JetBlue will centralize all customer communications through a new partnership with Gladly and will also invest in the business through itsJetBlue 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.
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