KLM hacks Twitter, sets up a social media hub servicing travellers worldwide
KLM reinforces the importance of customer service with an international event
#HappytoHelp campaign by DDB & Tribal Worldwide, Amsterdam takes over Twitter feeds
KLM reinforces the importance of customer service with an international event
#HappytoHelp campaign by DDB & Tribal Worldwide, Amsterdam takes over Twitter feeds
Amsterdam 13 October 2014- From today, for the next five days, KLM offers passengers worldwide to experience airline’s top notch customer service. The social media campaign launches with an international #HappytoHelp Twitter takeover event, where passengers’ questions are answered in real-time by the KLM customer service team operating from a hub in Amsterdam. The campaign and the event are created by international creative agency DDB & Tribal Worldwide, Amsterdam.
The initiative kicks off on Monday morning (13 October 2014) in a custom designed glass pavilion built on Amsterdam Schiphol Airport, serving as a central control hub for the international campaign, connecting Amsterdam with various airports spread across the globe. The KLM Customer Service team and DDB & Tribal Worldwide, Amsterdam of 250 specialists will be working from the Amsterdam glass pavilion 24 hours a day, in shifts of 30 people team at a time, in order to service customers worldwide with timely, creative and relevant advice adding a personal touch to help them during their travels.
Bart Mol, Creative Director DDB & Tribal Worldwide, Amsterdam said: “KLM customer service team is always on and helps their passengers 24/7. We wanted to show how important customer service is for KLM by engaging a team of helpers ready to serve with personal advice in real-time. With this Twitter takeover we want to help as many people as possible, not only KLM customers, but passengers worldwide, to travel more comfortably.”
Pol Hoenderboom, Creative Director van DDB & Tribal, Worldwide Amsterdam: “For the last half year we’ve been actively searching Twitter for the most common questions travelers ask. #HappytoHelp is a huge international, real-time event where we actually don’t know what questions we will run into. I can say one thing though: we are thoroughly prepared.”
The specially designated KLM customer service team will, this week, constantly screen Twitter feeds in search for messages indicating that someone is in trouble during their travels. The team will then respond with a creative and relevant #HappytoHelp answer produced and personalized for each single passenger in real-time. KLM will try to answer questions posed by people anywhere in the world.
KLM will not only help travelers on social media but also in person at the airport or on board. Next to the glass pavilion in Amsterdam, KLM has stationed their staff at key airports worldwide. Those customer service teams screen the airports for people in trouble and connect with the glass pavilion team in Amsterdam to tackle any travel gripes and problems.
The campaign starts on Monday 13 October and ends on Friday 17 October.
ENDS
For more information:
Marta Tomczak
marta@finchfactor.com
+31 (0)20 794 4733
Credits
Brand: KLM
Agency: DDB & Tribal Worldwide, Amsterdam
Content production: MIKE TV
Production Glass Pavilion: van der Waerden Producties
Technical producer: Sightline
About DDB & Tribal Worldwide, Amsterdam
DDB & Tribal Worldwide, Amsterdam is a strategic hub creating innovative marketing and communication campaigns for clients such as Heineken, adidas, Volkswagen, McDonald’s, TomTom and KLM Royal Dutch Airlines. The agency is the result of DDB° Amsterdam and Tribal Worldwide, Amsterdam joining forces in 2012 and working as a combined team, because ‘our clients want us to work as a combined team’ and because the market is asking for such a combination.
DDB° Amsterdam is the Dutch agency with most Effie award wins, excelling in effective communication campaigns for its clients. Tribal Worldwide, Amsterdam was the first digital agency to win the Grand Prix in Film at the International Advertising Festival at Cannes. In 2011 the agency was named Digital Agency of the Year at the Eurobest Advertising Festival.
In 2012 DDB & Tribal Worldwide, Amsterdam took 4th position in the top five Most Awarded Digital Agency in the Gunn Report and this year the agency came in second in the Dutch Agency-of-the-Year competition, confirming DDB & Tribal Worldwide, Amsterdam’s success.
DDB & Tribal Worldwide, Amsterdam is part of the Omnicom’s DDB° Worldwide Communications Group Inc (http://www.ddb.com) which ranks among the top five consolidated advertising and marketing services global networks, according to Advertising Age. Consistently one of the most awarded networks globally for creative excellence. With more than 200 offices in over 90 countries, DDB° Group believes in the power of Social Creativity to grow the value and influence of brands around the world by creating ideas that people want to play with, participate in and pass along.