NEW YORK — JetBlue is forming a partnership with Gladly to improve customer service at the airline. Based in San Francisco, Gladly enables travelers to have one continuous conversation with JetBlue’s customer support team across multiple communication channels.
Gladly was introduced to the company 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. JetBlue Technology Ventures has also made an investment in Gladly.
Gladly’s people-centered approach empowers companies 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.