JetBlue’s Commitment to Customer Service
A pioneer in the airline industry, JetBlue has long attracted customers with its winning combination of service and value. Staying true to its motto of providing “superior service in every aspect,” JetBlue introduced an innovative, new program called AskBlue, which provides rapid and reliable responses to customer questions across communication channels.
Results with KANA
Using solutions from KANA, JetBlue improved average customer response time by 93 percent. Additionally, the company achieved a 63 percent reduction in customer emails with AskBlue’s self-service offering. JetBlue is now able to respond to customer requests more quickly and efficiently, helping the organization increase customer satisfaction ten-fold. JetBlue’s relentless attention to the service experience has not gone unnoticed. The Company has consistently outranked all other airlines in its class in customer satisfaction and was recognized as Best Domestic Airline, by the readers of Conde Nast Traveler in the 2007 Readers’ Choice Awards.
“At JetBlue Airways, we have strived to create a brand that is synonymous with first class customer service and outstanding value,” said Michelle Hansen, Manager, Customer Feedback at JetBlue. “KANA helps us deliver on both of those promises: providing the superior service our customers’ demand, while reducing costs so that we can continue to offer the best value in the industry. We are honored to receive the 2007 KANA Summit Award for exceptional service and support, and look forward to a continued partnership with KANA.”
“The KANA Summit Award is intended to honor those organizations that are taking service to the next level,” said Michael Fields, CEO of KANA. “With innovative programs like the Customer Bill of Rights and the ‘AskBlue’ customer service program, JetBlue has clearly demonstrated that customers are the Company’s number one priority. JetBlue’s unwavering commitment to service excellence continues to earn customer loyalty and fuel the airline’s growth. KANA is pleased to support JetBlue in its quest to bring humanity back to air travel.”
About KANA
KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com.
NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
For more information about JetBlue, please visit www.jetblue.com
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