In Annual Revenue Klm’s 150 Social Media Customer Service Agents Generate $25m

[aarohi]

Social business leader KLM, the airline that kickstarted the modern customer-support-via-social-media revolution, has 150 people dedicated to serving clients via social. And each of them represents almost $170,000 in annual revenue.“Social is more and more becoming a profit center,” KLM’s social media manager Gert-Wim ter Haar told that. “It’s first about service, then brand and reputation, but also about commerce … we have to make money.”