Queuing Systems For A Greater Customer Experience Is On The Rise
Here we are, March of 2018, are
you lining up your management strategies and keeping up with the latest trends?
Somethings never change, nor should they, such as productivity, customer
satisfaction, profitability. That said, here are some trends you might want to
consider:
Lining Up Your Business
Strategies:
Most business owners realise
that their queueing technologies and approaches must be integrated and
responsive to their specific business niche. An airport, for instance, does not
need automated call forward at customs, customer services, or mobile lining up
for ticketing. That is because no two businesses are the same and one size does
not fit all.
Virtual Queuing Will Increase The
Customer's Experience:
Virtual queuing leverages
technology to manage services and improve your customer flow by virtually placing
customers in line, calling those who need a service, monitoring customers, and
service allocations. This virtual queuing technology updates customers on
waiting times, status updates, two-way texting, and relevant notifications. Mobile
queuing can now cut the waiting time way down and improve the entire process of
the customers experience.
When implementing a virtual
queueing system in your business, it is important to consider including a Charging Station for customers with low battery.
Call-forward Systems Allow
Customers to Browse While They Wait:
Call-forward systems use visual
and audio to get customers lined up for the next available service depot. Customers
do not have to worry or become confused while in line because they know their
turn will come up and they will be immediately notified.
The ever-popular prompt system
requires customers to answer some questions on an iPad which will provide them
with a specific number or sequence. This number is announced or viewed on the
digital screen when it's their turn, in line, to be served. While the customer
is waiting to be addressed, they can browse your store, take advantage of
sales, and shorten the perceived wait time which will lead to a greater
customer experience.
To get your call-forward system
started, you’ll need an iPad stand and a Digital Screen Mount to display the numbers in a
high visibility area.
Self-Service In Kiosks:
Businesses across various
industries are starting to take notice and use kiosks to help customers place
orders, ticketing, to check-in, or to check-out, along with many other
transactions. That said, kiosks do not completely cut back on the waiting time,
they simply dictate where the line is forming. Businesses are starting to use
self-service kiosks to eliminate face-to-face customer interactions and speed
up the customer flow.
For budget-friendly self-service
kiosks, you should consider Standing iPad Displays or
Wall Mounted iPad Displays.
Transparent Queues:
Transparency has become a
leading concern for businesses in order to provide exceptional customer service. Being open and honest with your customers
about how products or services will impact their overall experience.
If there is an issue, customers
want to know what happened and when their problem will be resolved. Businesses now have the ability to provide
customers with accurate real-time information regarding their status for their
waiting time. By letting your customers
know how long they will have to wait and know what has caused the delay, gives
customers a great deal or satisfaction with your level of service.
Our top queue
management products for 2018:
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