Wilmarie Ramos Cotto, Global Ticket Support Specialist, took the world behind-the-scenes at Delta’s Customer Engagement Center in Tampa. Not only that, she allowed Delta’s Instagram followers to ask her questions in real-time using the platform’s new questions sticker for Instagram Stories, which were then answered publicly in a subsequent post.
“Part of our strategy on social media is focused on sharing Delta Proud moments through our very own employees,” said Ryan McFerrin, General Manager — Marketing Social Media. “The direct connection between various work groups and our customers through these Q&A’s is a great way of bringing ‘No One Better Connects the World’ to life.”
Delta’s followers were quick to engage. Inquiries ranged from “Do you assist customers from all over the world or just the U.S.?” to “How long have you worked for Delta?” It gave a comprehensive look behind-the-scenes of both the center and specialist.
“It was so fun meeting Wilmarie, learning more about this lesser known piece of the business and working through the logistics of making the Q&A happen,” said Laura McGill, Lead Project Manager — Marketing Social Media who is leading the Instagram series. “I love how this engages our social followers, shares our employees’ passion for Delta and authentically humanizes the brand.”
The story went live on Delta’s Instagram Story on August 15. The series will feature a different employee group once a month allowing customers to get an authentic view of the people behind the operation. Follow the Delta Instagram page to see future iterations.