RIFF provides full customer contact services for airports with an entirely new omnichannel approach that matches the changing customer needs. It is our ambition to help passengers in the terminal even better and more efficiently when they have questions or problems. One of our well known omnichannel operations is Schiphol. RIFF was commissioned by Schiphol to set up an entirely new customer contact center and provide daily customer contact with a team of over 100 professionals. RIFF handles all customer contact via all digital and direct contact channels like telephony, WhatsApp and messenger and on location with a specially trained team. In cooperation with our clients, we continuously monitor the customer experiences, and passenger services are improved accordingly.
Personal, self-service information points
The spearhead of our approach is to strengthen the personal contact between the airport and the passengers. At the same time, we see the increased need for digitization. In addition to the provision of information via the usual channels such as telephone, e-mail, and the various social media channels, self-service information points have now been set up at Schiphol. These information points are spread over multiple locations in the terminal and enable passengers to look up their flight information, consult floor plans, and view frequently asked questions and answers. A striking feature is a possibility for passengers to communicate directly with an employee via video call and, if necessary, a Mobile Personal Assistant (MPA) is called in to help the traveler on the spot.