We knew that KLM is a pioneer in answering questions via social media. Already in 2011 they created an activation around it; KLM Live Reply. This week again the Dutch pride wants to show that it’s the most social media friendly air carrier in the world.
KLM launched the hashtag #HappyToHelp for a Twitter takeover event. This time however it doesn’t take 24 hours to get an answer, but it goes real-time. The customer service team for the occasion consist of 250 specialists, who work in 30-people shifts at a time, 24 hours a day. The teams operate from a custom designed glass pavilion built on Amsterdam’s Schiphol airport. Obviously getting all the attention exactly where it’s relevant.
The campaign is created by DDB & Tribal.