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Across multiple businesses and organizations globally, customers expect quick resolution to service related issues and prompt assistance to any high priority queries or escalations they come across. In most of the cases, the field personnel are not equipped to provide prompt response to customer requests. The Rapid Assist app helps in overcoming such situations by enabling such customer facing associates to connect with corporate liaisons (SME) and get their queries resolved with a quick response time ensuring enhanced customer satisfaction and experience and as a result improve brand loyalty.

The solution is suite of two apps - Rapid Assist app for field personnel, Rapid Assist-Experts app for Corporate liaisons, thereby servicing the needs of multiple personas.

It is built using Power Apps, Power Automate and SharePoint Online with deep integrations with Microsoft Teams. The app allows customer facing associates to rapidly connect with the experts to get quick answers, search for information, follow up open requests and allows experts to receive notifications to quickly get on a call to help answer questions.

The following images show examples of the user interface of the app:

The following images show examples of the expert interface of the app:

• Solution overview

  • Data stores

• Deploying the app

  • Deployment guide
  • Troubleshooting