JetBlue fixes one of the most frustrating aspects of travel with a new program in partnership with Gladly, a customer service platform.
The partnership enables travelers to have one continuous conversation with JetBlue’s customer support team across multiple communication channels. This eliminates the need for passengers to explain their problem over and over again to different customer service personnel.
The approach empowers JetBlue to streamline the customer service process, getting to the root of customers’ problems and resolving them more quickly.
Once the program is implemented, customers can move from one communication channel — such as phone, text, chat, email and social media — to the next without taking time to repeatedly report their situation.
“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,” said Frankie Littleford, vice president customer support, JetBlue.
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