JetBlue to Deploy Gladly’s New Customer Service Platform to Support More Ways to Interact with Passengers

By Paul Riegler on 8 August 2017
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JetBlue Airways announced it had signed a deal with Gladly, a customer service start-up, to overhaul how it communicates with its customers.

The move comes as JetBlue Technology Ventures said it would invest, alongside other venture capital firms, in a $36 million series B round of funding for Gladly because it sees the technology as “such a strategic part of the future vision of service” at the airline.

Putting Gladly’s tools into place will enable customers to communicate with the airline via a variety of online tools such as phone, text message, chat, e-mail, Facebook Messenger, and Twitter and have one continuous conversation rather than have the information kept in separate silos. This would allow customer service representatives to view what has transpired prior to the current interaction without asking the customer to repeat information.

“Customer support technology hasn’t kept up with the increasing number of ways customers want to interact with us,” said Frankie Littleford, vice president of customer support at the airline. “Gladly gives us the tools to deliver on our mission in today’s environment.”

(Photo: Accura Media Group)

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