Delta Air Lines is delving deeper into the social media scene, expanding its customer support service, “Delta Assist” from Twitter to Facebook for the first time.
The airline says the newly-launched Delta Assist in Facebook has been set up in response to customer feedback received while piloting the service in Twitter. As of March 6, @Delta Assist has a following of over 16,500 people on the social media website.
Increasingly, major airlines are vying to improve the ground to air experience of their customers through Facebook: the most used social media network globally.
While Delta’s Facebook page allows users to post public messages on the wall, the new Delta Assist allows customers to post private messages, including feedback and comments, 24 hours a day, seven days a week to a dedicated team. Delta says it aims to respond to queries on a one-to-one basis, and privately, within 24 to 72 hours.
Commenting on the new app, which will supplement its Twitter service, Delta Assist manager, Jerry Fletcher said in the airline’s online blog: “All feedback and comments received via Delta Assist in Facebook are assigned a ticket number. 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.”
Users can also share the airline’s feedback directly with their friends on Facebook, helping Delta to build up brand awareness.
In August last year, Delta became the first airline to allow customers to book flights through Facebook.
Other airlines have also tapped into the global appeal of Facebook by launching new services designed to improve the customer experience.
Last month, Malaysia Airways launched a new facebook application: “MHBuddy”, which allows customers to check-in, select seats, print out boarding passes and search for other Facebook friends who may be on their flight.
Meanwhile, American Airlines has integrated its frequent-flyer AAdvantage program into Facebook and @aadvantage on Twitter.
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