App the Expert
Inflight Enterprises wants to make the customer contact as easy as possible. A lot of their customers want to contact their experts without going through a complex IVR menu's or look information up on their website. Therefore Inflight Enterprises launch the AppTheExpert service, this service enables their customers to simply send a text using the Facebook Messenger, Anywhere365 Webchat or Anywhere365 Gridchat client and be connected to an available Agent. Expanding on the AppTheExpert feature is Location Based selection. If a customer is in the store he or she should be able to ask for more information, preferable from a nearby employee. To achieve this Inflight Enterprises has added their store employee's as Agent in their contact center with their location. Because this is where the most knowledge is of their products.