Nexmo plugs into Messenger, WeChat for KLM Royal Dutch Airlines

Integration with Nexmo’s Chat App API ensures that KLM’s social customer service team can answer customer queries using the Salesforce Service Cloud

KLM Nexmo

Photo Credit: Nexmo website

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A tech savvy humanBOT, Sharmistha is a professional writer

Nexmo, a cloud communications platform company, announced today that it is empowering KLM Royal Dutch Airlines to communicate with customers on Facebook Messenger and WeChat.

Nexmo claims that its Chat App API stands out as the only solution that allows businesses to communicate with customers on Facebook Messenger, WeChat, Viber and other chat apps, through leading CRM platforms including Salesforce, SAP, Marketo, and Bright Pattern with a single API.

“Nexmo’s Chat App API is the only solution that can allow businesses to scale and manage their customer communications across the growing messaging landscape,” said Tony Jamous, CEO and co-founder of Nexmo.

“By connecting chat apps to KLM’s CRM platform, they can continue to deliver award winning social customer care consistently across the growing number of chat apps like Facebook Messenger and WeChat.”

Nexmo API to reach Facebook users

Having used Nexmo’s Chat App API to communicate with passengers on WeChat via its Salesforce Service Cloud portal, KLM is now using the same API to communicate with passengers on Facebook Messenger. This allows KLM to use its existing customer database and recognize when a customer contacts them via any medium, be it via Facebook Messenger, WeChat, Twitter or any other social medium.

“At KLM we believe we should be where our customers are. This means we want to offer our customers meaningful interactions on the platforms they already use and love, such as WeChat and Messenger,” said Martine van der Lee, Manager Social Development & Technology at KLM Royal Dutch Airlines.

“Nexmo enables us to do just that: by leveraging the Chat App API we are able to connect to these platforms and continue to innovate.”

An ingredient for rampant growth

With the market brimming with chat apps, scale has been observed as a significant hurdle for brands since they have to manage multiple social platforms at once. The high volume of real-time messages flowing in from new chat app channels adds to this complexity. Nexmo eliminates the technical and regulatory complexity of communications with its easy to use APIs, industry leading partnerships and superior customer service.

This announcement facilitates Nexmo’s vision for one cloud communication API to connect all chat apps to all CRM platforms, carving out a fresh path to enable brands interact with their most loyal customers. The Chat App API provides brands and CRM platforms with reach to 2 billion messaging app users globally. This presents a significant opportunity for brands to engage with consumers in authentic, one-to-one engagement.

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