When flying home for Christmas these past few weeks, I found a great deal with SAS and booked my ticket online, hassle free.
And I was even more impressed that SAS have a fantastic app that brings the whole check-in process to mobile, with iPhone passbook integration, Eurobonus summary, newsstand and even a hotel booking service.
But I was surprised to find that there was no communications feature, or any way that I could call customer service or a hotel that I wanted to book via the app.
The app lists customer service numbers by location, but when a user clicks the phone number, they are just directed to the standard phone-calling app.
Think of the opportunity that this app could have with a simple in-app communication feature.
This would help users get help from SAS and enrich their app experience, keeping their mobile users mobile.
This was my first time checking in via mobile, so I had some questions. What I did not want, was to turn up to the airport and find that the system had failed me and I was not allowed on the flight. I wanted to call customer service, but instead had to find the number through the app or head back to the website and call a local number.
Easy enough, but for an app with so many other great features, I thought this let it down. It would be great if there was an in-app calling feature, where I can press one button, and be connected with someone at SAS who can see my account, where I have been in the app and get straight to my issue quickly.
Just my 2¢
What do you think? Are they any other apps that you have used that could benefit from in-app calling?
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