KLM Opens Up Customer Service via WeChat

KLM WeChatDutch airline KLM has launched a CRM service over Chinese chat platform WeChat.

Chinese passengers will be connected to KLMs customer service team via its existing Salesforce Service Cloud portal, courtesy of Nexmos Chat App API.

KLM already receives approximately 70,000 mentions each week globally via social platforms, and the introduction of WeChat support is intended to widen the net yet further. WeChat is a big deal – it has 600m monthly active users globally – and especially in China, which accounts for around 500m of those users.

“We sincerely believe that we can service our customers best by being where they are,” said Karlijn Vogel-Meijer, manager, social media, at KLM. “Apart from the one-to-many platforms, like Facebook, Twitter, Instagram and LinkedIn, we are seeing enormous growth of social communication platforms like WeChat. Salesforce is the backbone of our social organization and Nexmo offers us a solution to add platforms like WeChat to our CRM system.”