Airport services
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.
Engagement services
De eerste stap op het pad naar social media succes is een relevant overzicht van de huidige stand van zaken. Met een quickscan schetsen wij een beeld van de activiteiten en de performance van je social media kanalen. Wij helpen je de social media kansen te benutten voor jouw bedrijf.
Your digital customer contact strategy is part of your overall digital strategy. That visibly belongs together. We help you discover your online voice and grow a positive image online.
Our social media consultants and specialists can teach you and your team the intricacies of the online customer care profession.
Social media reports provide insight to the behavior of your followers on social media. And also on the effect of the content that you post. That way you know whether your efforts are sufficient.
Your customers can provide valuable feedback about your products and services. For example, they leave a review on Google and Trustpilot or in the Appstore for your own app. We act on these reviews.
With Community Management we build on your brand online. We engage in conversation with your fans and followers, and we learn from them. What are their needs when it comes to your products and services?
