The customer experience landscape has changed forever, and recent global challenges have compelled many businesses to invest in their customer experience and service areas such adopting queuing systems and many of other cutting-edge solutions.

In this blog we will introduce you to the best features of queue systems to drive more revenue to your business and keep it winning in the hardest times.

Virtualize customer flow and say good bye to the long customers’ queue.

In the last two years, we have spent more time than any other waiting in long queues. I remember witnessing people leave the queue and never returning, and hearing many of them advise their family and friends to avoid such a business in favor of one that cares more and has invested in a customer queuing system to give a hassle-free customer experience and keep them away from queues. 

As a business owner, we are sure you are aware of research that indicates it is five to seven times more expensive to recruit a new client than it is to maintain one, so what should you do?

Upgrade to the virtual queue management system:

Virtual queuing is not a new concept, but the time has come to invest in it. Let’s find more?

What is the virtual queue system?

It is the system that enables moving the physical long queue from in front of the service branch to the virtual world. In other words, by implementing such a system, your clients would be able to join the queue and take their spot without having to stand the entire time. They can join from their homes or cars and wait comfortably until your staff call them to be served.

How does virtual queue management work?

Customers can join the system and wait in a virtual line in a variety of ways. Every business can design and create the appropriate flow based on client behavior and market conditions.

We'll walk you through the most typical scenario here, and if you need to invest in the system, we can customize it for you:

1. Customers can enter the queue virtually through any online channel: mobile app, button on your website, chatting apps, or by scanning a QR code.
2. Customers choose the branch and service and issue a digital ticket.
3. They will wait in comfort, in their homes, cars, walking in the park, or doing whatever they want, and will receive real-time updates about the queue status, how many customers are in the queue, and expected waiting time.
4. When their turn comes, the staff will call them through a web-based application and they will receive alerts, notifications, emails, and/or SMS.
5. At the end of their journey, they will be able to evaluate every touch point and provide you with accurate information about the pain points.

How does virtual queue management system increase the ROI?

Increasing ROI and sales are continuous goals that businesses strive towards, and adding a virtual queue solution will make this simpler.

1-Reduce client abandonment:

As we mentioned before, many consumers will abandon the long line after waiting for more than 15 minutes, and businesses will not be able to win them back.

That means you need to keep your customers engaged and decrease their actual waiting time within your business area. Therefore, virtual queuing is a critical option since they may join the line before arriving at your company square.

They will be able to spend the waiting time on other activities or doing some side job, and your company will be remembered as a helping hand., providing them with expected waiting time and the numbers of waiting customers will relieve them -it is a psychological trick that helps people to feel in control.

2-Capture the right data to support providing the outstanding customer experience

Customers' data will always be the light that enables you to spot pain points and personalize your customers' experience with your brand or business.

By using a virtual queue management system, you will receive data directly from your customers, whether it is their contact information or their feedback on your business's provided experience. Here we should mention that what distinguishes this data is that your customers are aware of it and are glad to provide it to you. That will give you a great opportunity to fix the mistakes and highlight the achievements. 

3-Enhance service quality and employees' performance:

Just imagine that the customer who arrived at the service counter had spent a long time in the queue and that your employee asked him a lot of questions about the kind of service he needed, his name, and many other common questions. What will happen? of course, this will result in angry and dissatisfied customers, stressed staff, and, in the end, a poor customer experience and many negative comments about your business.

 The virtual queue system will help you avoid all of these situations. Your customers will never wait in a long queue and your employees will know their needs and information before they arrive, so they will feel welcome when your staff greets them by name. Don’t forget here to ask your virtual queue system provider to customize the data field for you.

To learn more about the virtual queue management system, let's talk and arrange for a free demo