Who has time to type queries when you’re in a rush and you’re hungry for a good Burger? Shouldn’t way-finding be a piece of cake?
As KLM has figured out, nothing says now like an emoji. While emoticons can’t feel, they can be very useful to brands in delivering rapid-response and customer service.
“We believe we should be where our customers are and therefore KLM and Messenger are the perfect fit. Since March last year we offer our customers the option to receive all relevant flight documentation and information in one single Messenger overview. KLM flies people all over the world and knows how difficult it can be to quickly find your way in unknown places, and therefore offering this new emoji service is a logic next step,” says Tjalling Smit, Senior Vice President E-Commerce Air France KLM.