By Kelsey Jones
Last week, my husband mistakenly spelled my middle name wrong on our airfare reservation for our delayed honeymoon to Jamaica. After berating him for not knowing the correct spelling of my middle name, I got to work trying to correct the problem. After dealing with Orbitz, where the only solution included a fee of some kind, I thought about Twitter, which has solved my problems in the past.
I tweeted to @DeltaAssist asking for help. They responded within the hour through a Direct Message asking for my flight number. After passing on the information and explaining my situation, here is what happened:
@DeltaAssist to save the day (and our trip)! This is a prime example of great customer service over Twitter. How refreshing is it that companies are listening and can fix problems in the matter of 5 minutes. No more waiting on hold, no more being transferred to supervisors, just solutions.
And Solutions Equal Happy Customers.
I will go out of my way to fly Delta after this experience. I had assumed they would tell me if wasn’t possible since we booked through Orbitz, but IO at @DeltaAssist made it easy.
Here are some other examples of businesses I have asked for help through Twitter, with positive results:
and I’ve also used @ComcastCares to get an incorrect charge taken off my bill.
Bottom Line:
Customers: When in doubt, take to Twitter.
Businesses: Realize the power of using Twitter as a customer service tool.
Kelsey Jones
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James and I have had A LOT of customer service problems solved through Twitter (Gold’s Gym, Barnes and Noble, Planet Sub, Ford). It’s pretty awesome.
I think a lot of companies fail to realize just how important twitter could be when it comes to customer service, especially technology-related companies.