Dutch carrier KLM Airlines has set up a live ticker on its Twitter account that gives customers the average response time for questions or requests.
This makes KLM Airlines the first airline in the world to do this, and paves the way for the continued expansion of the online world.
KLM is just the latest to embrace Twitter as a means for reaching the customer faster and more direct.
Loews Hotels has begun rolling out the abilities for customers to reserve rooms through Twitter at select locations.
With KLM, customers simply send a question or request via Twitter, and KLM gets back to them through the social media service. Those who need to share personal details are instructed to send direct messages.
For example, one customer asked:
Martijn van der Zee of SVP E-Commerce Air France KLM noted, via KLM.com: "We believe in the transparency of social media. Customers want to know what to expect from us. We now offer them real-time insight into our response time."
KLM sets a goal to respond to customers within one hour. At the time of this writing, the average wait time on Twitter was 33 minutes.
The Dutch airline's recent move is just another indication of businesses quickly expanding to meet demand. With more avenues for customers to communicate with companies, expect to see more competition online, whether it's through Twitter, Facebook, apps or other outlets.
KLM is the third-most active airline Twitter account, behind American and United. It tweets all day, responding to customers' questions and requests seven days a week.
Customers can also view wait time on Twitter and Facebook on the airline's customer support page.
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