Today KLM Royal Dutch Airlines expands its social media customer service on Facebook to offer support 24 hours a day, seven days a week through its KLM USA page. The airline, considered by industry experts as the pioneer of 24/7 customer assistance through social media, began responding to travelers’ queries through its global Facebook page in 2009, and is now starting to roll out the service to the markets. This strategic move is part of KLM’s social media strategy, which focuses on building stronger relationships with its customers and being fully reachable at all times.
In addition to existing customer service channels like the call center and through e-mail, customers can now approach KLM through Facebook with general and flight related queries on topics such as seat reservations, rebooking a ticket or making arrangements for extra baggage.
“KLM USA.’s new Facebook service perfectly aligns with KLM’s goal to be where our customers are,” said Marnix Fruitema, SVP Air France-KLM North America. “This valuable addition to provide customer support through the USA Facebook page contributes to KLM’s objective of providing the most prompt and exceptional service in the industry.”
Along with Facebook, KLM customers can also reach out to KLM’s client support through other social platforms including Twitter and LinkedIn. Travelers who engage over the social media platforms can expect an answer to their inquiries within one hour.
KLM Worldwide has more than 18 million fans and followers on social media of which 14 million fans are on Facebook. The USA page has over 140,000 Facebook fans. The airline receives more than 60,000 mentions per week on social media and approximately 7,000 queries. The KLM customer support team, composed of 150 service agents, personally reply to travelers inquires through the social media platforms. Customers can contact KLM 24/7 in any of the following 14 languages: Chinese, Dutch, English, French, German, Italian, Korean, Japanese, Norwegian, Portuguese, Russian, Spanish, Thai and Turkish.