JetBlue Airways Corp. and a startup Gladly Inc., a modern customer service platform, announced a partnership. With this, passengers could now have a continuous conversation with the customer support team and that too across multiple communication channels. The on flight software would also help cabin crew members to have complete information about passengers on board.
Gladly’s system has empowered JetBlue in humanizing the customer service experience, as earlier customers were treated as clients and now they can be treated as people, and this could help them to resolve the problems efficiently and get into the heart of their needs.
JetBlue’s chief digital and technology officer, Eash Sundaram, told that the airline could also roll-out the software for in-flight crew members by next year. This would help attendants to see whether a specific passenger boarded the plane after the experience of missing a different flight so that they can offer them with a complimentary drink.
The software can also help the crew member to offer some complimentary perks or more legroom seats to their frequent fliers who had problems earlier in the flight.
Gladly a San Francisco based company has raised more than $113 million in venture capital from investors. The in-flight system would be built on JetBlue’s use of Gladly software to book, change and board flights similar to technology-focused companies like Amazon.com Inc. and Uber Technologies Inc.
Most airlines are now focusing on improving customer service to differentiate products and services, said Jon Glick, a partner at PricewaterhouseCoopers LLP.
Gladly software is used by JetBlue in its customer-service centers for about three years now. The software shows a timeline of each customer’s interactions with JetBlue—including text, email and phone. The software also lets agents see customer’s favorite seats, upcoming flights, loyalty status, and flight status in one tab.
Mr. Sundaram said that the contact center could be a great relationship-building place. The need of the hour is to be so perfect in dealing with issues in terms of getting customers back on our plane again.
Earlier, JetBlue had 5 different systems that stored customer data. Since 2017, average call times have been cut down by 40 percent, now in general representatives save between 30 seconds and 5 minutes on calls, as per Gladly.
JetBlue has not disclosed how much it has invested in but said all of its 2,500 customer representatives are using this technology. According to Gladly, the product costs about $150 per agent per month.
Technology executives from industries like retails, travel, and hospitality, etc. now feel that they need to be tech-savvy so as to compete against digital giants believe more on customer experience.
Everybody now wants experiences like Amazon, said Chris Howard, chief of research for Gartner Inc.’s CIO Research group. It anticipates what the customer wants.
JetBlue was founded with a mission of bringing humanity back to air travel and this partnership with Gladly enhances its focus on humanity by prioritizing customers experience.