RightNow is powering great customer experiences for airline KLM Royal Dutch Airlines.
With RightNow CX, the customer experience suite, KLM is delivering dynamic support information to customers on its award winning mobile website.
The KLM mobile site is now receiving more than 20 thousand visits per day as travellers increasingly rely on smartphones to check-in and find answers to their questions while on the move.
KLM’s mobile site allows passengers to book flights, check-in, check flight status, and, with RightNow CX Intent Guide, receive easy and quick access to answers to their queries.
Using advanced natural language search technology, Intent Guide understands exactly what website visitors are looking for and immediately delivers high-value, relevant content.
For example, a passenger who is worried about the space in the specific seat class they have purchased might type ‘long legs’ into the search box. This passenger will instantly get an answer about the space for all different seats.
KLM has used RightNow CX Intent Guide on their corporate web site since 1997, and extending RightNow Intent Guide to their mobile web interface was the next critical step to continuing to elevate their customer experience.
KLM’s passengers expect the same customer experience via their smartphones as when searching via their laptop or PC.
The consistency between experiences means that customers are left feeling positive about the brand.
“We’re aiming for ten per cent of our overall online visits to occur on the mobile site.
“To achieve this goal, we must deliver an excellent customer experience every time customers interact with us,” says Rob Zwerink, director of e-development at KLM.”