Case Study: KLM achieves 40% increase in customer interactions and higher NPS with Facebook Messenger

Making airline customer service soar with Messenger

KLM, the world’s oldest airline, aimed to make customer communication easier and more personal by expanding its social media services while protecting sensitive travel information. The challenge was to give customers a private, convenient way to contact agents and receive flight details without compromising privacy.

KLM added a “Send Message” button on its Facebook Page and used Messenger to deliver booking confirmations, check-in notices and boarding passes, while partnering with DigitalGenius to provide AI-suggested replies that agents review and send. The effort produced a 40% increase in Messenger interactions, 15% of online boarding passes delivered via Messenger, and a Net Promoter Score 5 points higher than the airline’s goal.

KLM

Karlijn Vogel-Meijer

Director of Social