One of the biggest challenge for business in Dubai, UAE and all around the world is to provide a great customer experience and customer journey. However, the reality is no one likes to wait in long lines, people often think that waiting in long queues is a waste of time. People thinks that the businesses and brands who failed to reduce the wait time or long queues don’t care much about their customers. Business too could have a very negative perception about the wait time, often businesses think that the wait time can’t be reduced or can’t be reduced more than a certain level. However, that is not the case. The customer wait time can be reduced significantly by proven methods and technologies. The virtual queuing is one of them. It is the most effective queue management system type which help in reducing the wait time. The virtual queue management systems are very effective in managing the customer flow and they also help improving customer experience.
The effective customer flow management also improves employee efficiency which also help improving customer experience. The primary goal of having any queue management system is to make your customers happy and satisfied. Only the satisfied customers are loyal to the brand. The unhappy customers will immediately switch to others as soon as they got another option. Here in Dubai and all around the UAE the competition is too high, customers have a lot of option. The customer expectations are also very high and the customer retention is very difficult. A virtual queue management system is a very helpful tool in improving customer satisfaction hence it improves customer retention too. The loyal customers act as a strong foundation for the business. The business can build their future on that base. If a business keep on losing existing customers then they will have to invest more in acquiring new customers and studies have shown that acquiring new customers could be 8 to 12 times expensive then selling to the existing customers. That is why the queue management system is extremely important for any business. Here are top 10 benefits of the virtual queue management system:
Virtual Queue Management System Benefit No. 1: Reduce Wait Time
The virtual queue management systems can significantly reduce the wait time. In fact the virtual queuing is the only queuing method that can promise to completely eliminate the wait time. Thanks to the remote sign-up, smartphone apps, the other features of the virtual queue management, the customers can be booked a spot in the waiting line (virtual queues) and the estimated time of their turn is given to them, which allow them the freedom to spend their time in other activities or arrive at the branch at the very exact time of their turn. The customers can also schedule a visit or book an appointment at the time of their convenience which also add value to customer journey and customer experience. If customers and visitors will have to wait in the long queues inside the branch then the staff could also get overloaded, as they will have to manage the crowd too along with their primary tasks, which further prolonged the wait time and harm the customer satisfaction.
Virtual Queue Management System Benefit No. 2:Remote Sign-Up
The remote sign-up improve customer experience and provide them freedom to sign-up remotely for the physical queue. That is not all, with the virtual queue management system the customers and visitors can also wait elsewhere, they are not required to wait physically in the queues, instead they are placed in a virtual queue and their number called as they were physically present in the physical queue. The virtual sign-ups can be done through various mediums and methods for example, Queue Management System Smartphone Apps, Online Appointment Booking System, Website, Customer Portals, Email, SMS, Call, etc. When a customer or visitor is remotely signed-up using any medium they have been issued an e-ticket or mobile ticket which is their position in the queue. Along with that mobile ticket they are also given the estimated time of their turn along with the counter number. This helps them to plan their arrival accordingly and save a lot of wait time.
Virtual Queue Management System Benefit No. 3:Prevents Crowd
The crowd and congestion in the branch can have big impact on customer journey and customer churn rate. Customers often leave when they see crowd or too long queues, in addition to that it also put more burden on the staff and management and it is harder to manage crowd. Customers and visitors usually avoid reaching out to staff or spending much time in conversation with the staff when they see a lot of people waiting in the queue or when there is a crowd. This can prevent new sales as well as it will leave your customers unsatisfied. Some customers and visitors often left without getting serve or purchase due to crowd and too much congestion. But a virtual queue management system provides the facility to arrive just in time and immediately get served, which means there will be no congestion or crowd formation, the customers and visitors will be comfortable and the staff can also focus on primary tasks rather managing crowd. The staff performance get improved and they deliver better quality service.
Virtual Queue Management System Benefit No. 4: Implement Social Distancing Easily
Implementing social distancing is mandatory for all public places and offices. If you appoint staff to prevent people from entering into the store/branch then the crowd could form outside the store/branch. People also don’t like such practices. But with the help of a virtual queue management system the customer journey can be made contactless, the management can easily control the number of active queues and can easily prevent congestion. The management can also limit the number of active queues in a way to ensure the social distancing which will protect the customers and visitors as well as the staff.
Businesses and stores in Dubai and all around the UAE are only permitted to have a certain percentage of the full capacity of hosting the number of customers and visitors at a time. Which makes it very hard when managed manually, but with a virtual queue management system the system can be configured to ensure the number of customers and visitors will not exceed that limit. Moreover the virtual queue management system also provide direct communication channels to the customers which makes it easier to send instructions and notifications to the customers and visitors. This helps maintaining the social distancing and implementing other company policies with ease and accuracy.
Virtual Queue Management System Benefit No. 5: Improve Employee Efficiency
The major factors that reduce the staff efficiency are the crowd formation and unbalanced work load. If there is congestion then the employees will have to stay on the counter all the time and they couldn’t spare time for off-the-counter tasks. Which is a big reason of employee work deficiency. Moreover when the customers are coming through a bad customer journey the employee may focus more on a single customer to make them happy and satisfied and for that a single employee will have to spend more time on a single customer. This reduces their daily capacity of handling customers and visitors.
But when the number of customers are controlled and the customer flow is managed by a virtual queue management system there could be no crowd formation, the work load of the employee also get reduced, they can have small breaks too, which significantly improve their productivity and capacity to work. Another great advantage of the virtual queuing is that it can provide basic information and data of the customer beforehand through the agent portal/dashboard which really expedite the service delivery process and increase the capacity of the employees to serve more customers in a single shift.
Virtual Queue Management System Benefit No. 6:Integration with Smartphone Apps
Virtual queue management system also integrates smartphone apps to improve customer journey and customer experience. The customers can get the e-ticket or mobile-ticket from the smartphone applications. The easy sign-up process and is one of the main advantage of the virtual queue management systems. The business can also easily communicate with their customers using the smartphone apps. The live queuing data and ticket information can be published on the smartphone applications. The alerts, notifications and queuing information make sure the customer can easily reach in time to get the service delivered with very little or almost no wait time. The smartphone applications integration also provide other useful information and functionalities such as branch locator, branch details, nearest branch or least busy branches and so on. Moreover the smartphone applications can also be used for various other purposes such as making online payments, submitting customer feedback and much more.
Virtual Queue Management System Benefit No. 7:Collect Customer Feedback Easily
The customer Feedback is a very important piece of information for any business. As businesses often spend thousands upon thousands on solutions and system aiming to improve customer journey and customer satisfaction, it is crucial to understand how your all efforts are going. The best way is to let your customers talk to you, let them identify the areas of improvements and let them tell you what do they expect from you. The customer feedback system comes as an additional module to virtual queue management system. The businesses can utilize this module to collect various types of customer feedback such as NPS (Net Promoter Score), Customer Effort Score, Customer Satisfaction store and much more. The feedback can be collected via smartphone apps, SMS, emails, online links, etc. The feedback data is very helpful in identifying the areas of improvement. It help businesses to understand their strengths and weaknesses. It is also very helpful in evaluating employee performance, customer journey, business practices, product/service quality and a lot more.
Virtual Queue Management System Benefit No. 8:Cost Reduction and Profitability
The virtual queue management systems can be very helpful for business in cost reduction and improving profitability. The less wait time, enhanced customer journey, quick service delivery, and employee performance can significantly increase the overall operational capabilities and work efficiency of the branch/store. This means with the same amount of resources the business can serve more customers with better work quality. Hence per service delivery cost is automatically reduced. Moreover as the entire customer flow and customer journey is managed by the virtual queue management system, businesses can automate various business processes. The automatic customer flow management, reduced customer numbers in the branch and efficient customer journey reduce the work load of the employee and improve their efficiency, these all factors collectively results in less cost per service delivery. Either the business can use the same resources to serve more customers or can adjust the resources as per the needs to minimize the cost. In each case the per service delivery cost get reduced significantly and the profitability get increased.
Virtual Queue Management System Benefit No. 9: System Integration and Central Management
Another great advantage of the virtual queue management system is that it is very flexible towards integration with other tools, systems and third party software. The system is usually hosted online, which means that connecting all the branches to the head-office is very simple. The virtual queue management system can be integrated with smartphone applications, online appointment booking module, CRM (Customer Relationship Management tools), Customer Feedback and Survey Modules, CLM (Customer Loyalty Program), ERP, Sales System, Enterprise Performance Management System and much more. The integration is usually achieved using APIs, which is a very secure and efficient technology. This high connectivity also enables the head-office to monitor and control (if needed) any connected branch. All the real-time monitoring data and queuing stats are available for the head-office, branch manager or anyone else who is authorized to access them. The central management is very important as businesses usually scale, and require to add branches and counters.
Read More: Ultimate Guide to Google Adwords in UAE
Virtual Queue Management System Benefit No. 10: Reporting, KPIs and Business Intelligence
The virtual queue management system is capable of capturing data at all touch points in the customer journey along with various other KPIs (key performance indicators). As the system is integrated with smartphone applications and customer feedback modules, it also collect various types of statistical data from these two interfaces. The KPIs are important to assess various customer journey steps and the employee performance. The customer feedback is very important and can be used for evaluating the entire business operation. Moreover the system is also capable of collecting stats and fetching data from other connected systems and tools. Collectively these all data streams forms and sophisticated matrices of analytical and statistical data which is called business intelligence.
Such data is very important for the management to assess and evaluate their ongoing business process, methodologies and the entire infrastructure. It also includes the evaluation of the products and services. A good queue management system always have an in-built data analytical and statistical tool, which can compile this data in the form of actionable reports. The management can use these reports to improve their strategies, methods and processes. With the help of such reports the management can easily make informed decision which can help them to improve the entire business operations for future.
Read More: How to Setup IT Infrastructure of a Startup in Dubai
Conclusion
For the businesses in Dubai and all around the UAE the virtual queue management system is a great tool keep up with the latest trends while maintaining the highest level of operational efficiency. The virtual queue management systems enables a business to effectively control the customer flow and also allow the customers and visitors to sign-up remotely through the easy remote sign-up channels. The crowd prevention, automatic customer flow management and automation of various customer journey steps reduced the work load of the employees, which improve employee performance and efficiency. Only the basic features of the virtual queue management systems can effectively reduce the per service delivery cost and on top of that the businesses can also customize the virtual queue management systems to further improve their efficiency and profitability. The system integration via APIs, smartphone apps, customer feedback system module and central management are the key features of a virtual queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. Feel free to contact us through our Contact Us page or leave a comment in the comment box below to learn more about our queue management systems and solutions.
Check out this blog: Why Business Need Mobile Apps along with Classic Queue Management System?