Showing posts from May, 2015

KLM’s 150 social media customer service agents generate $25M in annual revenue

Social business leader KLM, the airline that kickstarted the modern customer-support-via-social-media revolution, has 150 people dedicated to serving clients via social. And each of them represents almost $170,000 in annual revenue. Perhaps social’s not a money sink anymore. klm“Social is more and more becoming a profit center,” KLM’s social media manager Gert-Wim ter Haar told me today in Prague. “It’s first about service, then brand and reputation, but also about commerce … we have to make money.” In addition to finding lost items, soothing bruised egos, and solving customer service issues, KLM social agents now can almost entirely manage new client bookings via Twitter, Facebook, or other social media. They’ll get desired flight details, timing, provide information on pricing, and, if the client is agreeable, provide a direct link to a payment page. As soon as the credit card is processed, the KLM agents are notified and tell the client that their ticket is booked. This