How Do Virtual Queueing Systems Work?
Modern queuing solutions allow customers to wait in line but simultaneously offer opportunities for productivity.
Businesses that incorporate queue systems understand that their clientele appreciates options that maximize their time. Let’s take a closer look at how effective queueing solutions maximize the time and effort of companies and their customers.
What Is a Queueing Solution?
Queueing solutions can be described as re-inventing the waiting process via technology. Instead of physically waiting on the phone, customers are now offered the opportunity to remain in a virtual lobby.
They are processed in the order they enter the queue and notified when it’s their turn. All in all, this system can prove to be a monumental transformation for businesses and customer experiences alike.
No longer physically waiting in line, customers abandoning their appointments are significantly diminished. Customer engagement is also increased as they receive more personal attention.
How Does Virtual Queueing Solution Work?
Virtual queueing solutions can be approached in several ways. As first mentioned, almost all virtual queueing requires a modern tech device, such as a phone or tablet.
To start, a customer or client will enter the virtual line. This can be generated through an email, a text/SMS message, or scanning a QR code. In essence, a person checks into a virtual lobby or line and is time-stamped upon arrival.
Once in line, they may be prompted to choose their needed services or add personal/customer information. Then, the customer is notified as they move up if additional information or actions are required and when they are due to converse with customer service.
How Does a Visitor Check in to the Virtual Queue?
Offering customers more time by eliminating a physical line is an excellent way to build customer loyalty. Customers appreciate it when their time isn’t inefficiently used.
When customers are ready to be seen, they can book an appointment for a time that suits them or check in on their mobile device or computer. This makes both checking in and joining the line a safe touchless experience. Once in the queue, customers can wait in cars, at alternative locations, or even in the comfort of their homes until it’s their turn. From there, text alerts keep them updated about their place in line. When it’s their turn, they receive another text and are directed to the appropriate representative for their needs. After they’ve been served, you can send the customer a survey to learn more about their experience and collect valuable feedback. Since the survey isn’t being solicited immediately following a physical appointment, it’s possible to receive an even more in-depth report of the overall experience.
Another option, the QR code, involves scanning a code in a physical location, such as outside an establishment. Once the customer reviews the QR code with their mobile device, they’ll be sent information and instructions for how to enter the line and receive updates.
What Are the Advantages of Incorporating Queueing Software in Your Business?
With queueing software, many businesses retain customers by reducing their wait times and increasing the functionality of their experiences. The most successful companies have mastered keeping customers through premium customer service and services.
Enhance Customer Satisfaction
Customer satisfaction often comes down to whether or not the customer feels there is adequate communication. They also appreciate feeling as if they aren’t overlooked or treated equally.
With queue management, customers are more likely to have their questions and problems solved. The waiting process has shifted from customers doing most of the waiting and work to businesses and organizations alerting customers when they are through waiting.
Customers are more likely to experience a successful and satisfactory resolution to their issues or problems.
Reduce Customer Frustration
Waiting on hold on the phone or standing in a slow-moving line can make a bad situation worse. If a customer is already experiencing problems, the last thing they can do is wait patiently.
By contacting customers as they move up the queue, they are more likely to have reduced stress levels. They will be more likely to work with a customer service representative to fix their problems successfully.
Increase First Contact Resolutions
In the past, customers would need to file a complaint or contact customer service with an issue, only to be told a second representative would call or contact them later to offer a resolution.
Queue management allows customers to give detailed descriptions of the problem while waiting. This way, the customer service representative is better prepared to handle and alleviate the issues during the initial conversation.
This makes both customers and companies happy since a first-contact resolution solves a problem quickly for the customer and frees up customer service representatives to handle other issues.
Queue management allows customers to accept wait times without fully committing to staying on the phone or in line. Even by giving an estimated timeframe, customer expectations can be met and satisfied.
Manage the Wait for Greater Success
Establishing and using a queue management system is an excellent step toward maximizing customer service and expectations. At NEMO-Q, our specialty is managing customer wait times and creating specific strategies for different businesses and organizations.
Contact us and see how queue systems can begin transforming your company today.