Delta, the First Airline to use Apple Business Chat for Customer Service

Delta is making another pioneer move to bring better and convenient communications access to its customers on the go. Globally, it will be the first airline to connect with customers in their channel of choice using the Messages app via Apple Business Chat. While the new mobile assist tool is being rolled out to some customers this summer to test preferences and demand, it is yet to be integrated into the Fly Delta app for all customers this autumn. So the next time you have a question about your Delta flight, just send a text. Apple users can text Delta through their app if they have any issues on their flight.

Apple Business Chat

The apple business chat will enable passengers to ask questions and receive answers via Messages. These can be automated replies to frequently-asked questions, or it can be a live message chat with a Delta representative to receive in-the-moment assistance. At any point, customers can ask to speak to a Delta employee in Messages, but the expectation is that the automated responses will reduce the demand on those representatives. As messaging is fast, it is better to message a live Delta representative than engaging on other channels like the phone, email or social media. Moreover, messages will even be saved and remain available so customers have a lifeline to Delta when they need it most

Apple Business Chat
Apple Business Chat

How it works?

Over the summer, certain customers will see a “Go Now” link in emailed travel documents. Tapping on the link on an iPhone or iPad opens Messages and begins Delta’s “Need Help” service. When you tap the link from your iOS device, the Messages app will automatically launch and connect customers with Delta, just the way you message with friends and family. When the same link is clicked using an alternate device, including a desktop computer, you will be connected to the delta.com “Need Help” messaging interface. The airline will be performing limited tests of Apple Business Chat from directly inside the Fly Delta iOS app this summer. Though the number of customers to be involved in the test phase has not been declared, Delta has specified that a smaller set will also be able to use Messages from directly within the Fly Delta app.

Delta’s Innovative Solutions

Delta has been exploring many innovative solutions over the past few years. To ease the stress of travel, it has led the industry on a number of innovative mobile solutions including the award-winning Fly Delta app that features automatic check-in, integrated wayfinding, RFID bag tracking and the ability to purchase upgrades with SkyMiles. Not to forget the groundbreaking app that helps Delta pilots avoid turbulence for a more comfortable flight.

Delta Airlines
Delta Airlines
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