It’s been a little over two months since we launched @DeltaAssist, our customer service handle in Twitter, and today I’m eager to share with you our progress as well as some new updates. Drum roll, please!
Due to the overwhelming success of @DeltaAssist, we’ve decided to expand our hours and double our staff. Our DeltaAssist agents will now be online 7 days a week! The new hours are as follows:
Monday—Friday: 7:00 a.m. to Midnight (Eastern Time)
Saturday—Sunday: 8:00 a.m. to 10 p.m. (Eastern Time)
In addition to our new hours, we’re expanding our team to include four new members—Angela, Jonathan, LaShonda & Erika—to join our seasoned staff of DeltaAssist agents.
We’re really excited about this new change and the opportunity to serve you better. I’d like to again thank all of our followers, friends and readers for your feedback and participation with @DeltaAssist—your support has truly helped us develop @DeltaAssist into the best customer service tool it can be.
And remember, you can always find the latest news from Delta on @Delta, @DeltaNewsroom or on Facebook!
I look forward to your thoughts.
Jerry F.
Manager – Reservation Systems & Social Media
September 14th, 2010 at 11:50 pm
I realize you’re just getting up and running with the social media thing, but how about expanding hours to 24-7? You have customers that travel with you across six continents and nearly all timezones. Not to mention customers whose first language is not English. I know you have reservations agents that speak Spanish, French, Japanese, Chinese, etc. So it would really groundbreaking and global to offer something for those customers as well. Keep up the innovation!
September 14th, 2010 at 11:52 pm
I guess I really wanted to close with the idea that “Eastern Time” should not really be the standard for the world’s largest airline anymore. You’ve moved beyond “Eastern Time” with your NWA merger and global expansion into markets you’ve never served before.
September 15th, 2010 at 3:10 pm
Thanks for your comments and feedback globaltraveler. While we’re excited to have recently expanded our hours, know that this is only the beginning! As demand increases and volume warrants, we will further expand coverage to 24/7 and offer other languages. Until then, our customers can still access Delta any time online via email or chat or by calling. For now, we have to display our Twitter operating times in some time zone. We chose Eastern because it follows the practices of many U.S. based global businesses. If you have thoughts on a better way to communicate this, we’re listening and open to new ideas!