Marina Bay Sands Expo and Convention Centre, Singapore
The Future Travel Experience 2019
The FTE Asia EXPO is Asia’s biggest passenger experience and business performance exhibition. As the leading digital engagement service partner, RIFF showcased a new omnichannel approach that matches the changing customer needs.
Omnichannel passenger 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.
We showcased the omnichannel operation as we provide at Schiphol Airport. 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 the usual digital and direct contact channels like telephone, WhatsApp and messenger. On top of that we introduced a Self-Service Unit, where users and customers can look for information such as floor plans and frequently asked questions. Or even communicate directly with an employee via live videochat. Besides all that, we also provide Mobile Passenger Assistents on location.
In cooperation with our clients, we continuously monitor the customer experiences, and passenger services are improved accordingly.
Our RIFF team spoke to many professionals from the aviation industry, sharing our expertise in digital customer care.
We were able to provide 135 demo’s in 2 days! Our live videochat solution, where visitors could ask questions to of our professionals in Amsterdam, was highly appreciated.
The first working visits of airports and airlines interested in RIFF’s omnichannel passenger services are expected mid-January at Schiphol Airport.
Article on APEX magazine
RIFF CEO Tobias Walraven was interviewed by APEX magazine as a result of our presence at The Future Travel Experience 2019 with the omnichannel passenger services RIFF provides at Schiphol Airport.