Putting the customer at the center of customer service.
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Industry
Airline
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Agents
3,000
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Support Channels
Chat, Email, Phone, Social
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Customers
40 million annually
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Flights
1,000 daily
A culture built on humanity.
When JetBlue was started back in 1999, they had a clear mission and philosophy: to bring humanity back to air travel. This meant treating the customer with the same dignity and respect that they would expect on the ground – it meant full-size soda cans, ample leg room, complimentary seat-back TVs, and most importantly, a customer service experience that put the customer back at the center of its operations.
As they continue to evolve and grow, JetBlue’s mission to be where their customers are has driven them to modernize their customer support operations and to continually push the envelope on what it means to provide good customer service.
Goal Deliver a more personal, human customer experience
Result Agents can focus on delighting customers, with key customer information on one screen
Goal Meet customers where they are, on their channel of choice
Result Chat, Email, Phone, and Social in one communications platform
Goal Have continuous conversations across channels
Result Seamless experience for customers across any channel
JetBlue's co-pilot to customer delight : Gladly
Gladly and JetBlue are working together to bring a different experience to customers – one that is personalized, thoughtful and one that puts people, not tickets or cases, at the center of it.
