Delta Air Lines has launched @DeltaAssist_ES, a new Spanish-language customer service Twitter channel. The new service, initially launched as a pilot program, will complement @DeltaAssist, which provides real-time customer support before, during and after travel IN ENGLISH.
“Spanish speakers account for a significant portion of the growth in social media, and the launch of @DeltaAssist_ES will support their increasing desire to communicate with us via Twitter,” said Nicolas Ferri, Delta’s vice president – Latin America and Caribbean. “Twitter adds transparency to customer concerns, allows us to mitigate issues before they escalate, and has become a valuable channel for positive customer feedback.”
The channel, staffed by three Spanish-speaking agents, will operate from 9 a.m. to 7 p.m. EST Monday through Friday. Customers can access @DeltaAssist_ES at twitter.com/DeltaAssist_ES.
What Delta is doing with social media by making it easier for Spanish-speaking consumers to communicate via social media channels, makes good business sense. With Latinos have the largest incremental growth of all of the ethnic groups it’s a wise business decision. Those companies that learn to cultivate the Hispanic community by working within the communities to make them better will clearly gain significant rewards in terms of revenues and profits. Richard Shapiro, The Center For Client Retention @richardrshapiro