Key Takeaways:
– Delta Airlines has been recognized for its exceptional customer service on Twitter.
– The @DeltaAssist program was the first airline program in the U.S. to use Twitter for customer support.
– The @DeltaAssist team has expanded to include 12 empowered reservations agents who serve customers 24/7.
– The team uses a triage system to respond to tweets and has developed the “Twitter Watch” program to address customer complaints in real-time.
– The Twitter strategy has created brand evangelists who appreciate the exceptional customer service provided by @DeltaAssist.
The Importance of Customer Service on Twitter
Customer service is a crucial aspect of any business, and in today’s digital age, social media platforms like Twitter have become an essential channel for providing support and assistance to customers. Delta Airlines recognized the potential of Twitter as a customer service tool and was one of the first airlines in the U.S. to leverage the platform for this purpose. By doing so, they have set a new standard for customer service in the airline industry.
The Birth of @DeltaAssist
The @DeltaAssist program was launched by Delta Airlines as a way to provide real-time customer support on Twitter. The program initially started with a team of community managers who would respond to customer inquiries and issues from Monday through Friday, 8 a.m. to 10 p.m. EST. However, as they listened to their customers and understood the power of Twitter as a customer service tool, they realized they could do more.
Expanding the Team and Services
To meet the growing demand for customer support on Twitter, Delta Airlines expanded the @DeltaAssist team to include 12 empowered reservations agents who are available 24/7. This expansion allowed them to provide round-the-clock assistance to customers, ensuring that no matter the time of day, someone would be available to address their concerns. The team uses a triage system to prioritize and respond to tweets efficiently, ensuring that urgent issues are addressed promptly.
Real-Time Problem Solving with “Twitter Watch”
One of the innovative strategies developed by the @DeltaAssist team is the “Twitter Watch” program. This program allows the team to monitor mentions of Delta Airlines on Twitter and address customer complaints about airport facilities or service in real-time. By proactively addressing these issues, Delta Airlines can quickly resolve problems and improve the overall customer experience. This real-time problem-solving approach has been well-received by customers and has helped to enhance the airline’s reputation for exceptional customer service.
Creating Brand Evangelists
The exceptional customer service provided by @DeltaAssist has not only resolved customer issues but has also created brand evangelists. Customers who have experienced the outstanding support on Twitter have expressed their appreciation and gratitude, often sharing their positive experiences with others. This word-of-mouth promotion has helped to strengthen Delta Airlines’ brand reputation and attract new customers who value exceptional customer service.
Conclusion
Delta Airlines’ use of Twitter for customer service has set a new standard in the airline industry. The @DeltaAssist program, with its round-the-clock support and real-time problem-solving, has earned recognition and praise from customers. By leveraging the power of Twitter, Delta Airlines has not only resolved customer issues but has also created brand evangelists who appreciate the exceptional customer service provided by @DeltaAssist. As social media continues to play a significant role in customer service, other businesses can learn from Delta Airlines’ success and strive to provide exceptional support to their customers on platforms like Twitter.
