KLM Royal Dutch Airlines is introducing a live response time display for its social media services at KLM.com and Twitter. Herewith KLM shows that it lives up to its promise to respond to questions and requests within one hour.
“We believe in the transparency of social media. Customers want to know what to expect from us. We now offer them real-time insight into our response time.”
Martijn van der Zee, SVP E-Commerce AIR FRANCE KLM
The social media live response time can be seen in the header on KLM's global Twitter account (http://twitter.com/klm) and on the customer support page at KLM.com. It will also be visible on KLM's global Facebook page (http://facebook.com/klm) shortly.
KLM offers customer service 24/7 in ten languages on Twitter, Facebook and VKontakte. This service will soon be expanded to include Google+ and Sina Weibo. KLM’s social media team handles about 30,000 messages each week.
US customers are also able to find local messages from KLM's two US based social media accounts http://facebook.com/klmusa and http://twitter.com/klm_us.