KLM: Customer support through Social media
Oct 31, 2010, 1:20 pm
#1
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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
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
Oct 31, 2010, 2:46 pm
#3
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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.
Oct 31, 2010, 2:55 pm
#4
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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.
Oct 31, 2010, 2:58 pm
#5
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Nov 1, 2010, 1:17 pm
#7
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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.
Nov 1, 2010, 2:18 pm
#9
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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.
Nov 1, 2010, 5:06 pm
#13
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