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. When in the air, that meant full-size soda cans, ample leg room, and complimentary in-seat satellite TV. And in the contact center, it meant an experience that made their customers feel valued and recognized.
Key Results
Customer Insights
Having key customer information in a single view gives agents better insight into who their customers are and their needs.
Relationships That Last
With customer history and information at their fingers, agents can have empathetic conversations that build bonds.
Seamless Segues
Having every communication in a single timeline means no more repeat-and-recap needed.
But with their previous customer service platform, JetBlue’s support agents (or crewmembers, as they call them) didn’t feel empowered to deliver the kind of experience they wanted to.
When a customer reached out, they couldn’t see any context around who the customer was—like the flight they had purchased, or (if they’d reached out before) what they’d said.
But with Gladly, JetBlue’s crewmembers can now see key customer details like the flight they’re scheduled to be on, the status of those flights, and what they’d last reached out about. And that’s translated to a faster experience for the customer, and a better experience for the agent as well.
Read the case study to see how JetBlue has been able to provide a seamless, effortless experience to their customers—both in the sky and in their contact centers.
