Today we announced that KLM Royal Dutch Airlines is using the Nexmo Chat App API to engage their China-based customers on WeChat through the Salesforce Service Cloud. This is the first ever live integration of WeChat into the Salesforce Service Cloud.
While customers and brands have much to gain from customer engagement via social communication platforms, scale is 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. Integration with Nexmo’s Chat App API ensures that KLM’s social customer service team can answer customer queries using the Salesforce Service Cloud as a central platform and is the same CRM tool they use for managing all other social channels.
KLM’s Social Media Service team is a pioneer in their field. Nexmo welcomed the opportunity to work closely with them in developing this solution. Karlijn Vogel-Meijer, Social Media Manager at KLM said, “We sincerely believe that we can service our customers best by being where they are. Apart from the one-to-many platforms, like Facebook, Twitter, Instagram and LinkedIn, we see enormous growth of social communication platforms like WeChat. Salesforce is the backbone of our social organization and Nexmo offers us a solution to add platforms like WeChat to our CRM system.”
This announcement contributes to Nexmo’s vision for one cloud communication API to connect all chat apps to all CRM platforms, ushering in the next wave of how 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, with both Forrester and IDC asserting that chat applications are the new face of social media.
Nexmo is eager to continue lowering the barriers brands face when engaging consumers on chat apps, and accelerate how cloud communications change the way people communicate.
To learn more about Nexmo’s Chat App API, click here.