JetBlue (NASDAQ:JBLU) and Gladly, a modern customer service platform, have announced a partnership that will enable travelers to have one continuous conversation with JetBlue´s customer support team across multiple communication channels, the companies said.
Gladly´s people-centered approach empowers companies like JetBlue to humanize the customer service experience by treating customers like people, not case numbers, and quickly get to the heart of the customer´s needs so they can be resolved efficiently.
Gladly gives customer support representatives a single view of all conversations with the customer, unlike legacy systems that put each communications channel into its own silo. This allows customers to move from one communication channel — such as phone, text, chat, email, Tweet or even Facebook message — to the next without taking valuable time to repeat and recap their previous conversations. Gladly will be implemented in JetBlue´s customer support center.
Once implemented, JetBlue customers will be able to have continuous, real-time conversations through whichever channel they prefer at the moment. They´ll be able to switch communication channels mid-conversation, and JetBlue will be able to pick up where they left off by accessing the full history of conversations with the customer from both current and previous flights.
JetBlue is New York´s Hometown AirlineÂ®, and a carrier in Boston, Fort Lauderdale-Hollywood, Los Angeles (Long Beach), Orlando, and San Juan. JetBlue carries more than 38 million customers a year to 101 cities in the US, Caribbean, and Latin America with an average of 1,000 daily flights.
Gladly is a customer service platform that focuses on people at the heart of it, not tickets or cases. Built for the 21st century consumer, Gladly enables B2C companies to converse seamlessly in a lifetime of conversations across voice, email, SMS, chat and social media.