JetBlue Switches to Customer Service Tool Built by Startup it Funded
Photo Credit: JetBlue has not only invested in Gladly, a startup building unified customer relationship management software, but it is also adopting the company's platform to enable a continuous conversation with JetBlue’s customer support team across multiple communication channels. JetBlue
Skift Take
JetBlue will be one of the first airlines to build unified records of all the interactions that each customer has with it via phone, text, and so forth. We hope other airlines copy the move to improve their service.
JetBlue Airways is illustrating two broader airline trends at once: It's one of several airlines that have been investing in startups to get early tastes of the latest technical innovations, and it's one of many airlines investing in upgrading customer service in light of recent meltdowns and government investigations.
Through its venture arm, JetBlue Technology Ventures, the low-cost airline has invested in Gladly, the maker of a customer service platform for various companies, including airlines.
The amount of the minority investment has not been disclosed but has been estimated at $2.5 million. JetBlue participated in a $36 million funding round this spring. That round brought the total that the San Francisco-based Gladly has raised to $63 million.
