11 SEPTEMBER 2017
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Delta has become the first US airline to offer video chat with its reservations team. The pilot project gives customers another channel of choice to connect with Delta for assistance.
Five interactive digital screens with individual receivers are now featured at the redesigned Delta Sky Assist so customers can connect face-to-face with Delta specialists. Customers simply pick up a receiver, initiate the live video chat with one touch on the screen and are on their way to anything from changing a flight to sharing feedback.
“More and more people are choosing video chat to connect in their everyday lives, so we wanted to bring that channel to Delta customers,” said Charisse Evans, vice-president for reservations sales and customer care. “We have the best specialists in the business – and now, they’ll be able to deliver customer solutions in an even more personal, face-to-face way.”
The Delta Sky Assist pilot project is the next phase in the Delta Reservations team’s mission to listen, care and connect in the platforms customers prefer. Delta already encourages customers to contact Reservations via social platforms like Twitter and Facebook, in addition to email and the telephone.
Delta will review the video chat test to understand if it creates a better engagement opportunity for the customer, while capturing employee feedback to drive improvements.
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