KLM rolls out unique WhatsApp Business test

Some time ago, WhatsApp announced it would introduce a business version and KLM is now one of the first airlines and one of the first companies in the world with a verified WhatsApp business account.

In doing so, KLM is continuing the roll out of its innovative media strategy, giving its passengers the potential provided by an extra communication channel. All flight documentation can be accessed via WhatsApp after the WhatsApp opt-in is chosen.

“KLM wants to be where its customers are. With 1,2 billion users worldwide, WhatsApp is extremely important. That’s why we are very proud to be able to add WhatsApp to our social media channels, so our customers can use it to access their booking confirmation, boarding pass and flight status updates and receive check-in notifications. To achieve this, KLM has built a large number of applications. One of them was built together with Gen25, enabling us to load all service questions in our Salesforce CRM system.” says Martine van der Lee, Social Media Development Manager at KLM.

Martine van der Lee, Manager Social Media Development with KLM Martine van der Lee, Manager Social Media Development bij KLM

Gen25 has built middleware that gives KLM the opportunity of communicating in real-time with customers via WhatsApp from the Salesforce Platform. In this chat window, KLM Social Agents can see automated messages, like boarding passes and answer questions directly. Gen25 has been working for KLM for some time, including on the possibility of receiving this communication via Facebook Messenger and WeChat. In 2016, KLM became the first airline to offer this service.