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I actually don’t think this is the case for JetBlue - they’ve always been focused on providing good customer service. Customer service reps can address the 80%
by thatswrong0 8y ago
I actually don’t think this is the case for JetBlue - they’ve always been focused on providing good customer service. Customer service reps can address the 80% simple support cases more efficiently over chat than on the phone. You _could_ say that yes, efficiency is about the money, but really it’s a better experience for everyone involved (customer and service rep) to spend less time getting support.
- samstave 8y agoStill, thats a rosey goal - I just have a cynical-pessimistic view on the actual outcome...
- thatswrong0 8y agoThis is already a thing at JetBlue - they rolled out a chat widget on their website recently and it has reduced the number of incoming phone support requests. Their customer service reps working chat love it because they can help more customers in the same period of time. Even better is that if the rep still needs to talk with the customer over the phone to address an issue.. they can! The agent can just call the customer to address that 5-10% use case. I don't foresee them getting rid of phone altogether.. _that_ seems rosey. But I certainly see a 95% chat / SMS future with voice only as strictly needed.