Messenger has taken another major step towards becoming the elite all-in-one-place app
Facebook Inc. (NASDAQ: FB) Messenger has announced a partnership with KLM Royal Dutch Airlines as its first air carrier, which will now allow users to stay updated and make all their flight related queries with the airline through Facebook’s messaging service.
Facebook has been working for quite a bit of time to evolve Messenger from a simple messaging app to an app platform where users would be able to perform all their tasks. It started with Uber, when Facebook announced the premium ride-hail service as its first partner. Then Lyft joined in, and now KLM Royal Dutch becomes the first of its kind service to join up with Messenger.
Facebook also launched the virtual assistant “M” and allowed for swift business-to-business interaction which would further its aim of bridging the gap and smoothing the whole tiring process. Customers will be asked during the ticket booking process if they would like to receive updates and confirmations via Messenger, after which a dedicated chat thread for customer service would be created. Users would be able to avail the service wherever Messenger and KLM Royal Dutch operate and are available, and boarding cards will also be issued via this method.
Customer service could be a really cumbersome process; one which could more often than not leave a sour taste in one’s mouth. That case holds true more with airline travelling than with any other service. However, customer service on Messenger could prove to be a revolutionizing concept for the industry. It could offer the companies more opportunities to offer tailored services and handle queries better, and it could take the effort out of booking and travelling and the baggage that comes with it for customers.