Reasons behind the popularity of Queue Management Systems [Infographic]
Managing customer expectations and realities are critical bookends for any successful business or organization. If the customer is left feeling inadequately served, it reflects negatively on the company, even if it is unavoidable.
Successful management of wait times is one of the most achievable variables regarding customer service, yet it continues to be an area of contentious design and follow-through.
Businesses and organizations can maximize employee effectiveness and minimize customer wait times by implementing a dynamic queue management system.
Reasons Behind the Popularity of Queue Management Systems
The growth of modern technology has been a force for innovation in almost every aspect of life. Computers and mobile devices have supercharged our daily existence by offering a multitude of conveniences and information available at all times.
So, when it comes to customers or patients needing to wait in line, the old methods of physically standing in a line or waiting on the phone to be helped are rightfully seen as outdated.
High Requirement for Automation in Industries
Automation speeds processes and slows wait times across a wide variety of industries. Letting a machine handle a repetitive task, or one in which data and information need to be quickly processed and used, can also offer greater precision or management of information.
Additionally, automation can inform numerous customers of their status while waiting. This can be especially critical for medical patients or transportation hubs, in which time is of the essence.
Rising Popularity of Advanced Technologies
Technology continues to move ahead by leaps and bounds as necessity and innovation continue to fuel each other.
With modern queueing systems, customers can remotely check-in, manage their place in line, and pay for goods and services without ever actually standing in a line.
For businesses and organizations, queueing technology allows for better protection of customer data, improved customer communication possibilities, and reduced operational costs.
Better Customer Management
Providing customers, patients, or clients with a positive or productive experience is necessary to develop good customer relations.
With automated queueing systems, the management of expectations and results can be fine-tuned.
Queue management technology provides personalized services for returning customers and allows for incremental adjustments to meet your customers’ specific needs.
An effective queue management system helps streamline a business financially and operationally. By simply moving an in-person process to an online or mobile-messaged option, employees can be better utilized for other tasks.
Equally, the more efficient a queueing process is, the greater the number of customers who can be processed or helped. With more significant customer numbers comes increased revenue totals.
Optimize Your Business with a Queue Management System
When embracing technology, queueing systems show how changes to a tried and true system can yield significant benefits. Waiting in line has been, and will continue to be, a helpful crowd and customer management tool—the methods in which the general public waits don’t have to stay in the past, though.
Enhances Communication with Customers
Waiting in line has traditionally meant looking to see when it’s your turn, usually based on who’s physically in front or behind in the line. If the line is virtual, how do customers know where they are? How do they recognize if they should keep waiting or give up and leave?
Customers leaving a line because they don’t know their status is a missed opportunity. Those customers had committed to waiting but received no feedback to indicate how long or where they were in line.
With queueing solutions, customers can be alerted of their wait times and line status through SMS messaging or a mobile app. While waiting, they can also be given more information about the specific product or service they’re waiting for.
When waiting in line at a store, items near the register are usually designed to be last-minute additions to a shopping experience. Queue communications can serve as a similar type of advertising and marketing but on an even larger scale.
Imagine redirecting customers to a company website and marketplace while they wait.
By developing enhanced customer communication, the possibilities are endless.
Decreases the Cost of Operation
With queue management, all customers can be greeted with the same enthusiasm and interest. Upon entering a line, they can be given valuable information, asked to complete sign-in paperwork, or offered other services and goods before seeing an employee.
When they reach an employee or attendant, many of their questions have already been answered. The customer’s wait time feels more efficient, and the employee’s time is spent tweaking and finalizing the process for the consumer.
Streamlining a process is always a positive for reducing overall costs.
Provides Expected Queue Time
Customers like to know how long they’ll need to wait. With queue management, customers can be continually updated on their time in line.
Knowing that they haven’t been forgotten and the line is moving is needed encouragement for customers waiting in line. Receiving updates that indicate the status of a product or service can also help customers to remain patient.
Remember, the most effective customer service works to manage expectations and results.
The move to contactless services is one of the most significant changes to customer service because of the pandemic. Accepting deliveries or setting up curbside pick-ups are popular service upgrades that avoid direct interactions or contact between customers and employees.
These are made possible through digital queue management. When a product is ready to be received, SMS messages or digital communications can alert customers and finalize employee orders.
More Customers are Served in Less Time
Streamlining queues with automation, improved communication, and advanced technology enhance and shorten the customer wait time. With more customers through the lines each day, sales, revenue, and customer satisfaction are also set to increase.
Choose a System to Match your Needs
Implementing a queue management system can be particularly beneficial, especially considering the type of business or organization using it. Matching a client with the optimal system ensures that the queue management is effective and scalable for growth.
At NEMO-Q, we focus on determining precisely what each business or organization needs for effective customer and queue management. Contact us today to see how we can effectively help to manage customer expectations and results.