KLM social media customer service has gone further than Facebook and Twitter to LinkedIn, making them the first airline to provide the service via the networking site.
KLM are known for their already huge social media presence with 6 million Facebook fans and over a million followers on Twitter. Back in February, KLM became the first airline to introduce payment via Facebook and Twitter. So it’s fair to say they make good use of the online tools available.
To add another string to their “online” bow, KLM have added LinkedIn to their list. The airline has more than 70,000 followers on LinkedIn who benefit from business focused blogs and product information. As of this week, customers will now have 24/7 customer service from KLM via LinkedIn.
KLM is the first airline to offer customer services through the site for passengers with general and flight-related queries on topics such as seat reservations, rebooking a ticket or making arrangements for extra baggage.
Senior Vice President E-Commerce at Air France KLM, Martijn van der Zee has said that offering customer services through LinkedIn falls in line with KLM’s strategy to be where customers are.
Making sure all types of customer are covered, KLM obviously don’t want to leave business travellers out.
KLM’s social media customer service army consists of 130 employees who are available 24/7 and can between them speak Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian and Japanese.
Do you think this kind of investment into a readily available customer service team is important for an airline to keep happy customers? Is LinkedIn a good place to provide service or is it only limited to business conversations? Facebook and Twitter have obviously proved themselves as important in customer service for airlines. Another networking tool can’t do any harm, especially with programs like hootsuite managing all queries in one place but is LinkedIn worth the time?
What do you think?
KLM’s Pieter Elbers will be joining us at the World Low Cost Airlines Congress 2014 in London this September. Follow the banner below to find out how you can join us and some of the biggest airline CEO’s in the industry.