Gladly, the company making customer service personal, announced a new capability that allows companies to offer live chat from within their branded mobile applications. With this feature, consumers can now chat with customer support teams right from within a company’s native mobile app, without having to go to other places to get help. JetBlue is rolling out the ability to chat with its customer support team, who they call crewmembers, from within its JetBlue mobile app.
"Our partnership with Gladly has always been about meeting customers where they are, on any channel they choose. Whether that’s through voice, web chat, SMS or email, Gladly helps us stay true to our spirit of innovation and putting customers at the center of everything that we’ve done since our very first flight. We’re excited to extend the convenience for customers to chat with our team without ever having to leave our mobile app," said Frankie Littleford, JetBlue’s Vice President of Customer Support. "Adding the app to our lineup of customer service channels has given crewmembers the ability to better serve customers when they’re most likely to need support: while they’re traveling. Not only is chat often more efficient and gives crewmembers a better understanding of our customers, we see chat as an increasingly popular way for JetBlue customers to communicate with us too. Providing our customers with in-app chat support is a win for our customers, and a win for JetBlue."
"The expectations that customers have today for how they want to talk to brands is modeled by how they communicate in their personal life with friends and family. People want to get in touch quickly, on the platform that’s most convenient in that moment," said Joseph Ansanelli, CEO and co-founder of Gladly. "Great brands attract customers, but only great customer service, that’s radically personal, keeps them loyal and coming back. The introduction of in-app chat furthers our vision of empowering companies to meet their customers where they are and deliver radically personal customer service for everyone."
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. 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.
About JetBlue Airways:
JetBlue Airways Corporation, often stylized as "jetBlue", is an American low-cost airline. The company is headquartered in the Long Island City neighborhood of the New York City borough of Queens.
Published: Wednesday, October 30, 2019
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