Complaining to JetBlue Is About to Get Easier
Through the customer service platform, JetBlue fliers will be able to speak to airline representatives by phone, text, chat, email, tweet, or even through Facebook messenger through one centralized portal. Their interactions will be archived in case agents need to access them in the future.
The platform, which the airline has invested an undisclosed amount of money in, provides JetBlue’s team with a single place where they can see the full history of conversations with a customer to make it easy to locate important data, like current or upcoming flight information.
This also allows passengers to easily shift from email to social media correspondence in real-time, making it quicker and more personalized than the prior experience of switching between separate channels.
“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,” Littleford said in the statement. “Gladly gives us the tools to deliver on our mission in today’s environment.”
The goal is to eliminate the frustrating scenario of being forced to explain the same issue over and over again as a passenger.
Having past conversations on record also creates a profile for each customer, which agents can use to take a more personal tone when speaking with an individual, Frankie Littleford, the airline's vice president of customer service, told Skift.
"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," Joseph Ansanelli, Glady's CEO and co-founder, also said in a statement.
Through the new system, JetBlue can also use recorded conversations to maintain a passenger's flight information and let them know if they are running late from their flight or if the flight is delayed.
For example, if a passenger tweets that they are looking forward to a trip, JetBlue will be aware of the upcoming flight and can quickly notify the user if there are any issues with the flight and send rebooking options all while the traveler is on the go.
The airline is one of the first to build one unified record of the interactions customers have with representatives across various channels, according to Skift, though Delta Air Lines and Southwest Airlines also currently have similar systems in place that store records of past customer service interactions to assist passengers.