KLM staff now LinkedIn to customers

Online professional networking site LinkedIn is often the go-to destination for those who want to bump up their contact books or hunt for a new role.

However, Dutch airline KLM has opted to use the site to help connect customers with its staff, with passengers simply needing a few clicks to make that all important connection with the KLM team. The airline has already amassed a following of 70,000 on LinkedIn and now passengers can get the information they need from the customer service team around the clock via the site.

From general queries about flights to making additional baggage arrangements, the social media platform will help to create a virtual bridge between KLM customer service staff and passengers. The airline has outlined that it is the first to offer customer services on LinkedIn. Customers can contact KLM in one following languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian and Japanese.

Martijn Van Der Zee, Senior Vice President E-Commerce at Air France KLM, said: "Linkedin falls in line with KLM's strategy to be where our customers are. Linkedin attracts business people worldwide, many of whom regularly travel by air, which makes it the ideal platform for KLM."

Cosmos also shakes up its rep contact methods -Earlier this year Cosmos revealed that it is enhancing its Cosmos Concierge service, following customer research, to enable customers to contact their overseas team 24 hours a day using whichever method is best for their needs. As well as being able to contact the team via email and phone, customers can also connect with Cosmos Concierge team members via FaceTime, Skype, Tango or social media.

The service, which has been made possible through the use of latest tablet technology, is available to holidaymakers from the time of booking until they return home from their break abroad. Commenting on the service, Phil Boggon, Cosmos' managing director, said: "More than 20% of customers have been using the existing Cosmos Concierge service since it was launched in summer 2013 and we expect that figure to rise sharply this summer with the introduction of our enhanced customer offering." If you are heading off abroad on holiday this summer, it is important to organise travel insurance in advance

Date Created: 30 July 2014

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