The Air France-KLM Group is a leading group in terms of international traffic on departure from Europe. This global giant has a fleet of 550 aircrafts, which operate up to 2,300 daily flights. In 2018, Air France-KLM carried 101.4 million passengers.
Every day, customers contact Air France and KLM to find answers to their flight related questions. Customer service agents are located all around the world, in order to support them at any moment.
In order to help the service agents, Air France-KLM is currently rolling out a central (internal) knowledge management system. This system will contain a variety of content: processes and procedures regarding Air France, KLM and partner airlines, loyalty program Flying Blue and Customer Care policies. This information is used by service agents to guarantee an up-to-date and tailored service towards customers.
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Quality of content is critical
According to Air France-KLM it is critical for the Knowledge Management departments to update the content continuously. To allow service agents to provide their feedback about the available content, Air France-KLM recently chose to employ Mopinion’s feedback analytics software. Having a feedback button available on all pages of the knowledge management system, service agents are now enabled to submit feedback at any moment.
Mopinion enables our customer service agents to improve the quality of our internal Knowledge Management system, leading to a better customer service.
Thomas Langenberg, Product Manager
Typically, service agents will submit feedback when they believe that complementary information should be available. Submitted feedback is received and processed by the Knowledge Management departments. In this way, service agents are directly helping to improve the information available in the knowledge management system and therefore helping to improve the service provided to customers.
We are looking forward to a long and prosperous business relationship with Air France-KLM.
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