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.