KLM Surprises Again! Live Reply to Social Media


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Amstelveen, the Netherlands, 19 September 2011 – Today, KLM Royal Dutch Airlines announces its unique 24-hour service to social media. Starting at 12:00 noon and extending late into the evening, 450 volunteers based in a KLM hangar will provide live replies to questions appearing on Facebook, Twitter and Hyves.

Live Reply involves the deployment of 450 KLM volunteers, working in three shifts, who will answer Tweets, Facebook posts, or Hyves ‘scraps’ using just 140 characters. It is just one more way for KLM to show how it meets the needs of its customers — up close and personal.

“Today’s campaign should show, in a special — and, more important, personal way — that we’re willing to go the extra mile for our customers,” says Martijn van der Zee, SVP
E-commerce AF KLM. “KLM has been extremely active in social media since the spring of 2010. We can’t imagine communication with our customers without social media anymore.”

KLM believes it is important to let everyone know about the service that KLM offers in social media — hence this announcement. Using the social media, KLM will answer every customer message personally within one hour, twenty-four hours a day, seven days a week.

‘Followers’ and ‘friends’ can reach KLM through the social media, whether in Dutch or English, and ask anything that has to do with their travel or tickets. And KLM will inform its followers about the latest KLM news and any interesting campaigns.

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