Delta has become the first airline to adopt Apple’s Business Chat feature.
The service will be used to conveniently connect customers to a Delta representative when they need support. It will be tested with a select group of users over the summer before expanding its reach this fall.
Business Chat lets iPhone and iPad users easily communicate with retailers, service providers, and more. It can provide automated responses to common questions, or connect users to customer support representatives.
It’s incredibly handy for those who can’t or prefer not to communicate over the phone. And it’s great when you don’t have time to sit on hold until a support representative becomes available.
For the first time, according to Delta, Business Chat is now being employed by an airline in an “industry-leading move.”
Business Chat is quick and convenient
You can use Business Chat in Messages to speak to a Delta Virtual Assistant and find answers to frequently asked questions. Or, if you have a more specific query, you can also speak to a real Delta representative.
“This is about connecting with our customers where they are — and many have told us that they’d rather message with us than engage on other channels like the phone, email or social media,” said Tori Forbes-Roberts, Vice President of Reservation Sales and Customer Care at Delta.
“Messaging is fast, it’s easy and it empowers our customers to connect with us on their terms — messages will even be saved and remain available so customers have a lifeline to Delta when they need it most.”
Testing starts this summer
Delta will roll out Business Chat support in phases, starting this summer, to test preferences and demand. A select group of customers will see a link at the bottom of Delta emails that allows them to contact the airline in Messages.
When you tap the link on an iOS device, Messages will launch automatically and connect to the Delta service. If the link is used on another platform, users will be redirected to the messaging interface on the Delta website.
Business Chat is scheduled to expand its reach to all Delta customers via the Fly Delta app this fall.