JetBlue announced a new partnership with Gladly to offer live chat from within their branded mobile applications.
The updated JetBlue mobile app enhanced by Gladly will give customers the ability to chat with its customer support team in real-time. The service is in addition to the other support options, including voice, email, chat, text and social messaging.
The Gladly service utilizes the same mobile in-app chat experience that JetBlue agents currently use to communicate with customers via all other channels, which will allow employees to get up to speed quickly with no new software to learn.
“Our partnership with Gladly has always been about meeting customers where they are, on any channel they chose,” JetBlue Vice President Frankie Littleford said in a statement. “Whether that’s through voice, web chat, SMS or email, Gladly helps us stay true to our spirit of innovation and putting customers at the center of everything that we’ve done since our very first flight.”
“We’re excited to extend the convenience for customers to chat with our team without ever having to leave our mobile app,” Littleford continued. “Adding the app to our lineup of customer service channels has given crewmembers the ability to better serve customers when they’re most likely to need support: while they’re traveling.”
Gladly also keeps all of the historical contexts of the conversation between customers and JetBlue employees in a single place so customers avoid having to repeat and recap their stories. Agents can make the conversations easier by picking up the right where they left off…