KLM creates chatbot on Facebook Messenger and WeChat

Dutch airline KLM has become one of the first brands to use Facebook’s new branded messenger bots, powered by Nexmo.

Nexmo Chat App API allows businesses to communicate with customers on Facebook Messenger, WeChat, Viber and other chat apps, through leading CRM platforms including Salesforce, SAP, Marketo, and Bright Pattern with a single API.

“Nexmo’s Chat App API is the only solution that can allow businesses to scale and manage their customer communications across the growing messaging landscape,” said Tony Jamous, CEO and co-founder of Nexmo. “By connecting chat apps to KLM’s CRM platform, they can continue to deliver award winning social customer care consistently across the growing number of chat apps like Facebook Messenger and WeChat.”

Having used Nexmo’s Chat App API to communicate with passengers on WeChat via its Salesforce Service Cloud portal, KLM is now using the same API to communicate with passengers on Facebook Messenger.

This allows KLM to use its existing customer database and recognise when a customer contacts them via any medium, be it via Facebook Messenger, WeChat, Twitter or any other social medium.

“At KLM we believe we should be where our customers are. This means we want to offer our customers meaningful interactions on the platforms they already use and love, such as WeChat and Messenger,” said Martine van der Lee, Manager Social Development & Technology at KLM Royal Dutch Airlines. “Nexmo enables us to do just that: by leveraging the Chat App API we are able to connect to these platforms and continue to innovate.”

The growing popularity of chat apps reflects how communications is changing, as the number of ways people communicate is rapidly increasing and it’s difficult for companies to keep up. Nexmo eliminates the technical and regulatory complexity of communications with its easy to use APIs, industry leading partnerships and superior customer service.

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