Can Social Media Generate Revenue?

You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.shutterstock_279145751 revenue

The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but they also generate new bookings by providing flight details, timing, pricing, and direct links to payment pages for purchase. The result, according to VB News, is revenue of nearly $25 million—over $165,000 per agent.

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