New York based carrier JetBlue plans to significantly improve the way it interacts with customers amid increasing scrutiny over the overall standards of customer service in the industry.
To achieve this JetBlue is investing in tech firm Gladly and will adopt its customer service platform.
JetBlue hasn’t disclosed the size of the stake but is thought to be about $2.5 million.
The Gadly platform collates all data from a customer’s interactions with the airline across all communications.
This includes email conversations, social media, and full booking history.
This is something JetBlue has never before had access to in a single interface.
"JetBlue and Gladly have a shared focus on people and humanizing every experience. 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," said Joseph Ansanelli, CEO and co-founder of Gladly.
JetBlue staff will have access to all a customer’s previous interactions, past booking history and upcoming flights ‘so they can engage with them on a much more personal level,’ Ansanelli said.
All email communications will be added to the platform this fall and it will be expanded in phases over the next year to include all other methods of communication.
"We’ve always taken an innovative approach to customer service and this partnership will further advance our leadership," said Frankie Littleford, JetBlue’s vice president of customer support.
"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."
