News : JetBlue Partners with Gladly to Reimagine Customer Service for Air Travel
San Francisco, CA & New York, NY, USA, Aug 8, 2017 -- JetBlue (NASDAQ:JBLU) and Gladly, a modern customer service platform, 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.
"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.
"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."
Posted by Veronica Silva Cusi, news correspondent
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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: Thursday, August 10, 2017
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