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Nexmo, the leading cloud communications platform company, nowadays announced its Chat App API is empowering KLM to engage with Chinese buyers on WeChat, the major social communication platform, through Salesforce Service Cloud.
KLM Royal Dutch airlines is now able to method and deal with user inquiries from Chinese clients on WeChat much more efficiently based on previous interactions with customers on a number of platforms.
Now no matter which social communication platform people decide on to speak to KLM, they will usually get a private, higher-touch consumer service primarily based on earlier conversations independent of which social platform they chose.
The newly launched service is available on Weixin, WeChat's sister product targeting users in China.
The combined monthly active user accounts on WeChat and Wexin reached 600 million as of the second quarter of 2015.
This is the initial time a organization has been able to engage with buyers on a social communication platform by means of Salesforce Service Cloud.
Today's announcement contributes to Nexmo's vision for 1 cloud communication API to connect all chat apps to all CRM platforms, ushering in the subsequent wave of how brands interact with clients.
"We sincerely believe that we can service our consumers very best by becoming exactly where they are," mentioned Karlijn Vogel-Meijer, manager social media at KLM Royal Dutch Airlines.
"Apart from the one particular-to-several platforms, like Facebook, Twitter, Instagram and LinkedIn, we are seeing huge development of social communication platforms like WeChat.
"Salesforce is the backbone of our social organisation and Nexmo gives us a remedy to add platforms like WeChat to our CRM program."
Social communication platforms have a huge constructed-in audience and make up four out of the top six biggest social platforms with QQ, Whatsapp, Facebook Messenger and WeChat difficult Facebook and Qzone, according to social media agency We Are Social.
This presents a important chance for brands to engage with buyers in genuine, one-to-a single engagement, with both Forrester and IDC saying chat applications are the new face of social media.
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