KLM: Customer support through Social media
 

Dutch news agency ANP today mentions some remarkable quotes from Bram Gräber, MD of KLM Netherlands.

The article states that in the future, a large part of customer contact will lead through social media such as Twitter and Facebook. Since a few days, customers can expect answers from KLM on questions or comments they post on one of the known network sites.

"During the ashcloud we learned in a few days a lot more about social media, than in the months before".

"It's a rich source of information about the customer and the customer will receive an instant answer"

Link to the article (in Dutch): http://www.nu.nl/internet/2368315/kl...ial-media.html

I now wonder if they consider FT as one of the social media sources :D

So where does that leave those of us who don't do Twitter or Facebook?

As soon that I red about this on the NU app, I instantly thought why they wouldn't take FT in consideration. Here I get answers out of experience, sometimes on KL CS, I don't get an answer at all!!! But indeed, during the ashcloud I checked it out and there were many questions and answers. Via PM's, KL solved personal problems.

Actually, I think it's a good thing that large corporations start using online communities to be in contact with their customers. It's a visible and open 'fight' on neutral grounds.

Standard operating procedure already at Delta (amongst others)...

@DeltaAssist

KL has been doing this for a while now. For me its been reasonably successful - some queries they responded, some were bluntly ignored.

Somewhere between the end of the Neolithic Age and the begnning of the Bronze Age. :D ;)

But seriously, social networking sites, including FT, should not entirely replace proper and traditional customer service (albeit KLM may be lacking). But social networking is a good, easy and cheap way to get a message out very quickly and effectively.

We all know what their favorite answer is. :D

Johan

I know NS Hispeed (Dutch railways) use twitter actively to answer questions from customers. In times of massive delays or strikes this can be very helpful, also because the 1:1 answers are most of the time applicable for many other travellers as well.

:D

:confused:

dat is niet mogelijk

The correct term is of course 'het is niet mogelijk'. Please hand in your Platinum card during the next lounge visit. It has been revoked due to insufficient knowledge of KLM.

:D ok ... hangs head in shame

I actually used Facebook to test the KLM function, and it was actually not half bad. Answers came pretty quickly and not some standard prewritten reply...