JetBlue Partners with Gladly to Reimagine Customer Service for Air Travel
August 08 2017 - 6:00AM
Business Wire
-- With Gladly, JetBlue customers will soon be
able to experience personal, continuous conversations across
multiple channels, seamlessly --
JetBlue (NASDAQ:JBLU) and Gladly, a modern customer service
platform, today announced a partnership that will enable travelers
to have one continuous conversation with JetBlue’s customer support
team across multiple communication channels. 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.
“We’ve always taken an innovative approach to customer service
and this partnership will further advance our leadership,” said
Frankie Littleford, vice president customer support, JetBlue. “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.”
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.
For example, a customer can tweet that they are looking forward
to an upcoming family vacation, then on the day of travel, text
JetBlue that they’re running late to the airport and might miss
their flight. In one screen, JetBlue will be able to view the tweet
and text to quickly understand the stress of that situation, text
back rebooking options, and send an email confirmation of the
change while the family is still in transit. This example is one of
countless scenarios where JetBlue can save time and quickly offer
personal and helpful service to customer.
“JetBlue and Gladly have a shared focus on people and humanizing
every experience. By empowering JetBlue crewmembers with technology
that helps them understand their customers more deeply, it frees up
crewmembers to focus on what matters most – the person,” said
Joseph Ansanelli, CEO and co-founder of Gladly. “JetBlue stands out
as one of a handful of companies for whom customer service isn’t an
afterthought – it’s fundamental to who they are as a brand. We're
thrilled to partner with JetBlue to help them continue to raise the
bar for exceptional experiences.”
As a company known for award-winning customer service, JetBlue
was founded on the mission of bringing humanity back to air travel.
Today's partnership with Gladly further enhances its focus on
humanity by putting people at the center of its customer support
experience. By centralizing conversations around the customer,
JetBlue is able to have more empathetic personalized conversations,
building stronger relationships.
Gladly was brought to JetBlue by JetBlue Technology Ventures,
the venture capital subsidiary of JetBlue Airways, which incubates,
invests in and partners with early stage startups at the
intersection of travel and technology. After a 12-week deep dive to
imagine “The Future of the Contact Center,” JetBlue Technology
Ventures determined Gladly to be one of the most innovative
companies in customer service. Because Gladly is such a strategic
part of the future vision of service at JetBlue, JetBlue Technology
Ventures has invested in Gladly. Through both the product
implementation and financial investment, JetBlue is partnering with
Gladly to deliver amazing, personal customer experiences.
About JetBlueJetBlue is New York's Hometown Airline®, and
a leading 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 U.S., Caribbean, and
Latin America with an average of 1,000 daily flights. For more
information, please visit www.jetblue.com.
About GladlyGladly 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. With Gladly, agents are
empowered, customers feel known and cared for, and companies
increase revenue and brand loyalty through consistently positive
experiences fit for every consumer. Gladly is based in San
Francisco and funded by Greylock Partners, NEA, GGV Capital and
JetBlue Technology Ventures. Learn more about the company at
(https://www.gladly.com/company/).
About JetBlue Technology VenturesJetBlue Technology
Ventures invests in, incubates and partners with early stage
startups at the intersection of technology and travel to improve
the entire travel experience. The company prioritizes investments
that advance the customer-centric journey; technology empowered
customer service; the future of operations and maintenance; revenue
management, sales & distribution; and new regional transport
ecosystems. Founded in 2016, JetBlue Technology Ventures is a
wholly-owned subsidiary of JetBlue (NASDAQ: JBLU) and is located in
Silicon Valley, Calif. For more information, visit
JetBlueVentures.com.
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MediaJetBlue Corporate CommunicationsTel: +1
718-709-3089corpcomm@jetblue.comorGladlyJenny RoyVP,
Marketing at Gladlyjenny@gladly.com
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