2009

Social team founded

35 Million

Customers flying annually

99 K+

Social customer inquiries/month

JetBlue is a US-based airline that was founded in 2000 with the mission of bringing humanity back to air travel. In the time since, they get 35 million customers where they’re going each year with 223 aircraft and 925 daily flights. The social media team at JetBlue was formed in 2009 and supports these customers in real-time on channels such as Twitter and Facebook.

When we saw the collaborative workflow in Sparkcentral, it clicked – this software was built for teams like ours.

– Laurie Meacham, Manager of Customer Commitment at JetBlue

Download this case study and see how JetBlue:

  • Which unique challenges brands face when creating a unique real-time customer-first social strategy and how JetBlue overcame those obstacles
  • How choosing the right technology increased JetBlue’s social volume and improved their ability to handle customer issues in a timely fashion
  • Which agent workflow improvements have had the biggest impact on JetBlue’s social care team and their customer satisfaction
jetblue preview

Overview

In 2014, the social media team at JetBlue switched from a light social engagement tool to Sparkcentral, a dedicated social and mobile customer service platform, in order to deliver consistent, timely and proactive care on social channels. The switch to Sparkcentral drove increases in inbound social volume, reduced response and handle times, ushered in improved agent productivity and reduced servicing costs.