The Systems That Drive Customer Experience Management

The Systems That Drive Customer Experience Management

Every business can agree that creating memorable customer experiences is a priority as it plays a considerable role in consumer purchasing decisions. In fact, 73 percent of customers say it’s a significant factor in deciding who to do business with.

These experiences happen across many different channels including digital, online, and in-person. In-person interactions lacking in structure can be chaotic leading to dissatisfied customers, especially during peak buying times. However, technology can help businesses transform the customer experience to support repeat business and positive word-of-mouth advertising.

What Is Customer Experience Management?

Customer experience management refers to strategies and technologies that foster customer engagement and satisfaction at every touchpoint. Digitally speaking, there are many advanced ways to do this, from personalizing emails to providing omnichannel communication options.

On the physical component, customer experience management is less mature. Although it is arguable that most businesses would like to improve the in-person experience, the fact remains that few truly understand how technology can convert outdated frameworks to meet evolving needs. Instead, people often have to wait in long queues which can cause frustration and negative customer experiences.

So, what’s the answer to better interactions? Invest in customer experience management technology designed to enable digital lines to streamline the entire in-person customer journey.

What Features Should You Seek In Customer Experience Management Technology?

A customer experience management platform should have many robust features to meet customers’ needs and ensure more seamless operations. Here’s what you should be looking for when evaluating queuing options.

Digital Lines And Choices At Check-In

First, the platform you select should enable digital lines. A person can join a line online before arriving at their location, or they can check-in at a touchscreen kiosk upon arrival. With this type of workflow, customers have more autonomy and flexibility.

Here’s a breakdown of how check-in options work.

Provide choices for check-ins, either on their mobile device, through a kiosk, by scanning a QR code, or in person. More sophisticated systems will allow customers to indicate the purpose of their visit which can enable multiple digital lines as well as estimated wait times.  With this information, employees will be better prepared to serve them.

SMS And Email Notifications

After check-in, your customers can receive an expected wait time based on collected business data. That’s the first expectation you set and can deliver through SMS and email notifications. Customers can stay up-to-date on when their turn is removing the guesswork and frustration over unknown wait times. With this information, they may even perceive a lesser wait time.

Improving Point Of Service

Notifications will be sent when it’s someone’s turn to interact with your employees. Since you already collected data at check-in, your staff already knows why they are there which can speed up the service interaction. It makes the process more efficient, and your customers can get what they need and carry on with their day.

Keeping Engaged Post-Service

Finally, once the customer has completed their transaction, you can use your customer experience management platform to continue communications. Send follow-up emails or texts with surveys on satisfaction with service. Gathering this kind of customer feedback can prove valuable information to optimize customer experiences. You can also send thank you messages and information to encourage future visits.

Enhance Customer Delight And Improve Business Operations

These features and options create experiences that are effortless and unique to individual customers. When you prioritize convenience and work to address pain points in the buyer’s journey, customers will know that you value their time and their business.

Operationally, these solutions manage wait times and address queuing challenges, which is critical for efficiency. It’s more than that, however. It’s about creating a process that makes a customer’s experience positive and as frustration-free as possible.

Find out how you can deploy a customer experience management queuing system to deliver these benefits today. 


Erik Berg

I'm Erik Berg, an experienced technology executive with a proven track record of success with Queue Management Solutions.

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