Today, KLM starts servicing customers in Russian and Norwegian on social media. KLM Royal Dutch Airlines customers can now post their travel-related questions in no less than nine languages on Facebook and Twitter.
Customers can approach KLM’s social media network — twenty-four hours a day, seven days a week — with questions about issues such as seat selection, rebooking, cancellation, or reserving space for extra baggage. What is more, KLM does everything it can to answer all queries within one hour and find a solution with twenty-four hours.
The addition of Norwegian and Russian allows KLM to offer even better service in those markets. After all, Norway is an extremely important market for KLM. Following the addition of Ålesund last April, KLM now flies to seven Norwegian destinations. And social media are hot in Russia. Many Russians are plugged into Facebook, Twitter and their very own platform, VKontakte (vk.com). It is for this reason that KLM has chosen to provide extra service to its Russian customers on this growing platform. It makes KLM one of the first companies in Russia to use social media as part of its customer service.
KLM now provides service on Facebook and Twitter in nine languages: English, Dutch, Spanish, German, Japanese, Portuguese, Italian, and now Russian and Norwegian as well. To provide even better service to more customers, KLM will continue to expand the number of languages.