Realtime NY 11 | June 6, 2011 | New York

@DeltaAssistInnovative Customer Support in the Digital Realm

Realtime NY 11 | June 6, 2011 | New York 04/10/23

The Need to Jump In…

They use social mediato find solutions.

Customers expect us to be

present...

.. Helping when we can.

Delta customers are savvy.

Realtime NY 11 | June 6, 2011 | New York

Why Twitter for Customer Support?

Real-time conversation means real-time response

?

Realtime NY 11 | June 6, 2011 | New York

…directing consumers to other solutions was a good start, but was

n ’t enough.

The Solution - @DeltaAssistPilot program launched May 2010…

Realtime NY 11 | June 6, 2011 | New York

Realtime NY 11 | June 6, 2011 | New York

Phase 2: Expanding Real-time support

Reservations agents empowered to handle

customer issues directly 24/7.

Realtime NY 11 | June 6, 2011 | New York

Delta achieved highest share of voice among competitors in 2010

Overwhelming positive feedback

Customer Sentiment in Social Media improved 7%

The Results

Nearly 90,000 mentions of @DeltaAssist on Twitter

Nearly 60,000 Outbound Tweets and DMs from @DeltaAssist

Realtime NY 11 | June 6, 2011 | New York

The Results

“ Big thanks to @Deltaassist for tangible response after

crappy travel situation. missed daughter's

Christmas party but @delta made it right.”“ Thanks to the social media team

@Delta (DeltaAssist!) for renewing my faith in customer service!”

“Put comment on twitter. Quick reply. Quick research & answer.

@DeltaAssist one of the best customer service experience ever

#delta @Delta”

Realtime NY 11 | June 6, 2011 | New York

Helping Real CustomersCustomer: Frustrated. Itinerary for a flight randomly changed, giving me an extra layover and an earlier departure time. Can @DeltaAssist help

@DeltaAssist: Sometimes changes are unavoidable; but that doesn't mean we can't check for different flights. Pls DM ticket number and specifics. ^BH

Customer: Thank you! Ticket No: XXXXXX-XX Trying to cut down the return legs, if possible

@DeltaAssist: I have DL flt 4952 depart PIT at 5:48 p.m arrives MEM at 6:47 p.m.. DL 6320 connection MEM at 7:39 p.m. arrives STL at 8:55 p.m.. Will this do? ^BH

Customer: That would be great! Big thanks to @DeltaAssist for great customer service! Resolved my flight issue via DM, shorter route, better flight times. Thank you!

Realtime NY 11 | June 6, 2011 | New York

Connecting Offline and Online(1:18pm) Customer: Dear @delta your agents have all left the counter at MSY. two ladies left citing "shift change" counter is unmanned. Outrageous.

(1:21pm) @DeltaAssist: I apologize for this matter. Please follow/DM @DeltaAssist for assistance.  ^LH

(1:27pm) ACS TwitterWatch email sent to MSY station management

(1:40pm) MSY station management speak with customer and apologize for the issue

(2:39pm) Customer: @DeltaAssist thanks - I appreciate the follow up. Very nice after a long week on the road.

(2:44pm)@DeltaAssist: Not a problem. You're more than welcome. ^LH

Image Tweeted

Realtime NY 11 | June 6, 2011 | New York

Continued Innovation in Social Media

Realtime NY 11 | June 6, 2011 | New York

@DeltaAssistInnovative Customer Support in the Digital Realm