KLM uses cloud to engage Chinese customers via WeChat

KLM Royal Dutch Airlines is now engaging with its Chinese customers on WeChat through the Salesforce Service Cloud, according to cloud communications platform company Nexmo. The technology is made possible by its Chat App API, which Nexmo says allows the airline to process and handle user inquiries from WeChat more efficiently based on previous interactions with users on multiple platforms.

“We sincerely believe that we can service our customers best by being where they are,” said Karlijn Vogel-Meijer, a social media manager at KLM Royal Dutch Airlines in a statement. “Salesforce is the backbone of our social organization and Nexmo offers us a solution to add platforms like WeChat to our CRM system.”

According to Vogel-Meijer, the airline is seeing enormous growth from its various social media platforms such as Facebook, Twitter, Instagram and LinkedIn, as well as social communication platforms such as WeChat. Indeed, social communication platforms make up four out of the top six largest social platforms with QQ, Whatsapp, Facebook Messenger and WeChat challenging Facebook and Qzone, according to social media agency We Are Social.

WeChat recently crossed the 600 million active users mark. Unlike rival platform WhatsApp, which has attempted to focus on core messaging and only rolling out new capabilities gradually, the WeChat platform has constantly working on adding new features to its platform.