It has been pointed out recently that apps like Facebook Messenger are changing the way contact centers communicate with customers, which is unsurprising since over-the-top (OTT) chat apps are so popular. As such, it’s not all that surprising that cloud communications platform company Nexmo has been selected to empower KLM Royal Dutch Airlines to communicate with customers via Facebook Messenger and WeChat.
To facilitate this, the airline is leveraging the Nexmo Chat App API, the only solution that allows businesses to communicate with customers on Facebook Messenger, WeChat, Viber and other chat apps through leading CRM platforms with a single API. Supported platforms include Salesforce, SAP, Marketo, and Bright Pattern.
Earlier this month, Nexmo entered into a new partnership with AppShark to offer an SMS overhaul for Salesforce. More specifically, the two companies brought Nexmo’s SMS capabilities to Salesforce via AppShark’s Open SMS Pro.
"Nexmo's Chat App API is the only solution that can allow businesses to scale and manage their customer communications across the growing messaging landscape," said Tony Jamous, CEO and co-founder of Nexmo. "By connecting chat apps to KLM's CRM platform, they can continue to deliver award winning social customer care consistently across the growing number of chat apps like Facebook Messenger and WeChat."
KLM Royal Dutch Airlines has already leveraged Nexmo’s Chat App API to communicate with passengers on WeChat via its Salesforce Service Cloud Portal. Now the airline is using the same API to communicate with passengers via Facebook Messenger. This enables KLM to use its existing customer database and recognize when a customer contacts them via any medium, whether Facebook Messenger, WeChat, Twitter or another social medium.
As chat apps continue to grow in popularity, companies will be under greater pressure to keep up with new and emerging mediums. Nexmo aims to eliminate the technical and regulatory complexity of communications with its easy-to-use APIs, industry-leading partnerships and superior customer service.
If you’re into APIs or want to learn more about the technology everyone is talking about, be sure to head over to All About the API happening July 18-21 at Caesers Palace, Las Vegas.
Edited by Stefania Viscusi