verified WhatsApp account. This unique partnership with WhatsApp underlines our position as an aviation pioneer. We want to be where our customers are and, given the 1 billion users, you have to be on WhatsApp. With an account verified by WhatsApp, we offer our customers worldwide a reliable way to receive their flight information and ask questions 24/7. This truly is a major next step in our social media strategy.”
The partnership is a great way to rollout dedicated customer service, and here on KLM customers can directly contact the airline’s social media service agents, 24/7, via WhatsApp whether they are at home, airport or on the way. The service is available to customers who book tickets or check in via KLM.com and opt-in to receive information via WhatsApp.
All messages are secure so that they can only be read by the customer and KLM, and no one else, not even WhatsApp. Customers can easily recognise verified businesses using the official WhatsApp business application. This means that customers will see a green checkmark badge next to the KLM contact name on WhatsApp.
Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 100,000 mentions every week, 15,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (Korean), KLM offers her customers a 24/7 one-stop-shop in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, KLM also offers services in Italian.
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