After listening to our customer’s feedback in many channels, we’re proud to announce the launch of Delta Assist in Facebook. I sat down with our Delta Assist manager, Jerry Fletcher, to learn more about this effort.
Liz: What is Delta Assist and how did it come to be?
Jerry: Our team knows that our customers look to social media to share feedback and seek out solutions. We recognize the need to be where our fliers are already talking and asking for help. And so, we look to social media to provide the flexible, timely, personal support our customers value.
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. 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!
Today we’re proud to announce that we’re the first airline in the world to offer a dedicated customer support product in Facebook with the launch our latest endeavor, Delta Assist in Facebook.
Liz: That sounds great Jerry. So why bring Delta Assist to Facebook?
Jerry: Our Facebook community is fantastic. We really love our fans and appreciate their participation and feedback on our page. We’ve been listening to their feedback on the wall and wanted to give our customers a safe and secure forum for sharing comments and getting the support they need.
Liz: Delta already participates in conversations on our Facebook Wall. How should our fans use the Delta Assist Facebook tab?
Jerry: 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.
Liz: What should users expect when they send a message via Delta Assist in Facebook?
Jerry: 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.
Liz: How soon can users expect to receive a personal response to a message sent via Delta Assist in Facebook?
Jerry: 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.
Liz: Will Delta Assist in Facebook ask users to provide personal information?
Jerry: Customer privacy is something we take very seriously. Delta Assist has been built to provide as much privacy as possible within the limits of social media. We’ll never ask for anyone’s personal information in public. We will not share any of this information with anyone outside of the Delta organization or send customers any marketing messages they have not previously opted into.
Liz: How can people follow up on an issue they have submitted to Delta Assist in Facebook?
Jerry: All feedback and comments received via Delta Assist in Facebook will be assigned a ticket number, which will be shared in all email responses. To follow up, customers can send an additional message using the Delta Assist Facebook tab referencing their ticket number in the body of the message, or by using our existing customer service channels such as phone, email and @DeltaAssist on Twitter.
Liz: How can users share their feedback on the Delta Assist effort?
Jerry: We would love to hear everyone’s thoughts, ideas or feedback for Delta Assist in Facebook. We built this for our customers and we’re always looking to improve the Delta experience. We encourage users to share their feedback on our Delta Assist Facebook effort by using the “other” topic on the form we’ve provided, or by leaving a comment on this blog post.
Liz: Thanks for your time Jerry. Is there anything else you’d like to add?
Jerry: Thanks Liz. We’re really excited to expand Delta Assist into Facebook and look forward to the future of Delta Assist in all of our social media channels!