Delta Airlines Testing Video Chat to Reservations Team
Delta Airlines is pilot testing a replacement program at Reagan Washington National Airport (DCA) that might see customers ready to connect with Delta Reservations office via video chat, a primary for a North American carrier
Customers simply devour a receiver, initiate the live video chat with one touch on the screen and are on their thanks to anything from changing a flight to sharing feedback.
“More and more people are choosing video chat to attach in their everyday lives, so we wanted to bring that channel to Delta customers,” said Charisse Evans, vice-chairman — Reservations Sales and Customer Care. “We have the simplest specialists within the business — and now, they’ll be ready to deliver customer solutions in a good more personal, face-to-face way.”
Delta already encourages customers to contact Reservations via social platforms like Twitter and Facebook, also as email and therefore the phone and therefore the Delta Sky Assist pilot program is that the next to introduce the Delta Reservations team’s mission to concentrate, care and connect within the platforms customers prefer.
One of the five screens is mounted on the wall at a height to raised serve customers with disabilities, and therefore the stations also feature a keypad option for engagement via text, an immediate results of feedback from Delta’s planning board on Disabilities, comprised of Delta customers with disabilities and thought leaders within the accessibility space.
Delta continues to use technology to serve its customers, including a recent pilot program, also at DCA that allowed eligible customers to enter Delta Sky Club and board the aircraft using only their fingerprints.
Other customer service solutions implemented by Delta recently include a redesigned gate and boarding experience, biometric-based self-service bag drop, RFID (Radio-frequency identification) baggage handling, real-time bag tracking through the Fly Delta mobile app, and an app that helps Delta pilots avoid turbulence for an easier flight.
At the close of the pilot test, Delta will review the results, also as capture employee feedback, to work out if the tool creates a far better engagement opportunity for the customer and whether to expand the test and/or implement widely across the Delta network.
Could Delta then make the tool more widely available through the Delta Reservations mobile app, for example?
The system is not available for customers to use on their own handheld devices like mobile phones or tablets, but rather, Delta has installed five interactive digital screens with individual receivers in its newly, redesigned Delta Sky Assist area at DCA, allowing Delta Airline Reservations customers to connect face-to-face with a Delta specialist for assistance.
“More and more people are choosing video chat to attach in their everyday lives, so we wanted to bring that channel to Delta customers,” said Charisse Evans, vice-chairman — Reservations Sales and Customer Care. “We have the simplest specialists within the business — and now, they’ll be ready to deliver customer solutions in a good more personal, face-to-face way.”
Delta already encourages customers to contact Reservations via social platforms like Twitter and Facebook, also as email and therefore the phone and therefore the Delta Sky Assist pilot program is that the next to introduce the Delta Reservations team’s mission to concentrate, care and connect within the platforms customers prefer.
One of the five screens is mounted on the wall at a height to raised serve customers with disabilities, and therefore the stations also feature a keypad option for engagement via text, an immediate results of feedback from Delta’s planning board on Disabilities, comprised of Delta customers with disabilities and thought leaders within the accessibility space.
Delta continues to use technology to serve its customers, including a recent pilot program, also at DCA that allowed eligible customers to enter Delta Sky Club and board the aircraft using only their fingerprints.
Other customer service solutions implemented by Delta recently include a redesigned gate and boarding experience, biometric-based self-service bag drop, RFID (Radio-frequency identification) baggage handling, real-time bag tracking through the Fly Delta mobile app, and an app that helps Delta pilots avoid turbulence for an easier flight.
At the close of the pilot test, Delta will review the results, also as capture employee feedback, to work out if the tool creates a far better engagement opportunity for the customer and whether to expand the test and/or implement widely across the Delta network.
Could Delta then make the tool more widely available through the Delta Reservations mobile app, for example?
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