Customer Experience
Mobile Experience
Extend the service journey beyond the physical waiting area.
The mobile experience is a Customer Experience channel: join a queue, book an appointment, receive SMS, and select a branch — not a generic consumer super-app.
The challenge
The journey starts before the customer reaches the door.
If booking, waiting and branch choice only exist on site, customers have no way to prepare the visit or wait without standing in the room.
- Customers cannot join a queue before they arrive
- Booking is not available on the device they already use
- Branch selection happens without the rest of the journey
What the mobile channel supports
Join a queue
Let customers enter the queue from mobile.
Book an appointment
Support appointment booking on the same channel.
SMS
Send SMS as part of the mobile customer-experience flow.
Branch selection
Let customers choose a location before they travel.
FAQ
Questions about Mobile Experience
Is this a standalone consumer app brand?
It is the Customer Experience mobile channel: queue, booking, SMS and branch selection. It is not positioned as a generic super-app.
Related Customer Experience capabilities
See how Customer Experience would work on your network.
Walk through a branch, agency or service-point journey with a use case from your operations.