After Delta Airlines pioneered the booking engine on Facebook, they have now brought their popular Twitter channel, @deltaassist to Facebook. As some of you might be aware, the service aims to resolve customer service issues online by directly interacting with them in real-time. The service has more than 17,000 followers on Twitter, so there’s certainly customer interest. Delta has also put serious resources behind this, with almost 10 people interacting with customers!
So, if Twitter is already working well, and there’s call center, then why would Delta move this to Facebook – you may wonder? Because that’s where their customers are hanging out, and that’s where their needs are to be addressed. In fact, you can read an interview with Delta Assist manager, Jerry Fletcher, to learn more about this effort.
Overall, a great move, and a big sign of things to come! Good job, Delta 
