Lately, I’ve been impressed with the way KLM as an airline has embraced internet technology, especially social media networks, in their user experience flows. The way these services drive added values for customers is innovating, and speaks to the mindset the national airline of my home country is thinking.
Back in 2013, I was happy to be the connector between the KLM innovation team and the Airbnb business development team. Through my connections with the Dutch consulate, a group of Dutch companies came to visit the Airbnb office, and the KLM team was able to scoop up some time with our team, which resulted in the partnership between Airbnb and KLM for an exclusive stay in a KLM airplane at Schiphol airport, and a KLM microsite to promote Airbnb listings.
As I was present at the meeting, I instantly recognized the team of KLM had a broader agenda for their visit to Silicon Valley, than only integrating with Airbnb. This has manifested itself in deep integrations with the worlds leading social platforms, which I experienced today when I booked my summer holiday ticket to The Netherlands through the KLM website.
Facebook Messenger Chatbot
First off, you need to have this featured enabled in your KLM Flying Blue profile, but when you have figured it out, it’s going to be really cool to get your ticket purchase and flight detail information be delivered through Facebook Messenger chatbot. See my screenshot below:
Off course this is just the start of many more intelligent featured through the messenger platform. The confirmation through chat is just replacing the email confirmation, for now. I’m already looking ahead what other services a company like KLM could build on top of this platform, where combined with Facebook profile data mining, a whole new sleuth of services can be offered.
Flight Updates Through Twitter
While being on the go, your flight might change. Leaving from a different gate, delayed or some other vital information you need. KLM now can let you know about these changes through Tweeting at you. All you have to do is to update your contact details to include your Twitter account.
What’s next for KLM social integrations
I can’t wait to see what’s coming down the pipeline for KLM user features. I just ordered a nice custom meal for my flight back to SFO; Indonesian rice dish. But I can see how more personalization through data mining of my Facebook profile can further customize my experience onboard of the flight. What if my check ins at restaurants will give me the option to further customize my meal experience, or my likes of movie actors can customize the video library at my seat.
What I’m learning
Working for Fanatics, I’m always looking for ways to improve the user experience of the customer. What if all transaction confirmation of your newly bought San Francisco 49ers jersey went through your Facebook messenger chat, and you would get instant targeted ads or offers through chat with a coupon attached. We could learn so much from every interaction, which would make the customer experience so much more efficient and from the Fanatics side, a real customer relationship based on knowledge and trust.
Can’t wait to see the Facebook Messenger chatbot eco-system evolve and build features on top of it!
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