Jetblue + Gladly's Customer Experience Platform
Company: Gladly, San Francisco, CA
Company Description: Gladly is a customer service platform that focuses on people at the heart of it, not tickets or cases. Built for the 21st century consumer, Gladly enables companies to converse seamlessly across voice, email, messaging, chat and social media. Agents are empowered, customers feel known, and companies increase love, loyalty and lifetime value through consistently positive experiences.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Computer Industries
Nomination Title: Jetblue + Gladly's Customer Experience Platform Put People at the Heart of it
Tell the story about your organization's innovations in customer service since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Gladly is reinventing customer service to put people at the center of it, not tickets or cases.
21st-century consumers today are always on and on every channel. They reach out on Facebook, tweet, chat, and text at all times, any time, and they expect to talk to companies the same way they talk to their friends and family.
Gladly has built a customer service platform that supports that - one that puts customers at the focus, instead of a ticket or case number. Imagine starting a conversation with a customer service agent over email, then seamlessly moving to text, and when you finally talk over the phone, you can pick up right where you left off. With Gladly, companies can have these kinds of conversations with their customers without skipping a beat.
Bridging the Gap
Gladly bridges the gap between the experience that customers expect, and the exceptional service companies yearn to deliver, but never had the technology to support.
Most of today’s customer service platforms were built in the 1990s, when the methods to communicate were simple and singular. Unfortunately, much of the fundamental foundation of these platforms has not changed over the past 20 years; instead, legacy platforms rely on piecing together single-channel solutions, resulting in siloed customer interactions. For companies, this means they have one solution for voice, another solution for email, and another solution for chat, and no single thread that ties them all together. For customers, it means needing to repeat their issue every time they reach out on a different channel, or to a different agent.
In addition, these platforms rely on tickets or case numbers to help them keep track of every communication, resulting in a disjointed and often frustrating experience for customers.
In today’s competitive, all-digital climate, where customer experience has become the key to survival, this simply isn’t good enough.
Seamless Experience, No Matter the Channel
Gladly’s approach is different. Gladly is a cloud-based communication platform, that brings email, phone, chat, text, and social channels altogether into a single place so every conversation is always connected to a customer, no matter the channel.
If a customer reaches out on email, then switches over to chat, and follows up over Facebook messenger, the conversation stays with the customer at the center. No matter which agent is assisting the customer, they always have the entire history of that person right there in front of them.
Say Hello to Happy Customers and Goodbye to Tickets and Case Numbers
When customers are treated as people instead of numbers, customers have a better, more personalized experience, and agents can spend more time building empathetic relationships, and less time digging through cases and tickets to understand who they are and what their issue is.
Bringing Humanity Back to Air Travel: Gladly and JetBlue
Recently, Gladly proudly announced JetBlue as an enterprise customer who will leverage technology to help their team focus on what matters most - people.
JetBlue is replacing their legacy systems and using Gladly as the platform to tie together customer conversations over email and phone as well as expand to new channels like chat and text in the future.
From its founding mission to “bring humanity back to air travel”, JetBlue has continuously innovated on what great service looks like. And they chose Gladly, based on the strong alignment of their shared vision for the future of customer service, after evaluating over 100 technology solutions presented to them.
Today, Gladly is being used at JetBlue with the plan of a full rollout to their nearly 3,000 customer support agents, what they call crew members, so customers can communicate the way they want to communicate, while agents can stay focused on the most important piece of it all - the customer at the center.
Gladly is changing the game by enabling companies to treat people as humans, not numbers.