allison ausband, delta at #rltm ny 11
DESCRIPTION
Allison Ausband, Vice President of Reservation Sales and Customer Care at Delta Air Lines (@DeltaAssist) presents at #RLTM Realtime NY 11TRANSCRIPT
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