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. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but they also …

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