|By Business Wire||
|March 7, 2014 08:05 AM EST||
Gogo Inc. (NASDAQ:GOGO), a leading provider of in-flight connectivity and a pioneer in wireless in-flight digital entertainment solutions, and Sparkcentral, the real-time social media customer service platform, today announced a joint partnership that supports Gogo’s real-time customer service through social media channels to customers in the air and on the ground.
It's a new age of customer service, where customers talk to companies not only in real-time, but even from 30,000 feet and 600 miles per hour.
Gogo has been providing in-flight Wi-Fi since 2008 and now serves more than 2,000 commercial and more than 6,500 business aircraft. In February, Sparkcentral announced it would be working with eight global airlines, and now it extends its in-air care to technical troubleshooting.
“Being able to communicate to customers 24/7 both in the air or on the ground is a huge part of our operational advantage,” said Ash ElDIfrawi, Gogo’s chief commercial officer. “We know that customers often take their issues to social media and we want to be able to engage with them in real time and Sparkcentral will help us do that more efficiently.”
Customer Care in the Air
Sparkcentral enables Gogo to respond to customers and help potentially trouble shoot issues they might be having accessing the Internet. Real-time responses bring real-time customer satisfaction.
“We're living in an ever-accelerating, real-time digital world,” said Sparkcentral Founder and CEO Davy Kestens. “We’re pleased to further embrace the airline industry as yet another industry that chooses to build loyalty through better customer-centric service.”
Gogo will premiere the service Saturday, March 8 at SXSWi, on the world's first ever in-air food truck, when a plane full of social media influencers and journalists take to the air to enjoy some BBQ and in-flight Wi-Fi.
Gogo is the global leader of in-flight connectivity and wireless in-flight digital entertainment solutions. Using Gogo's exclusive products and services, passengers with Wi-Fi enabled devices can get online on more than 2,000 Gogo equipped commercial aircraft. In-flight connectivity partners include Aeromexico, American Airlines, Air Canada, AirTran Airways, Alaska Airlines, Delta Air Lines, Frontier Airlines, Japan Airlines, United Airlines, US Airways and Virgin America. In-flight entertainment partners include Aeromexico, American Airlines, Delta Air Lines, Japan Airlines, Scoot and US Airways. In addition to its commercial airline business, Gogo has more than 6,500 business aircraft outfitted with its communications services.
Back on the ground, Gogo's 600+ employees in Itasca, IL, Broomfield, CO and various locations overseas are working to continually redefine flying as a productive, socially connected, and all-around more satisfying experience. Connect with Gogo at www.gogoair.com, on Facebook at www.facebook.com/gogo and on Twitter at www.twitter.com/gogo.
Sparkcentral enables enterprises to put their customers front and center. Customer service teams use our software to efficiently handle large amounts of inbound inquiries over social media in a fast and structured manner. Many large consumer-focused brands across various industries are adopting Sparkcentral to manage one-on-one real-time relationships with their customers. Visit us at Sparkcentral.com, on Twitter, Facebook, LinkedIn and Google+.
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