Delta Airlines Tweets for Customer Satisfaction

Delta Airlines is not just offering pretzels, peanuts and your choice of inflight beverages. They are also offering a chance to vent using Twitter.

Launched in May 2010, @DeltaAssist Twitter account was set up to address Delta customers in real time. While it's nothing new for airlines to use a Twitter account for marketing purposes, Atlanta based Delta was the first to use social media to immediately tend to customer complaints. Currently, Delta is ranked #1 in Twitter activity for airlines according to consulting firm Simpliflying in partnership with eezeer.com.

Part of the success of @DeltaAssist is the quick response time in responding to tweets. This is key for airline travelers as it could make a difference whether someone makes a flight or not.

While this advance in customer service has made great strides for Delta, it does not erase the bad social media press the airline received a few weeks back when the airline charged soldiers $200 for bags on their way back from Afghanistan. At that time, almost 88% of Delta tweets were negative.

Delta is aiming to come to the aid of passengers with quick, helpful and human responses. @DeltaAssist operates 24-hours a day, seven days a week with 12 agents helping customers. The agents come from the Reservations department so they are skilled in customer service.

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