Case Study: KLM Airline

KLM Royal Dutch Airlines is a good example of how to support customers post-sales. While passengers are making their flight booking, they have the choice to opt into receiving flight-related messages from KLM on WhatsApp. After that the airline uses a chatbot to support the customers, in 10 different languages, via WhatsApp during their journey, from booking confirmation, check-in notification, boarding pass, flight status updates to answering their questions in 10 different languages.

KLM is one of the first companies and the very first airline worldwide with a verified WhatsApp Business account.

Booking Confirmation #

Right after the customers make the booking, a confirmation message along with the PDF document of their booking details is sent to them.

Check-in Information and Boarding Pass #

When the flight’s check in is opened, customers get informed about it and can click on the link provided to do their online check in.

Flight Change Notifications #

In case any changes happen to the flight, such as delays, customers get notified.

24/7 Customer Support #

If customers need assistance or questions regarding their flight, the airline helps them over WhatsApp around the clock.

KLM’s use of WhatsApp for customer support is a great example of how to make customer’s experience simple and hassle-free by centralizing all of their customer interactions over their favorite messaging app, WhatsApp. The airline has received an average of nearly 80% of customer satisfaction.