Case Study: JetBlue achieves scalable, sub-10-minute social customer service with SparkCentral

JetBlue is a US-based airline that was founded in 2000 with the mission of bringing humanity back to air travel

JetBlue, a U.S. airline founded in 2000 that flies 35 million customers annually, built a social care team in 2009 to support flyers on Twitter and Facebook. As social demand grew, the team struggled with a lightweight tool that wasn’t designed for distributed, collaborative workflows, lacked reporting and staffing data, and made it difficult to resolve issues on-channel or manage remote agents effectively.

In 2014 JetBlue adopted Sparkcentral, gaining collaborative workflow, team chat, a shared knowledge base, and built-in reporting and workforce management. The platform reduced response and handle times (regularly resolving social enquiries in under 10 minutes), doubled social engagements year-over-year without adding headcount, improved agent satisfaction and productivity, lowered servicing costs, and increased revenue potential from social support.

JetBlue

Laurie Meacham

Manager Customer Commitment