JetBlue Forms Partnership with Gladly, Customer Service Platform
JetBlue and Gladly, a customer service platform, have formed a partnership that is aimed at enabling travelers to have one continuous conversation with JetBlue’s customer support team across multiple communication channels. Gladly gives customer support representatives a single view of all conversations with the customer. This allows customers to move from one communication channel – such as phone, text, chat, email, Tweet or even Facebook message – to the next without taking time to repeat and recap their previous conversations. 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 Technology Ventures, a subsidiary of the airline, has an investment in Gladly.