Social Media and Marketing

Delta says it has become the first airline in the world to offer a dedicated customer support product on Facebook with the launch its latest endeavour, Delta Assist in Facebook.

Published: 04 Mar 2011

Delta says it has become the first airline in the world to offer a dedicated customer support product on Facebook with the launch its latest endeavour, Delta Assist in Facebook.

The airline had launched Delta Assist as a pilot on Twitter.

Delta Assist manager, Jerry Fletcher, said, “We initially launched Delta Assist as a pilot in Twitter. @DeltaAssist operates as a fully funded social customer support product, alongside and in tight coordination with our sister accounts, @Delta and @DeltaNewsroom.”

Fletcher added, “Over the past few months we’ve really enjoyed getting to know the community. We’ve learned a great deal from our fliers and have heard the importance of customer support in social loud and clear. Based on that same community feedback we’ve already expanded our @DeltaAssist hours of operation to 24 hours a day/7 days a week and nearly doubled the size of our Assist team.”

Fletcher also answered some of the queries on the airline’s blog:

Delta already participates in conversations on our Facebook Wall. How should fans use the Delta Assist Facebook tab?

Fletcher: Many of our customers have feedback or support needs that require private, secure, one-to-one conversations. However, brands don’t have the Facebook message e-mail functionality that users enjoy. Delta Assist in Facebook gives our community the opportunity to share these private messages with confidence 24/7 without having to leave our Facebook page.

What should users expect when they send a message via Delta Assist in Facebook?

Fletcher: When one of our community members sends us a message, they’ll receive an on screen notification that their message has been sent as well as an automated email confirmation with a ticket number for future reference. On our end, the Delta Assist team will receive that message and start working quickly to help get the customer the support they need.

How soon can users expect to receive a personal response to a message sent via Delta Assist in Facebook?

Fletcher: Most users should receive a response within 24-72 hours. We’re working in close partnership with all of the appropriate teams across the Delta organization to circulate feedback with key stakeholders and provide the best possible solutions, and we’ll do our best to provide a timely response to all of the messages we receive. Customers should remember that if they need real-time support they should contact us on Twitter or by phone at (800) 221-1212.