Techniques for providing customer assistance with real-time feedback are presented herein. A request for customer assistance is generated by a customer using an application executing on a handheld mobile smart device. The request is transmitted to an employee using another handheld mobile smart device. The request is accepted by the employee and a response is transmitted back to the customer. The response includes the employee's expected arrival time at the customer's location and a floor plan map that depicts the progress of the employee as the employee travels to the customer's location.