Kajsa Hartig

A blog about Cultural Heritage and Digital Communication

Are you using Twitter and FB for customer support? #Blogg100

1 kommentar

Delta Air Lines

Delta Air Lines. Photo: Innovationtrail, CC-BY-NC.

In my next couple of blog posts I will share some insights from #SSMX, Stockholm Social Media Exchange, an un-conference taking place in central Stockholm in February. The last one held this past weekend. The conference mainly attracts marketing/PR/communications people.

One of the interesting people I talked to at the #SSMX is Martin Garbarczyk. He shared some great insight on customer support through social media, among other things he forwarded this great post at ragan.com on how Delta Air Lines use Twitter:

@DeltaAssist was the first airline program in the U.S. to use Twitter for customer support. When it started, four community managers provided support Monday through Friday from 8 a.m. to 10 p.m. EST, helping customers who sought answers to questions about things like flight status or gate numbers.

As team members listened to customers, they realized they could help customers even more by using the social media platform to solve problems.

The expanded team includes 12 empowered reservations agents serving customers 24/7, using a triage system to respond to tweets. They can do anything a call center employee can do, except book a new ticket. To add a personal touch, employees sign their tweets with their initial, and their first names are listed on the airline’s Twitter profile.

Full blog post here

Social media is what your audience makes of it.  This is why companies and organisations need to know how to use social media, and what is required to maintain a presence there. Adding cutsomer support is crucial.

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Blog post 029/100 #Blogg100 challenge

One thought on “Are you using Twitter and FB for customer support? #Blogg100

  1. I think the next step for corporate social media accounts is to evolve into social customer relationship management (CRM) spaces.

    As you have indicated in this post, this is an opportunity to translate an organization’s ethos and value proposition into real interactions between a visitor/customer/audience member and staff. Furthermore, as this is done in public there is potential to create and amplify an organization’s social value.

    For the arts and heritage sector, this is also an opportunity to demonstrate relevance to new demographics. Through these social CRMs we can become more inclusive by leaving a public trail of our work and inviting different sorts of participation. Or in other words, rather than waiting for others to come to us, we can go to them.

    I’ve just started a project with the British Council (Arts) team along these lines. Initially we will work with the teams across different art forms at the London HQ. And later we will prototype this approach in a couple of countries. Exciting stuff! 🙂

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