KLM Royal Dutch Airlines participates in the test pilot for verified business accounts. The company announced today.
KLM is one of the first larger companies and the first airline in the world with a verified account. These are WhatsApp accounts for businesses of which WhatsApp has confirmed the number. Verified accounts can be recognized by a green check mark next to their name.
KLM customers can receive booking confirmation, check-in notification, boarding pass, and flight status updates via WhatsApp. The 24/7 WhatsApp service is also open for any other questions.
A KLM spokesperson told Whatsappen.nl that WhatsApp is integrated in their CRM system (Salesforce). Now 250 agents can work on multiple platforms, including WhatsApp. The agents will also get a proposed answer to each question (KLM’s integrated artificial intelligence system) and can decide whether to send out the answer directly or to customize it first, making KLM’s algorithm even smarter.
Although WhatsApp wants to earn money with businesses, KLM pays nothing for the service at the moment. “It’s a collaboration,” said Pieter Groeneveld to Dutch paper NRC.