In other realtime airline news, KLM Royal Dutch Airlines today announced that it would begin displaying its social media team’s live response time in the header of its Twitter account and on the customer support page at KLM.com. It will also be visible on KLM’s global Facebook page shortly.
KLM offers customer service 24/7 in ten languages on Twitter, Facebook and VKontakte. This airline says it will also soon offer customer service on Google+ and Sina Weibo. KLM’s social media team handles about 30,000 messages each week.
In a blog post, the company’s SVP E-Commerce Martijn van der Zee was quoted as saying “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.”
The company announced the new policy in a tweet this morning, which has received overwhelmingly positive response.
Service transparency is important to us! Check our NEW #SocialMedia response time service: http://t.co/a1bz4ALtIO pic.twitter.com/Ci9GCP6P3A
— Royal Dutch Airlines (@KLM) November 20, 2013
Do you think more companies should be posting their social media response times?
