KLM Airlines take off his account We Chat Dutch airline KLM Royal is committed to its Chinese. KLM has chosen his best tool: creating a We Chat account as a customer service for Chinese customers. KLM uses CRM tools to improve customer service, via We Chat account. KLM noticed the request process and feedback from Chinese customers are treated twice as fast. The company quickly realized the effectiveness of We Chat and recognizes it as a beneficial tool. With more than 630 million people connected, the presence of KLM is essential on the most active social network in China. Indeed, the Chinese market is a key market for the Dutch company, with over 100 million trips each year worldwide. KLM stands as the gateway to Europe and would benefit improving its services to Chinese customers. All these sites have a version in Mandarin, which is already a good point to attract Chinese customers. Several sites even customized their site to the Chinese public, such as Air France, showing Paris as the city of love. Many Chinese appreciate the possibility to book their flight in Chinese, here you can see an example with British Airways which provides these customers a Mandarin Chinese page. While We Chat is the popular social network in China, some companies prefer to use other social media to stand out among their Chinese consumers. You can see the Weibo page Singapore Airlines, the Chinese microblog often compared to Twitter: Or here the video channel of the Air New Zealand on Youku Chinese Youtube : We all know that the Western social networks are blocked in China Facebook, Twitter, Youtube, Google + , so there is no need to make marketing campaigns aimed at Chinese consumers above. It is best to position the Chinese own social networks to better capture the attention of consumers and reach other potential customers. Apart KLM, Thai Airways is the only airline to promote WeChat on its website. Why WeChat is important? Chinese consumers are followers of the digital age is the QR codes that prevail in China. QR codes are ubiquitous in China, they are often scanned for promotions, passwords or here to follow a brand. The app WeChat drives many users to use QR codes in its functionality. For example you can add friends through QR codes. Regarding the marks, the user can scan the QR code of a brand and once connected, the user will see the content of their page adapted to the application format, the content may be in the form of news, promotions, discounts. This allows customer loyalty and interaction with customers. KLM has 88,000 followers on his account WeChat, increasing between 0. Through its efforts to satisfy its customers, its commitments to Chinese customers, good trade discounts and innovative marketing campaigns, the brand has managed to fill its Chinese consumers. The airline encourages customers to use the platform WeChat as much as possible as a customer service. This screenshot from the KLM website Appears on ict customer service page and can be viewed in Both English and Chinese. When you have a question you ask directly in private conversation, interaction on WeChat between a brand and its customer is more personalized than other social networks. According to the KLM website, consumers can have a response within 1 hour. Previously, the process of customer service WeChat was done manually. Now, KLM has partnered with the communication platform Nexmo and so was able to assimilate customer service WeChat to its customer relationship management platforms. This new system has made the process more automatic and thus twice as fast for customers. By integrating customer service WeChat to its other platforms, KLM customer service agents no longer have to open a separate window for questions on WeChat. All questions go through the same Salesforce Service KLM uses for its other digital channels. Conclusion: Chatting applications are very popular in Asia, China is the dominant WeChat app that is why it is important to know to use the features of WeChat effectively to best communicate with Chinese consumers. For More Information : Marketing China- Smart Tips for Smart Business in China. Marketing news and analysis for CEO, Entrepreneurs, and Top Managers. We want to be Your Digital Guide to do Business in China Marketing to China is a website created by Gentlemen Marketing Agency designed to provide fresh insights and a deeper understanding of the Chinese market. China is a rapidly growing consumer market with more companies throughout the world looking for ways to develop their marketing, branding and communication that is relevant to Chinese consumers. The aim of this website is to inform readers about the market and provide insightful analysis. Marketing to China would like to explain Chinese Business and Marketing to the rest of the world. Please feel free to comment and share our articles! We are a Digital Marketing Agency based in Shanghai. We are dedicated to helping our clients grow in the Chinese market by implementing the most effective digital strategy to offer return on investment. Our customers choose us because of our; efficiency, pragmatic approach and innovative solutions adapted to the market. For more information see : We are a Team of 42 Marketers. Our Magazine is written by Benji British , Olivier French and Philip Chinese with additional contributions from our team of experts on the Chinese market. We come from different backgrounds and have different cultural views which make us the ideal international team to develop your interests in China.
