1. www.nexmo.com ©2016 Nexmo Inc.
KLM: the Social Innovator
KLM Royal Dutch Airlines is leading the social
revolution. With 200 social media support agents
and over 100,000 mentions every week, social is
a critical service and engagement channel for the
company. As a global airline, KLM’s customers’
social behavior differs across geographies. KLM’s
customers are demanding engagement over more
personal chat app networks like WeChat, KakaoTalk,
and Messenger.
The Challenge
In September 2014, KLM started servicing customers
in China over WeChat. While it allowed KLM to
better engage customers, it was a separate support
channel, which created inefficiencies. KLM needed a
solution to easily integrate chat app communications
with their Salesforce Service Cloud to:
• Decrease customer response times
• Streamline and simplify agent training
• Track the context of multi-channel customer
conversations within Salesforce
• Provide customer support across other popular
chat apps without any additional integration
• Improve reporting and BI to optimize operations
Innovates Customer Communications on
WeChat and Facebook Messenger using
Nexmo Chat App API

2. www.nexmo.com/chat-app ©2016 Nexmo Inc.
Building a Chat App Channel
Nexmo Chat App API enabled KLM to communicate
with its customers on WeChat, and seamlessly
integrate their chat app communication into their
existing customer service workflows in Salesforce
Support Cloud.
The integration between KLM, Nexmo, and Salesforce
marks the first time a brand has managed global
WeChat customer communications in Salesforce via
an API.
While the immediate benefit was to integrate
WeChat, Nexmo Chat App API was compelling for
KLM because it offered integration to multiple chat
apps with a single, agile API.
Adding Facebook Messenger
with Chat App API
Since KLM already integrated with Nexmo Chat App
API, the company easily added Facebook Messenger
to its Salesforce Support Cloud dashboard. This
allowed KLM service agents to quickly respond to
support inquiries. KLM also offered its customers
relevant flight information on Facebook Messenger,
including booking confirmation, check-in notification,
boarding pass and flight status updates.
Resulting Impact
KLM has seen impressive success using Nexmo’s
Chat App API, and continues to be a leading social
customer service innovator:
• Increased operational efficiency - a single
system for customer support agents resulted in
an improved agent experience, consistent training,
and allowed for consistent reporting
• Seamless social messaging communications - by
integrating multiple chat app communications
into existing enterprise service workflows, KLM
saw increased agent efficiency and decreased
response time
• Increased brand engagement - positive, active
user feedback on WeChat and Facebook
Messenger created customer stickiness and
increased brand engagement
• Contextualized customer communications- with
Salesforce connected to all other systems
within KLM, this made it possible for agents to
understand the context of every conversation,
thus improving the overall customer experience
• Synchronized data intelligence - a centralized
social care dashboard allowed KLM to better
monitor and learn from their engagement and
response data