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United Airlines Equips Customer Service Reps with iPhones

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United Airlines Equips Customer Service Reps with iPhones

December 09, 2015
By Michelle Amodio
TMCnet Contributor

There are few worse travel woes than waiting in long lines at the airport to deal with flight hiccups. Tired, frustrated travelers, rejoice. The customer service experience is about to be a little easier, specifically if you’re flying with United Airlines.

The company announced recently it’s arming its customer service reps at United Hubs with the iPhone (News - Alert) 6 plus. The goal of this modern and mobile solution is to “meet customers’ needs more quickly.” Essentially, this means you will no longer have to wait in lines serviced only by two gate agents to help you with your flight options. Need to print a boarding pass? Canceled flight has you scrambling for another? Not sure how to check in at a kiosk? Agents can now help you more effectively and easier than before.

Other enhancements will include tools to provide full check-in capabilities in airport lobbies and the ability to offer customers much of the same functionality as traditional airport kiosks.

"Our employees told us they needed better tools to serve our customers, especially during severe weather and busier travel times," said Jon Roitman, United's senior vice president of airport operations. "We have seen great success with the custom-made tools on the iPhone 6 Plus and believe expanding the use of a smart phone device with other applications is a great investment in our employees."

This move from United Airlines highlights the push for a more mobile-centric environment that not only helps agents do their jobs better, but benefits the customer as a whole as well.

We’ve seen mobile POS devices on the floors of big retailers like Apple and Microsoft (News - Alert), so it makes sense that we’re seeing smartphones and tablets being used in industries far beyond retail. Using a mobile-driven omni-channel strategy can create loyal customers for life because it enhances data collection, extends products, shows customers targeted and specific advertising, and transforms how agents can help customers. For United Airlines, with a mobile device in hand, agents become an even deeper part of the travel experience.

Mobile devices get associates on the floor and interacting with customers face-to-face, helping customers find what they’re looking for and solving problems on the spot. This face-to-face interaction is a positive experience for customers.

Being able to deliver effective customer service via mobile devices will help brands and organizations offer elevated customer service experiences, no frustration or waiting required. 

Edited by Maurice Nagle

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