JetBlue will centralize all customer communications through a new partnership with Gladly and will also invest in the business through its JetBlue Technology Ventures.
Gladly brings together all customer contacts - via phone, text, chat, email, Tweet or Facebook message - into a single passenger record, which avoids customers having to repeat information they’ve already submitted on one platform when contacting the airline through another.
This facilitates contacts in real-time throughout the journey using the method of contact which is most convenient to the traveller at the time. Customers will also be able to switch contact channels mid-conversation, while customer service representatives will see the full history of customer conversations even for previous flights.
For example, if a customer shared on social media that they were looking forward to a family trip with JetBlue and then notified JetBlue of problems on the day of travel, JetBlue’s customer service team could see both the current situation that needs to be addressed and the degree of importance the customer places on the journey, which supports adequately empathic response.
The multiplatform features of the Gladly system allow customer service to respond dynamically to customers in stressful conditions. For example, they could sending a quick SMS with alternate flight options to a customer on-the-go, and confirm final travel arrangements via email.
Frankie Littleford, vice president customer support, JetBlue says:
“We started JetBlue with the idea that we could bring humanity back to air travel but the customer support technology hasn’t kept up with the increasing number of ways customers want to interact with us. Gladly gives us the tools to deliver on our mission in today’s environment.”
Joseph Ansanelli, CEO and co-founder of Gladly adds:
“JetBlue and Gladly have a shared focus on people and humanizing every experience. By empowering JetBlue crew members with technology that helps them understand their customers more deeply, it frees up crew members to focus on what matters most – the person”
Related reading:
JetBlue venture arm invests in Betterez (Aug17)