JetBlue says customers will soon be treated to a more seamless customer service experience.
The carrier has teamed up with technology company Gladly for the development of a platform that will enable travelers to have a continuous conversation with JetBlue’s customer service team across communication channels. For example, JetBlue passengers will be able to move from Twitter to email, or from phone to Facebook messaging, without having to recap previous conversations.
Using the Gladly platform, JetBlue customer service representatives will have a single view of all conversations with a specific customer. That compares to legacy systems, which put each communication channel into a different silo.
“Once implemented, JetBlue customers will be able to have continuous, real-time conversations through whichever channel they prefer at the moment,” the carrier said. “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.”
As part of the partnership, JetBlue subsidiary JetBlue Technology Ventures has invested in Gladly, a San Francisco-based startup.
JetBlue didn’t say how much it has invested and did not give a start date for the integrated customer service platform.
By Robert Silk / August 08, 2017
Source: Travel Weekly