KLM Airlines has taken social media management to a new level by displaying response times for its Facebook and Twitter accounts.
Firstly, the airline displays on its Twitter profile page the time taken by its team to reply to customer enquiry, refreshing every five minutes.
KLM's customer online support page also displays the expected response time to its Facebook and Twitter channels.
The objective of this effort is to let customers know the approximate response time they can expect from KLM. In any case, the airline guarantees a response time with 60 minutes (both in Facebook and Twitter).
KLM accepts customer enquiry 24/7 in no less than ten languages on Twitter, Facebook and VKontakte. Soon, it is planning to expand the service to include Google+ and Sina Weibo.
Currently, the airline's social media team answers about 30,000 messages each week.
According to a report by SocialBakers, the airline industry tops the list of customer query fulfilment in Facebook. Also, the study reported KLM as the top airline (in Q2 2013) for its 45 minutes response time for customer enquiry.
Recent notable developments from KLM include its local information mashup site MyDreamCatcher, a space flight campaign by name Claim your space and a social graph based application called Must See Map.
NB: Smiley fingers image via Shutterstock.