KLM removes social servicing from LinkedIn, grows in other social media channels

    KLM Royal Dutch Airlines announced (15-Nov-2017) plans to discontinue social servicing for customers asking questions on LinkedIn from 01-Dec-2017. KLM stated: “It is not us that decide where we should offer servicing, it is the customer that decides… it not necessary anymore to offer service on LinkedIn”. KLM still offers responses via Facebook, Twitter and WhatsApp. 80% of the carrier’s social servicing volume is handled via Facebook Messenger and WhatsApp, while its dedicated social servicing team has “become the largest in the world”, with over 250 agents offering 24/7 service in nine languages on Facebook, Facebook Messenger, Twitter, WhatsApp, WeChat and KakaoTalk. [more – original PR]