JetBlue is to introduce a new service that will enable passengers to have one continuous conversation with customer support across multiple communication channels.
The new service comes from san Francisco based Gladly and gives customer support a single view of all conversations with the passenger. This allows them to move from one communication channel – such as phone, text, chat, email, Tweet or even Facebook message – to the next without having to repeat their previous conversations. Gladly will be implemented in JetBlue’s customer support center.
Once implemented, JetBlue passengers 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 passenger 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.
Eventually, JetBlue’s entire team will have access to a passenger’s complete dossier with contact information, past and upcoming flights, along with any and all communication they have had with the airline.
Frankie Littleford, vice president customer support, JetBlue:
“We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership. 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.”
N.B. Image credit: JetBlue