Dentsu Isobar Launches KLM’s First Live Chat Service Powered by LINE


Dentsu Isobar Launches KLM’s First Live Chat Service Powered by LINE

December 5 / Tokyo
Digital Agency Dentsu Isobar and KLM Royal Dutch Airlines announced the launch of a new online service in the Japanese market that provides a live chat-based support using messaging platform LINE. This new offering starts operating from December 5th and allows KLM’s LINE official account to connect with its customers through a live chat support service available 24 hours a day, 7 days a week, 365 days a year, providing an always-on customer care experience.

This never before used service by the airline will be in implemented in Japanese using TONARIWA, Dentsu Isobar’s proprietary tool which leverages LINE’s Account Connect, LINE’s platform for business. Starting on December 5th, customers can connect with KLM’s official LINE account and are now able to purchase flights, receive e-tickets, modify/reissue their e-tickets, have access to paid features such as seat selection and extra baggage, as well as checking-in and receiving their boarding passes directly through the app’s chat screen.

With this new live chat support feature, KLM aims to deliver more comfortable, friendly, and convenient traveling experiences to its customers via social media as one of its key marketing pillars in every country where it operates. As a digital agency, Dentsu Isobar will continue to support the delivery of innovative customer experience design, powered by creativity.


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