What does it take for an airline to be great on social media? And is there a good way to objectively rank airlines on that front? Headed in to the 2019 edition of the World Aviation Festival Awario used its social media management tools to score 52 airlines around the globe and came up with some interesting results.
Long considered a leader and innovator in the digital landscape, KLM faces challenges as it seeks to hold on to that role. Giving up some control enables the company to gain consumer confidence and improve satisfaction. And, hopefully, convert those passengers into the truly loyal.
KLM wants to improve response times on its social media engagements. AI-powered bots are the next step in that effort, with the company unleashing the services to engage with consumers unsupervised.