Portfolio > United Airlines > Customer Service
Project Info
Objective: United Air Lines hired Billups Design because it wanted to upgrade its online customer services area at united.com to allow users and United employees to rely dramatically less on call-center support and more on software.
Solution: Billups Design closely partnered with a leading SaaS company to create a customized knowledge-base with search, contact forms, ratings, recent/related, share and other social tools – and all of it complied with the very well defined brand and user experience guidelines for United Air Lines and united.com. In addition to designing and integrating the KB, Billups Design also wrote the dynamic contact forms and related software in Java and Javascript to accommodate united.com proprietary technical requirements for the Baggage Services, Customer Relations, Groups Plus, Mileage Plus and Red Carpet Club.
Results: Since its launch in late 2007, United Air Lines handles literally hundreds of thousands of customer service requests daily through the contact software Billups Design wrote, which successfully routes the data to a sophisticated set of inboxes, including error-handling with alerts.
Project Url / http://www.united.com/customerservice
