October 2021 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

October 26, 2021

Touch Less Customer Experience, Use the RSI Queue Management System

Every business is concerned about the customer experience. The Dubai and in fact the entire UAE is a very competitive market the customers have too many options available and they can switch anytime they want. This makes the customer journey and customer experience way more important for a regular business. Another important factor is that the customers’ needs are always changing. The businesses must have to keep up the pace with the ever changing trends and tough competition. Businesses are already adopting digital solutions and trying to digitalize the customer experiences and customer interactions. A digital queue management system is the ultimate tool to effectively manage customer experience and customer journey. The RSI Queue management system is one of the leading queuing solution in the entire UAE with its innovative features, customer flow management tools, user friendly interfaces, multi-channel interaction, virtual queuing, mobile apps and online portals.

The RSI queue management system not only streamline the customer flow but is quite capable of improving the customer wait experience and overall customer satisfaction. It also help boosting the employee performance and it can collect valuable business intelligence data which is very helpful in decision making and future strategies. The traditional queue management systems are not so good at offering a contactless or touch less customer experience. That is why the modern queuing solutions such as RSI Queue Management System includes special features that enables a business to offer a completely contactless or touch less customer experience. Since the 2020 the contactless and touch less solutions become mainstream. These day’s in Dubai and all around the UAE the customers prefer a more digitalized customer experience. Which is why the contactless or touch less customer experience has become the top priority for the businesses, especially the service based industry.

In this blog we will cover the main features and functionalities that a queue management system must have in order to offer a great touch less customer experience.

Read More: Queue & Waiting Time Management

Virtual Queuing

The virtual queuing the most modern type of queuing. The virtual queuing offers virtual queues and virtual lines. It also allow the customers and visitors to sign-up virtually via several digital mediums and platforms. Due to the virtual sign-up process and virtual waiting lines this queuing mode is named as virtual queuing. The virtual queue management system have all the features and functionalities of a standard digital queue management system. In addition to that the virtual queue management system is very effective in implementing social distancing and contactless customer experience policies. One of the biggest advantage of using a virtual queuing enabled queue management system (such as RSI queue management system) is that it can literally reduce the wait time to zero.

The customers are being provided with the real-time queuing information and updates along with notifications and alerts which allows them to wait off-premises. The customers and visitors can arrive at the very time when their ticket is called. So, they don’t have to wait inside the waiting area or on-premises. This reduces the contact with the facility and the staff and ensure a smoother touch less customer experience. The employees and agents can also communicate with the customers and visitors to update them or to answer their queries which further improve customer experience and customer happiness. The customers are already signed-up remotely and are enrolled in the virtual queue so they don’t have to physically be present at the business. This reduce the wait time and minimize the contact to ensure the safety of the customers and the staff.

QR Code Based Sign-up

The QR Code based sign-up allows the customers to scan a QR code which will lead them to an online portal or a web page. The businesses can provide the QR Code at the entrances or any convenient location. Once a QR Code is scanned it allows the customers to sign-up and then it also provide them an E-Ticket or electronic ticket. The businesses use different mediums to communicate with the customers and to provide them with the queuing information and the real-time updates. This allow the customers to sign-up for virtual queues and they are not required to be physically present at the branch. The businesses can easily control the customer flow and prevent crowd formation and congestion in the waiting areas. The QR Code enabled sign-up reduce the chances of the contact as the customer are only required to arrive when their turn came. So, there will be no much contact and the customers will be served instantly.

The QR Code enabled queue management system can also send alerts and notification via SMS and can also be integrated with the mobile app or any online portal to provide all the required information and alerts to the customers. Hence the customers can wait safely outside of the premises or at their homes or in their cars or anywhere else which minimize the contact and ensures a touch less customer experience.

WhatsApp Enabled Queuing

A queue management system is used to improve the customer journey and to ensure a satisfactory customer experience. The queue management systems are specifically designed to facilitate the customers throughout their customer journey and to improve the overall business performance. These days everyone who is living in Dubai or anywhere in the UAE is using WhatsApp, according to stats from popular research institution almost 82% of the UAE population is using the WhatsApp. This makes the WhatsApp the most convenient medium of communication for the customers. The customers can sign-up using their WhatsApp messenger application and the queue management system will automatically issue them an E-Ticket or electronic ticket, no need to scan any QR code or no need to go through the detailed sign-up process. The customers will have to send a message to the designated WhatsApp number and they will immediately signed-in to the virtual queues.

Then the queue management system will automatically send them their estimated time and all other required queuing information and alerts too. The WhatsApp makes the queuing experience very convenient for the customers. Moreover the agents or staff can also utilize the same WhatsApp chat to communicate with the customer and the customers can also ask questions and get the information in the same chat. The WhatsApp enabled queue management systems are more efficient in reducing the customer effort score and making their experience satisfactory. The entire queuing process it completely contact less and doesn’t require the customers to have any unnecessary physical interaction with the staff or other visitors. The touch less customer experience increases customer trust and satisfaction.

SMS Based Queuing

The SMS based queuing can work in completely virtual and semi-virtual modes. Usually businesses in Dubai and all around the UAE use completely virtual queuing with the SMS. The SMS enabled queue management system also offer the standard queuing options as well as virtual queuing with the SMS. Everyone in UAE owns a mobile phone, in fact the stats shows that almost 99% of the population of the entire UAE use mobile phones. This makes the SMS the most easy-to-access medium for the businesses. For the SMS enabled queuing the customers can send a predefined SMS to sign-up for the queue and the rest of the information they can receive in the SMS. Instead of electronics ticket or a physical ticket the SMS enabled queue management systems issues a ticket number only and send it to the customers. As soon as they got the ticket number they got signed-up for the virtual queue.

The customers can receive the queuing information and updates via SMS and they can also receive the alerts and notifications via SMS. It depends on the businesses whether they want to enable the communication via SMS or not. Another biggest advantage of SMS enabled queue management systems is that it ensures only a certain number of customers and visitors remain inside the branch which significantly reduce the contact and physical interaction.

Mobile Queuing via Mobile Apps

These days’ customers prefer a more personalized customer experience. The mobile apps are the best way to offer a personalized and exclusive customer experience. The queue management system mobile apps allow the customers to sign-up remotely from their mobile apps and experience the mobile queuing. The mobile apps can offer a variety of features and facilities that can enhance customer experience. Once the customers are signed-up they can receive live queuing information in their mobile apps, the queue management system can send automated in-app notifications, push notifications, alerts and reminders. The customers are not required to be physically present before their turn all the information can be provided through the mobile apps and all the data can be collected through the apps as well. The mobile queuing is also very helpful in reducing customer difficulty score and it can effectively reduce many service delivery steps which further boost customer experience and reduce the on-premises time which in result reduce the contact and ensure a smooth and touch less customer experience.

The mobile apps can also provide communication medium which further reduces the need of being physically present at the branch and if customers have any questions they can easily communicate with the staff and vice versa. The queue management system mobile apps provide branch locator and booking module which further make things easier for the customer and reduce the amount of time a customer has to spend on-premises to minimize the contact and to ensure a better touch less customer experience.

Online Appointment Booking Module

A queue management system can offer integrated online booking solution as well as an in-built appointment booking module. The purpose of the appointment booking feature is to allow the customers to choose the best time for their visit. The queue management system can effectively capture the queuing stats and then analyze them to provide branch data for the customers which can help them to choose the best time for them and it is also helpful in avoiding the busy hours. The businesses can also acquire basic information which can help them to accelerate the service delivery process. This can help reducing the on-premises wait time and it also expedite the service delivery which further help reducing the on-premises customer time to minimize the physical contact. The online appointment booking module is very helpful in reducing the customer’s on-premises wait time and ensures a touch less customer experience.

The appointment booking module can also be integrated with the queue management system mobile apps and online customer portals to further reduce the customer efforts score. The businesses can also effectively control the number of customers in the branch with an online appointment booking module which further reduce the need of physical contact and it can also allow the businesses to manage the customer flow more effectively to avoid the crowd or congestion which also help providing a smooth and touch less customer experience.

Third Party System Integration

The third party system integration is a bit technical terminology. It means building a connection between two or more independent systems or business tools to share the data among each other or to connect them with a central information center. The third party system integration is very helpful in maximizing the queue management system’s efficiency and usability. There are some key factors that every business wants to improve to ensure an ultimate and satisfactory customer experience such as the wait time, the customer flow, the customer routing, the service delivery mechanisms, and the customer experience. The third-party system integration allows the businesses to connect share and synchronize the data between several relevant systems to ensure enhance the customer experience. The third-party system integration help reducing the wait time, it improves customer flow and ensures quicker service delivery and it also increases the service quality to maximize the customer satisfaction. These all improvements reduce the on-premises time needed by a customer and reduce the physical contact to improve touch less customer experience and customer journey.

Conclusion

The year 2021 have completely transformed the customer behavior and market trends. The customers’ expectations and their needs have completely changed. The businesses must have to adopt latest technologies and innovative solutions in order to ensure the satisfactory customer experience. Now a days the customers and everyone in general is more concerned about their safety and health. Everyone prefers a touch less or contact less experience. The digital invention are also boosting this trend and customers are becoming more concerned about health and safety. This compels the businesses to implement innovative solutions that can meet the customer expectations. A touch less and contactless customer experience can maximize the customer happiness and customer satisfaction. That is why we have upgraded our RSI Queue Management System and added new features which not only ensures a smooth and touch less customer experience but also allow businesses to minimize the cost and increase their profitability. If you are planning to implement a new queuing solution or want to learn more about it, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Reduce Customer Churn Rate with an Efficient Queue Management System

October 23, 2021October 23, 2021

How to Reduce Customer Churn Rate with an Efficient Queue Management System

Business in Dubai and all around the UAE are bearing huge costs and losses due to weak policies and inefficient strategies that results in unhappy customers. Unhappy customers will not going to cost you only the amount of the purchase they have made or they were intended to made, but the unhappy customers can harm a business’s reputation and its brand identity, which have serious consequences in long term. That is why business are investing heavily in customer satisfaction solutions and trying to transform their customer journey with innovative tools and unconventional strategies. Unhappy customers are most likely to never return to the business. Especially in UAE when there are so many options available for a customers they will never think twice before switching to another business. That is what makes customer satisfaction even more critical for success and long term growth.

There are so many factors that contributes to the customer happiness and customer satisfaction. Here in Dubai and all around the UAE we have witnessed that most of the medium and small sized businesses and even some large enterprises are often overlooking a lot many things or either doing them incorrectly which is costing them a lot of customers and revenue of course. One of the most important factor is the customer churn rate. Here is what customer churn rate is and how it can be reduced with the help of a queue management system:

What is Customer Churn Rate?

Customer churn rate is a simple calculation of the number of customers a business lost during a certain period of time. For service based industries usually the customer churn rate is the measurement of the number of customers or their percentage who have signed-up for a queue or arrived at the business but left before availing the service. That is the simplest definition of customer churn or customer churn rate. There are many other types of customer churn, for example the revenue churn is not necessarily means that a business is losing customers, but in fact it means that a business is not making enough from a certain quantity of the customers in a certain period of time as it was making previously. There are so many factors that contributes to the customer churn, such as a competitor intervention, lacking desired features in products/services, cost, difficult or no proper on-boarding process, etc.

However, the most impactful factor that is a major cause of customer churn in service based industries is the customer journey and customer experience. If a business failed to deliver a desired customer experience, the customer will leave. If the waiting time is too long, the customers will leave, if the waiting areas is crowded, the customers will leave, if the staff is manually managing the queues, then there would be a lot of problems, due to which your customers will leave without availing the service. One of the best solution to reduce the customer churn rate is deploying an efficient queue management system.

An Efficient Queue Management SystemReduces Customer Churn Rate

A queue management system is basically a combination of software and hardware tools which are used to streamline the customer flow to reduce the customer wait time andto improve service delivery and other processes to enhance customer experience for maximum customer satisfaction. The customer satisfaction and the customer churn rate are both opposite to each other. More the customer happiness and satisfaction will be less the customer churn rate will be and vice versa. Here is how queue management system’s features and benefits can help businesses in reducing the customer churn rate:

Queue Management System Reduces Wait Time which Reduce Customer Churn Rate

One of the major cause of customer churn is the wait time. When the queues are managed manually the waiting lines are always long. Studies have shown that an average bearable wait time is thirteen minutes, any time more than that will start reducing the quality of the customer experience and the customer will start getting stressed out. Another problem with the manual queue management is that a business will have to acquire a lot of staff to accommodate heavy foot fall during the busy work hours. Which not only reduce the customer experience but also cause additional expense and raise the per service cost for the business. Obviously hiring too many employees is extremely expensive so business maintain a suitable number for the medium levels. Which could quickly increase work load during busy work hours and can result in decline in staff performance and their work quality.

All these factors contributes in customer churn. If a customer will have to wait in poorly managed waiting lines, and then they meet with the employees who are already exhausted due to workload, the customer satisfaction will decline and the churn rate will increase. However when an efficient queue management system is used to manage the customer flow, the customer wait time and the staff workload can be reduced significantly, which have double effects on the customer experience and customer journey. The queues are managed automatically and the staff don’t have to worry about managing customers and visitors, instead they can focus on their primary tasks which improves their service quality as well as their efficiency. If the customers don’t have to wait for too long, the customer churn rate reduced, and the satisfactory service and good experience further help improving relationship with the customers and increase their loyalty. The loyal customers are tend to tolerate much more than ordinary customers. So, it also help reducing the customer churn rate in future.

Queue Management System Streamline Customer Flow which Improve Customer Journey and Reduce Customer Churn Rate

When a customer feels they are stuck in a queue or the queue is not moving as it should be, they start thinking about leaving. A queue management system streamlines customer flow which improves customer journey and customer experience and keep them busy and updated which reduce the stress and also reduce the customer churn rate. For every business the customer journey could be different, every business tries to offer a unique experience which can attract more customers. An efficient queue management system help businesses to implement their policies and strategies effectively and streamline the customer flow through various customer journey steps which keep the customers busy and reduce the customer churn rate. When staff is managing the customer flow, there is always delays, customers also have to face different kind of troubles, the first and most important thing is no matter how hard your staff tries if the waiting lines are long, the customers will get a perception that the staff is not efficient enough. That perception plays major role in customer churn.

Moreover there are businesses who have different segregations and classes on the bases of services, customer types, and various other factors. An efficient queue management system manages the customer flow as per all pre-defined sets of instruction for each customer type or class or any other required factor. This allows the businesses to automate the customer flow and customer routes which not only accelerate the customer flow but also reduce a huge amount of work load from the staff. There are different scenarios for each business, some business have dedicated counters for certain services, some have dedicated counters for different types of customers such as premium or VIP and special customers, and some businesses offers stepped services, where a single service can be delivered via multiple counters, and some have any other scenario including all of these too.

Such scenarios complicate the customer flow and customer journey management. However, with an efficient queue management system the customers and the staff don’t have to worry about anything, the system can take the customers through their designated route to ensure there is no inconvenience. This can maximize the customer experience which resultantly reduces the customer churn rate.

Queue Management System Improve Waiting Experience Which Reduces Customer Churn Rate

Customer experience heavily rely on the wait time and waiting experience. There are two wait times, one is the actual wait time and the other is called perceived wait time, the perceived wait time as the name suggests is the amount of time the customer felt has passed. For example, last night I was sitting at a restaurant, my order took literally 10 minutes or so but it felt as almost 20 or 25 minutes have passed, this is how human brain works, when we are waiting and not feeling comfortable or feeling bored, the wait time felt more than the actual wait time. An efficient queue management system not only reduce the actual wait time but it also offer certain features that help reducing and minimizing the perceived wait time as well. That is very important. If customers are bored and sitting idle in the waiting area or in the waiting line, they will feel more time is passed than the actual time.

A queue management system always have digital signage displays. These displays are installed at strategic places to be visible for everyone inside the premises/waiting areas. The purpose of these digital signage displays is to provide live queuing information which includes the active queues, available counters, and at least one token number that is being currently served on any counter. These information keep the customers and visitors engaged, they keep reading them in anticipation, so their brain got diverted from the waiting alone. Another great feature of a queue management system is that it also allow the businesses to push multimedia content on those screens along with the queuing information.

Businesses can play videos, informative content, adverts and anything else which will keep the customers engaged in it. Moreover the queue management system also provide audio announcements, which call the token number and the counter number, it can also be in multilingual and will also keep the user’s attentions away from the waiting. These are great tools to improve waiting experience. This way the customer waiting become easier and it reduces the customer churn rate.

Queue Management System Boost Staff Performance Which Help Reducing Customer Churn Rate

The queue management systems are very effective in boosting staff performance. It can reduce their work load by automating various customer journey steps. An efficient queue management system can also accelerate the service delivery process by minimizing the agent/customer efforts due to automation and integration capabilities with third-party systems and other business tools. The queue management system can fully control the customer routing and customer flow which significantly reduce the work load of the staff. The audio-visual announcements and dedicated agent dashboard is also a great help. Without a queue management system the employee had to put more efforts on managing the queues and dealing with the customers who are waiting in lines or queues. Due to manual queue management the customers can easily end up in wrong queues, and a lot many other problems can also occur.

With a queue management system all these problems can be eliminated. The employees can focus more on their primary tasks hence their performance automatically got improved. A queue management system is also a great help for the agents/server and reduce their efforts by automatically preparing and providing them required information beforehand. The queue management systems can also relay the customer data to the next counter automatically when their ticket is called. This can save a lot of employee time and efforts. The employee performance monitoring and KPIs are a great source of accurate business intelligence data which help the businesses to effectively utilize their resources. A balanced work load make employees comfortable and satisfied, which boost their efficiency. A queue management system can effectively boost the operational capabilities of the entire branch. Which definitely improve the customer experience and the entire environment in the branch, and help reducing the customer churn rate.

Queue Management System Mobile App, Appointment Booking and Virtual Queuing Help Reducing Customer Churn Rate

In Dubai and all around the UAE the smartphones and mobile apps have become an integral part of our daily lives. In past few years, especially since the 2020, the smartphones and mobile app have become even more important. These days, the statistical data suggests that more than half of the internet searches are made from the mobile phones and people tend to spend hours on daily bases in UAE on various mobile apps. Which makes queue management system mobile app even more convenient solution for the customers. The businesses can significantly improve customer experience and customer journey by offering various innovative features via queue management system mobile apps.

For example, the branch locator and visit planner of the queue management system mobile app is one of the most used feature. It enables the customers and visitors to monitor and view live queuing information from various branches and then they can plan their visit accordingly, the branch locator can also provide navigation via Google Maps, so the users can also account the traveling time along with the expected time for each branch. There are plenty of other features which can be used to improve customer experience. Similarly an efficient queue management system also allow the customers and visitors to book an appointment either by the mobile app or by the online customer portal or the business website. Which can also provide all these information to ensure the customers will get a quicker service delivery. These all features are very effective in reducing customer churn rate.

Modern days queue management systems also offer virtual queuing which allow the customers and visitors to sign-up remotely for the virtual queues. For example the customers can sign-up using a mobile app, website, SMS, Email, appointment booking portal or any digital medium which will enroll them in the required queue. The customers and visitors don’t have to come to the business to be physically present in the queues, in fact they can only arrive at the very time of their turn and still they will be treated as they were present in the physical queue. The virtual queuing enabled queue management system can literally reduce the wait time to nothing. Which can significantly reduce the wait time. In addition to that the virtual queues also reduce the work load of the employees and boost their performance. Which also help reducing the customer churn rate.

Conclusion

For businesses in Dubai and all around the UAE the customer satisfaction and customer happiness is very important as the market is very competitive and the customers have too many options to avail. Businesses often don’t realize how important it is to maintain a desirable environment and service delivery mechanisms. The customer churn rate is the number of customers who have arrived or signed-up but left without availing the service. There are several causes of customer churn and all can be directly or indirectly eliminated by the help of an efficient queue management system. The major cause of customer churn is the wait time and the bad experience at the business. An efficient queue management system can significantly reduce the wait time, it can improve customer experience by efficient and automatic customer flow, and other perks. The queue management system can improve staff performance and over all operational capabilities of the business which also help improving the customer experience and reduce the customer churn rate. The queue management system mobile apps and the virtual queuing are some of the modern features that are very helpful for businesses to reduce the customer churn rate. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need help with your queuing and customer flow or if you want to learn more, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Set Up SMS based Queue Management System?

October 17, 2021

How Can Digital Queue Management System Improve Customer Experience?

Businesses in Dubai and all around the UAE are investing huge in customer satisfaction solutions. The customer satisfaction is entirely based on their experience with a business. If their experience is satisfactory they will keep doing businesses with the brand and become more loyal to it. If their experience is not satisfactory they will not going to do any business in future. The customer loyalty is the foundation of progress and long term success. It has many benefits, such as cost reduction and better ROIs in communication and marketing, enhanced brand reputation and higher profitability. These are fundamentals for growth and expansion. A business can’t sustain growth without a strong foundation. The loyal customers are the one which can provide a strong foundation and also help businesses and brands to grow and expand. The customer loyalty is almost completely dependent on the customer experience and customer satisfaction.

The customer experience and customer satisfaction can be enhanced and improved by an effective digital queue management system. The queue management systems are specifically designed to transform customer journey, aid various business processes and to improve employee performance. On top of that the queue management system are excellent at providing important business intelligence data which can be used by businesses to make informed decisions, take quick actions and to build their future strategy which aligns with the customers’ expectations, needs and help business to ensure a continuous steady and sustainable growth.

Here is how a digital queue management system can improve customer experience:

Digital Queue Management System Reduce Wait Time

One of the most impactful factor in customer experience is the wait time. If the wait time is too long the customers will get anxious, it will stress them and it will also ruin their mood. When they will reach at the counter, it will be very hard for the service agent to satisfy them. This will also put stress on the employee and could affect their performance and spirit. There are actually two wait times, one is the actual wait time which is measureable amount of time that a customer had to wait from entering into the premises to sign-up and getting the service. There is a perceive wait time, this is more like a psychological impression, usually when we have to wait unwillingly or we don’t have any other choice but wait and the waiting experience is also boring, the perceive wait time could feel a lot longer than the actual wait time and it also impact customer experience and their happiness.

A digital queue management system is very capable in reducing the actual wait time and it can also improve waiting experience which also help minimizing the impact of the perceived wait time. Hence with the help of a digital queue management system the businesses can not only reduce the actual wait time but businesses can also effectively reduce or completely eliminate the effects of perceived wait time. The queue management system digitalized the queuing process, customer flow and also control the actual queues and in some cases virtual queues with the help of a powerful queue management software. This also help reducing the workload and dissatisfaction of the employees and further help enhancing the customer experience. A good customer experience led to a happy and satisfied customers which is great for customer retention and customer loyalty.

Digital Queue Management System Streamline the Customer Flow

For business in Dubai and all around the UAE another major problem that is affecting their customer satisfaction is the customer flow. Different businesses operate on different queuing models and on the bases of these models they set policies for customer flow. For example some businesses have first come first serve model. Some might have different dedicated counters for different services, and some might have stepped services, which require a customer to arrive to more than one counter to get a full service delivery done. For each scenario the customer journey is managed differently. In addition to those scenarios business have VIP or Premium customers, some businesses have priority counters for disabled and old people and so on. All these scenarios and variables can complicate a manually managed queuing process. The complex customer journey management also led to other problems which can completely ruin a customer experience and a business can end up having too many unhappy customers.

A digital queue management system is capable to dealing with all such scenarios. All a business need is a small configuration change to update its policy and customer flow mechanism. The digital queue management system can also identify the customers either by their identity or by the service they signed-up for which allow the business to manage different customer journeys differently and also improve customer flow in all applicable scenarios. Automatic customer flow management enable the business to maintain a happy environment and it also put less strain on the employees. Collectively all these improvements contributes to ensure excellent customer experience and satisfactory service.

Digital Queue Management System Helps Improving Business Processes

A digital queue management system is a very powerful business tool it help business to transform the customer journey and customer experience. The modern day queue management systems are built on a highly advanced technology platform which allows achieving unconventional features and capabilities as well as it is very flexible with integration to third-party systems. The third-party system integration can be very useful for certain features. For example the sign-up process of a digital queue management system enables the businesses to capture some information which can be used to further personalize the customer experience and customer journey. For example if a business is identifying the customers and the service they want to avail, it can pull data from the central information center or customer data base and push it to the agent dashboard for quicker service delivery. This can be achieved only if the queue management system is integrated and synchronized with the system which is holding the customer data and other relevant information.

The digital queue management systems are very capable in automating various service delivery processes to further improve the customer experience and customer journey. The automation and third party integration can also reduce a few service delivery steps which can further accelerate the process. Some businesses are using hardware devices to obtain more data from the customers without complicating the customer interface at the interactive kiosks used for sign-up process. For example the business can link an Emirates ID scanner with the kiosk to obtain various data fields, and a passport scanner can also perform the same for the international or non-citizen customers. There are tons of hardware accessories and peripherals that can be integrated in a digital queue management system to improve various business processes and to enhance the customer experience. A business can innovate a lot of new features and functionalities that can be helpful in improving the customer experience and reducing the wait time or service delivery time by integrating a lot of software and hardware accessories.

Digital Queue Management System significantly improves the Customer Experience

A digital queue management system significantly reduces wait time, improve customer flow, automatically manage customer journey and customer routing and it can expedite the service delivery process by improving various business processes and reducing the service delivery steps. The digital queue management systems can also boost employee performance and ensure every employee work under balanced workload conditions. Which boosts employee performance and have positive impact on the customer experience. The digital queue management systems always have large digital signage screens to display live queuing information and to make announcements. These digital signage displays are a good tool to push multimedia and marketing content which can increase the customer engagements and reduce the stress of waiting. Such features and facilities have great impact on customer experience.

These days’ businesses are rapidly adopting digital tools and integration with their queue management system. For example, an online appointment booking module provide an estimated time of service which allow the customers and visitors to arrive only closer to their expected time of service. This can reduce the wait time by a lot. Another trend which is making its way in Dubai and all around the UAE since the mid of 2020 is the virtual queuing and mobile-enabled sign-up processes. The virtual queuing allows the customers and visitors to sign-up remotely and arrive only at the very time when their turn came. The customers can sign-up using a QR Code, or an online link, or through websites, customers portals, mobile apps or even via SMS or Email. This facilitates the sign-up process and make it very easy for the customers.

The queue management system mobile apps are also gaining popularity with their location tracker and trip planner features the customers can easily plan their trip and find their way to the least busy branch or as per their convenience. These all features have completely revolutionized the queuing and customer flow and helping businesses to satisfy their customers and visitors with least efforts.

Digital Queue Management System Improve Staff Performance

For any business their staff performance and per service cost is also very important. In order to obtain higher customer satisfaction and customer retention rates the business usually add more counters and staff to improve their customer experience and journey. However a digital queue management system can do the both without increase the expenses. Hiring more staff, training them and maintaining them is a very expensive tasks. Business need more staff for various purposes. However a digital queue management system with its digital interfaces and freedom choice to interact with the business using various channels and platforms minimize the need of hiring more staff. In fact a good quality digital queue management system is very helpful in optimizing the existing resources and improving their efficiency. The improved staff efficiency led to a better customer experience and satisfactory service delivery.

If all the queues, customer flow and customer journey is managed by the automatic queue management system software and tools, then there is no need of additional staff at all. The digital queue management system also facilitates the service delivery process and reduce the work load of the staff. The agents and server can easily focus on their primary tasks rather than intervening in customer flow and crowed management tasks. This enables the staff to perform well and let a server or agent to serve more customers in a single shift. The digital queue management systems can also effectively track the staff performance and employee KPIs which is also very helpful in resource management and improving staff performance. All these features are very helpful in reducing the cost and can increase the operational capabilities of a business without requiring any additional resources. The cost reduction and intelligent resource management increases the profitability.

Digital Queue Management System’ Business Intelligence Help Improving Customer Experience

The business intelligence and data collection is an important aspect of customer satisfaction strategy. Business in Dubai and all around the UAE often overlooked the importance of the business intelligence and analytical data. A digital queue management system not only capture the statistical and usage data of all the touch points in the customer journey but it is very capable in collecting various KPIs and customer feedbacks. The business intelligence data can provide the businesses with a deeper understanding of their customer’s behavior, staff performance, and it can accurately highlight the areas of improvements. A digital queue management system provide reliable data that can be used to build future strategies and help businesses in improving their existing products and services and also provide directions for creating new products and services to boost customer satisfaction.

Business can easily identify which products or services are most popular, which employee is performing better and which feature or attribute of their product or service is admired the most. Business can also collect direct customer feedback via a digital queue management system’s in-built customer feedback module or integrating it with an existing customer feedback collection tool. This will allow them to make the customer feedback collection simpler and easier for the management as well as for the customers. For example let us assume the customer feedback scenario via a touch screen display or tablet stand at the counter. If a business need actionable reports from the customer feedback data then they must have to make it more precise and they should be able to capture all necessary fields of the input data as well. Usually business require customer identification, which customers don’t like to provide, as it takes time. But with an in-built tool or integrated customer feedback system the business doesn’t need the customers to identify them, in fact it can link their ticket and timing of service to automatically identify them.

That is just one example, the digital queue management system can help in many areas and can collect valuable business intelligence data. Furthermore the integration with third party systems allows the business to fetch or push data from and into various organizational tools and enterprise solutions to make the business intelligence more comprehensive and useful. This allow them to prepare great reports which can be catered directly to the corresponding personals or departments to take actions. These reports and business intelligence data allow the business to make strategies and policies that are in-line with customer’s interests, their need and their expectations. Business can significantly improve the customer journey and customer experience with the help of business intelligence data.

Conclusion

A digital queue management system is an ultimate tool to transform customer journey and customer experience. Business always struggle with customer flow and queue management. A digital queue management system can help business in automatically controlling the customer journey and streamline the customer flow in a seamless manner which can significantly improve customer experience and also it doesn’t put any additional pressure on the business. The reduction in wait time, virtual queuing, mobile apps, digital channels, communication, in-premises features, staff performance improvements, and such features can significantly improve customer experience and increase business’s operational capabilities which also improve profitability and help reducing the cost. The customer satisfaction help building brand reputation and increase growth rates. The loyal customers are a great asset from the business it provide a foundation where business can built future strategies to achieve their goals and targets. RSI Concepts is a leading digital queue management system provider in Dubai, UAE. If you need help with your queuing needs or want to learn more about our queuing systems and customer journey transformation solutions, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How to Set Up SMS based Queue Management System?

October 10, 2021October 17, 2021

How to Set Up SMS based Queue Management System?

A queue management system (QMS) is used to minimize the customer wait time and to enhance customer experience at your business. No one likes waiting, customers hate waiting in long queues or sitting in crowded waiting areas, most of the customers are willing to abandon their purchase if they had to wait for a long time. In fact businesses have witnessing a higher rate of customers who have been leaving without getting the service due to long wait time. Long wait time will repel your customers and divert them to a more efficient competitor. It is extremely important that a business take serious steps to reduce the customer wait time. The customer wait time have huge impact on customer experience and customer happiness. The very first thing that can impact your customers is the waiting time, rest of everything comes later, so if you have failed them or couldn’t meet their expectation at the very first stage of the customer journey, the chances are you will end up with an unhappy customer.

Here in Dubai and all around the UAE customers always have too many options, it is extremely crucial for a business to satisfy its customers, else they will switch instantly. The traditional queue management systems are used by most of the businesses since many years now, but things have changed now, now a days the customer are less tolerant to the waiting than ever before. This gives the rise to the virtual queuing methods, SMS enabled queue management system is also a kind of virtual queuing. Here is how a business can setup SMS enabled queue management system:

What is SMS Based Queue Management System?

The SMS based queue management system is almost similar to a conventional queuing system the only difference is that it have virtual queues and it also support virtual sign-ups or remote sign-ups for those queues. The SMS enabled queue management system allows the customers and visitors to sign-up using any remote channel, such as SMS, Email, Phone Call, Online/Web, and also traditional sign-up methods such as a touch screen interactive kiosks or a ticket dispensing terminal. Whatever the method the customer use to sign-up for the queues, the business can provide them with the updates, queuing information and their status via SMS. The queue management system can communicate with the customers via automated pre-defined text messages or an agent/server can also send personalized messages to communicate with the customers.

The SMS enabled queue management system is slightly different than the ordinary QMS as it has additional SMS gateway integration and it also have additional features for the agent dashboard. The SMS gateway is basically a technology that allows a computer to send and receive SMS text messages to and from the regular telecommunication networks. The SMS gateway is integrated with the queue management system using the APIs. The APIs enable the SMS gateway and the queue management system to utilize each other’s features and technology. The queue management system can send SMS through the SMS gateway and the SMS gateway return the delivery report or status and vice versa. The queue management system can also conduct customer surveys to collect customer feedback and suggestions which is also a great source of business intelligence.

In UAE businesses can easily acquire SMS gateways along with their unique sender ID. The sender ID will be the name of the sender that will appear in the phones of the recipient. Usually businesses use their brand name as the sender ID. The SMS that are sent using a branded sender ID have higher open rates. When the customers receive and SMS from their favorite brand with the brand name as sender ID it also build a sense of trust and credibility. The biggest advantage of SMS enabled queue management system is that it offers freedom of waiting anywhere, the customers are no longer required to be physically present to sign-up or to be in the queue. They can sign-up from anywhere they want and they can get regular updates with estimated time to their turn and other queuing information which allow them to arrive only when their ticket is called so they could serve instantly without waiting at all.

What are the Advantages of SMS Based Queue Management System?

The queue management systems are being used by business and organizations in Dubai and all around the UAE, more and more businesses are adopting the technology to transform their customer journey and to obtain higher customer satisfactions. The SMS text messages is a great tool for a queue management system, it provide greater flexibility and convenience to the customers as well as to the business itself. The customer service agents can communicate easily via SMS with their customers and the queue management system can provide instant updates, notifications, alerts and information to the customers by automated SMS text messages. Here are some key advantages of a SMS based queue management systems:

Simple and Easy Virtual Queuing Experience

The virtual queuing is gaining popularity especially since the mid 2020 businesses have started embracing the technology. The virtual queuing allows the businesses to manage the queues virtually and it also enable them to offer customers with additional facilities such as remote sing-up process and waiting in virtual queues which can significantly reduce the wait time. The SMS based queue management system can further take the convenience to the next step by offering the customers a facility to sign-up through SMS text messages. The virtual queue management system can also offer other remote or contactless sign-up methods too. The SMS enabled queuing is the simplest and most convenient form of queue management and it can enhance the customer experience as well as it can help business to manage the customer flow and queues with more flexibility and control.

Reduce Queues

The SMS based queue management system’s biggest advantage is that it can significantly reduce the queues and prevent crowd formation at the waiting areas and lobbies. As the customers and visitors are sign-up using SMS or any other remote sign-up process which doesn’t require them to be physically present in the business premises, hence the number of people who are present in the premises is always low. On top of that the queue management system is providing all the updates and notifications/alerts through SMS text messages along with the estimated time to their turn so most of the customers and visitors prefer to arrive only closer to their expected calling time. This also prevents crowd formation and reduce the size of the actual physical queues. Which reduces wait time and also reduce the workload of the staff and help improving their performance.

Improve Customer Satisfaction

The customer satisfaction is impacted most by the waiting time and long queues. With a SMS based queue management system both can be minimized. In fact the remote sign-up facility and continuous communication via SMS the customer wait time can be reduced to literally nothing. The customers will get alerts and notification along with the information about their estimated time to turn. Before customer calling the queue management system send them multiple alerts on different time intervals to make sure the customer wouldn’t miss it and it also provide them enough space to manage to reach the business in time. The physical queues also reduce the customer hustle and make the customer journey smoother and quicker. Thus the customer don’t have complaints and don’t face any trouble during their visit. This boost customer satisfaction. As the customers don’t have to wait much so they arrive at the counter with fresh mind and are tend to be more cooperative with the agents/server. The staff is also having no difficulties in managing the queues and customer flow so they are more focused on their primary tasks and can easily deliver an excellent customer experience. This also boost customer satisfaction.

Boost Staff Efficiency and Staff Satisfaction

With manual queuing the major problem each business faces is the overburdened staff. In fact with digital queue management systems the employees could sometime get overburdened, especially during the busy hours of the day when a crowed forms in the waiting areas and the lobbies the staff will also have to divert their attentions and efforts to manage the crowed and to keep everything in order. However, with an SMS enabled queue management system the business have full control over the number of customers and visitors they will allow to enter into the premises. On top of that the customers and visitors also prefer to arrive only when their turn is near or when their number is called which also prevent crowed formation or rush in the waiting areas. When the employee work under a balanced workload their efficiency and quality of service automatically get improved and the employee feel more satisfied and comfortable.

Improve Communication and Customer Engagements

The SMS based queue management system enables a direct communication channel between the customers/visitors and the staff. The staff can send them personalized messages through their agent dashboard interface and they staff can also receive their responses/replies in the same dashboard. In case if any change happens, the agent can immediately update the customers and visitors. The customers and visitors can also ask instant questions to the agents as well. This improves the customers experience and keep them connected and engaged with the business. The studies have shown that by increasing customer engagement and improving communication the business can reduce the customer churn rate by up to 25%. That is very significant and huge. Moreover the businesses can also utilize the SMS to collect customer feedback and suggestion which provide them a deeper insight of customer behavior, their needs and expectation. Business can conduct direct surveys to measure net promoter score or customer satisfaction rate and other relevant matrices.

How to Deploy SMS based Queue Management System?

The deployment of SMS based queue management system is not different than any other ordinary queuing solution. If a business doesn’t have any prior queue management system they can deploy a complete set up. Like any other queuing system the SMS based queue management system also comes with a server application, sign-up interface, agent dashboard and some hardware devices such as ticket dispensing touch screen kiosk, digital signage and counter displays. All these components are deployed as per the size and needs of the business. If a business already have a queue management system, then it can be upgraded. Mostly only the software upgrade would be enough as the rest of the hardware can be repurposed to be part of the new SMS based queue management system.

Integration with SMS Gateway

The SMS gateway is provided by the telecommunication companies and also by some third-party service providers. The business will have to acquire a SMS gateway which will be integrated with their SMS based queue management systems.

Integration with Third-Party Systems

The third-party system integration is done by APIs and secure web services. The third-party integration allows the SMS based queue management system to communicate and synchronize data with third-party business tools and systems, such as ERP, Customer Database, Sales System, CLM Tool, etc.

Hardware Deployment

The SMS based queue management system requires standard hardware components such as interactive ticket dispensing kiosk, digital signage screens and the counter plates. A multi-lingual audio-visual announcement system is also required for customer calling. No additional hardware is required.

QMS Server Deployment

The SMS based queue management system also have a server application which is being deployed at an online hosting, or a cloud or it can also be deployed at in-premises data centers. The server perform all the logics and processes and enables the customer, agent and administrative interfaces.

Conclusion

Business and organizations in Dubai and all around the UAE are using various types of queue management systems to streamline their customer flow and to improve customer satisfaction and customer experience. The main objective of a queue management system is to improve customer journey and customer experience. Along with that a queue management system also boost productivity, operational capabilities, staff efficiency and profitability of a business by enabling their staff to deliver quality service to more customers in a single shift and by reducing the per service delivery cost. The enhanced customer experience ensures the customer satisfaction and improve customer loyalty which improves brand reputation and result in good conversion rates. An SMS based queue management system is many time more efficient on achieving all those objectives. It can literally eliminate the need of waiting inside the business premises and it can significantly boost the employee performance. Altogether these factors contributes to an ultimate customer experience and enable business to obtain higher customer satisfaction rates.

Higher customer satisfaction lead to higher customer loyalty and lower customer churn rate, which boost productivity and profitability. The customer feedback collection, statistical and analytical reports, KPIs, and other business intelligence data enables the business to make informed decisions and improve their future strategy. In long term a SMS based queue management system could be a great tool to sustain steady growth and higher profitability with a loyal customer base. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need an SMS based queue management system or if you want to learn more about it, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: What Is Virtual Queuing? A Guide to Virtual Queues

October 10, 2021

What Is Virtual Queuing? A Guide to Virtual Queues

A queue management system is a digital tool that help businesses in managing the daily visitors and customers flow and ensuring they are getting served in the most convenient manner possible. The queue management systems allow the businesses to segregate different customers for different queues as per their needs, and are quite capable of controlling the entire customer flow fully automatically. The automatic management eliminates all human related errors and problems. The customer feel more confident as they know no one else can take their turn and everyone will be served as per their turn. The automation also reduce the workload of the staff and expedite the customer journey and it can improve various service delivery steps. Overall a digital queue management system can offer almost 50% to 60% deduction in the waiting time and in some cases the waiting time can be reduced even more than that.

The queue management systems are not new for the businesses and enterprises in UAE. However, as we all know the technology evolves and grows very rapidly. The demand of a modernized and innovative queue management solution which can enhance customer experience is always high. This demand encourages the manufacturers and system designers to come up with innovative and creative solutions. The customer wait time is the most important factor in customer satisfaction. Studies have shown that an average customer can wait for maximum thirteen minutes, any wait time longer than that will keep reducing the customer happiness and customer satisfaction. So, the business are always seeking ways and techniques to reduce the customer wait time as much as possible. A virtual queuing is one of the most modernized and technologically advanced solution to deal with the wait time and other queue management problems.

What is Virtual Queuing?

As the name suggest virtual queuing is a form of queuing that is virtual. It means that a customer or visitor can sign-up for the queues virtually and the queues themselves would also be virtual. The customers and visitors are provided with a medium to sign-up for the virtual queues by remote or virtual channels. Which enables them to arrive only when their number is called. They don’t have to come and wait in the physical lines to be able to stay in the queue, they can wait anywhere. Since the sign-up process is also virtual/digital which allows them to sign-up from anywhere without being physically present at the branch, this can reduce the wait time significantly. There are several technologies and methods used to provide the necessary digital queuing features such as sign-up, customer calling, providing information, communication and live coverage of the ongoing queuing process and other relevant details.

The virtual queuing can offer all standard queuing features along with some additional features that can literally eliminate the need of waiting at the branch and offer ultimate customer experience. The customer satisfaction and customer happiness is guaranteed. Studies and statistical data is suggesting that a business could witness up to 60% reduction in customer churn rate and also the negative feedbacks and complaints got reduced significantly after implementing a virtual queuing solution. The virtual queuing improves customer experience and help business building a strong relationship with their customers. A good relationship with customers is necessary for customer loyalty, the loyal customers are tend to be a good brand advocate and it is nine to twelve time less expensive to sell to an existing customer than acquiring a new customer. Customer happiness and customer satisfaction directly impact your revenue and growth.

What is Virtual Queue Management Systems?

A virtual queue management system is not different than any ordinary queue management system, in fact a virtual queue management system have all basic features of a traditional queue management system along with additional features that made it a virtual queue management systemwhich will enable virtual queuing processes. As each business is different and have its own unique set of methodologies and business practices which distinguishes it from others, that is why the queuing requirements and policies are also different. However, there are some basic features of a virtual queue management system which enables a fully-virtual queuing experience for the customers and also allow the businesses to implement their policies and strategies. Here are some basic virtual queue management system components and features:

Virtual Sign-up
- Online Channels
- Mobile Apps
- QR Code
- Traditional Channels
Virtual Waiting/Queues
Multi-channel Remote Queuing Information Updates
Traditional Queue Management Components
- Counter Plates
- Digital Signage Screens
- Ticket Dispensing Kiosk/Terminal (Optional)
- Audio-Visual Announcements and Customer Calling
Administrative Control Panels and Agent Dashboard
Server Application or Queue Management Server
Third-party System Integration
Customer Feedback Module/System

These are some of the basic features and components that a virtual queue management system must have. However, it is always best to go for a customized queuing solution. The customization allow the business to integrate the queue management system more effectively into their existing infrastructure. Business can link other systems and the central information center or database with the queue management system to make the management and monitoring easier and such customization also enhance the current business practices and work flow. Usually when businesses go for an off-the-shelf solution they might have to make some adjustments to their existing processes and work flow which could make the administration a bit more complex. Anyways, the customized queuing solutions and ready-to-deploy systems both are equally popular in Dubai and all around the UAE. The efficiency and effectiveness of the solution will be determined by the requirements and objectives of the business.

How Virtual Queuing Works?

The virtual queuing doesn’t require your customers and visitors to be physically present at the business to sign-up for the queue or to wait in the queue, in fact these two functions can be done virtually/remotely. Another major difference is that it supports virtual queues, it means whether the customer or visitor is physically present in the queue or not they can still be treated as present in the queue and their turn will come accordingly. This provides ultimate freedom and convenience to the customers and visitors. Basically the main objective of deploying a queue management system is to reduce the wait time, organize the customer flow and improve the customer experience. Here is how the customer journey is through the virtual queue management system:

Virtual Queuing: Sing-up

The sign-up process for virtual queuing is usually by the remote channels. Some retail businesses and small branches also offer QR Code based sign-up. The customers can scan the QR Code and will directed to the mobile ticket issuing page and can sign-up there and get a mobile ticket issues instantly, the same page can also provide the queuing updates and other relevant information. Here are some most popular channels used for virtual queuing sign-up:

Smartphone Applications
Online Customer Portals
Online Appointment Booking
Email, Call, SMS, etc.
QR Code

The customer can sign-up by any available method and channel and will get the ticket issues. The business can also provide queuing information to the customer by multiple mediums.

Virtual Queuing: Waiting

There is literally no actual waiting with virtual queuing. The customers are completely free to wait anywhere they want, all they need is to sign-up from any available channel and then wait for their turn. The customers can arrive at the business at the very same time of their turn or when their ticket number is called. This completely eliminate the wait time. The businesses also don’t have to stress much about managing a large number of daily foot fall or crowed formation in the waiting area or any other problem. The businesses can easily implement social distancing polices with a virtual queuing enabled queue management system.

Virtual Queuing: Service Delivery Experience

The service delivery experience or the customer’s interaction with the agent/server is always better with virtual queuing. As the customers are not bound to sit in the waiting area and there is no compulsion of standing in the lines, the customers who arrive at the counter are always fresh, happy, and cooperative. On the other hand as there is no burden of managing the customers and there are not distractions for the employees the agents/servers are also happy and satisfied, they have balanced workload and they have enough time to focus on their primary tasks. This has double effects on the customer experience and the customers being more cooperative and understanding and the staff more active and happy lead to a superior service delivery experience and good quality service.

The virtual queue management systems can also facilitate the service delivery process, this can be achieved by integration the queue management system with other systems and central information center to facilitate the agents/servers via their dedicated agent dashboard. So along with reducing the wait time to literally none the business can also ensure a quicker and good quality service delivery.

Virtual Queuing: Customer Feedback

The customer feedback is a very important part of business intelligence data. It provides a deeper understanding of your customers as well as it provides a chance to accurately evaluate the effectiveness of various business processes and business resources involved in the customer journey and customer experience. A virtual queuing enabled queue management system can collect customer feedback from various mediums and channels. For example if a customer is signing-up via mobile app or SMS, then the customer feedback can be collected from the same channel as the same channel was already preferred by the customer. This increase the customer response rate and help businesses improving their relationship with their customers and the customer feedback is also good to promote a positive brand image and brand identity.

What are the Benefits of Virtual Queuing?

Whether it is a small business, retail store, large enterprise, government department, bank, hospital, university or collage, or any other organization, the only thing that everyone want is to improve the customer experience and customer journey to achieve the highest levels of customer satisfaction. The customer satisfaction can directly impact the business reputation and brand identity. Which is critically important for growth and profitability. The virtual queuing enabled queue management systems are way too effective in doing that than comparing to traditional queue management systems. Here are some key benefits of virtual queuing enabled queue management system:

Reduce Wait Time: The wait time can be reduced to literally none due to virtual queues and remote sign-ups.
Multi-Channel Sign-up: The multi-channel remote sign-up facility offer freedom and convenience to the customers.
Effective Crowd Prevention:Automatic in-built smart algorithms controls the number of the active queues as and monitor everything in real-time to prevent the crowd.
Social Distancing Enabled: Implementation of the social distancing is very easy with virtual queuing, the business can easily set the number of customers they can facilitate at any point of time.
Boost Employee Efficiency:The virtual queuing takes off a lot of the work load of the staff and help improving the employee efficiency.
Smartphone Applications: The virtual queue management system can provide integration with the smartphone apps or can also offer dedicated smartphone applications, both are very effective to facilitate the customers and visitors.
Third-Party System Integration:Like any other high-tech business solution the virtual queue management system also support third-party system integration which help businesses to offer a variety of functionalities and help improving business processes and service delivery mechanisms.
Higher Profitability: The virtual queuing can significantly reduce the expenses by boosting employee performance, enabling the business to optimize resources and by increasing customer retention and the customer satisfaction also increase revenue and reduce cost.
Customer Feedback: Virtual queuing offer a variety of communication channel which can be utilized to collect more and highly accurate customer feedback data.
Reports, KPIs and Business Intelligence: Like any other modern system the virtual queue management system can capture data from all customer touch points as well as it can effectively monitor various KPIs. It can provide actionable reports and integrate data with other systems too which results in a great business intelligence collection.

These are some of the key benefits of the virtual queuing or virtual queuing enabled queue management systems. There are several other benefits too which all can’t be mentioned in this article. The studies have shown that the virtual queuing is way more effective than traditional queuing methods.

Important Things to Understand before Switching to Virtual Queuing

In Dubai and all around the UAE more and more businesses and organizations are switching to the virtual queuing. In fact since the early 2020 the virtual queuing adoption rates have been doubled or even more in the recent few months in the UAE and in many other regions worldwide. However, before you switch to a virtual queuing business model here are some things that you should consider:

Waiting Area: Switching to virtual queuing doesn’t mean that you no longer need any waiting area, in fact there will be some customers who would wish to wait inside the premises to wait for their turn.
On-Site Check-Ins: Similarly there would be some customers who would like to go with the more traditional way, so keeping a traditional sign-up kiosk or ticket dispensing machine is always better.
Digital Signage: You will still going to need the digital signage to display the active queues and other queuing information even if your customers are just there for a brief moment of time. Provide all the necessary queuing information on the on-site digital signage.
Educate and Train your Staff and Customers: Obviously whenever a business implement a new system or solution it should train its employees and staff to be able to operate the system at its full potential. Apart from staff training your customers and visitors will also need training and education about the virtual queuing. The best solution is to place digital signage and run training videos and share the details of the process with your customers and audiences by all available channels.

Business and organizations who are switching to the virtual queuing often neglect these things and miscalculate the initial impact of the new technology on their customers and staff. It is important to switch to the virtual queuing with full preparation, which is why most of the modern virtual queuing enabled queue management systems also offer all the traditional queuing features.

Read More: Queue & Waiting Time Management

Conclusion

A virtual queuing is method of queue management which allows the customers and visitors to sign-up virtually/remotely for the virtual queues. This means the customer don’t have to be physically present at the business to sign-up for the queues and they also don’t need to wait in the physical queues or in the waiting areas to remain in the queue. The virtual queue management system is a very advanced queue management system with additional feature that enables the virtual queuing process. Customers and visitors can sign-up using various remote channels and they can get the status and updates through multiple convenient channels. These features can significantly improve the customer experience. The customer flow can be managed automatically and the customer journey can be reduced significantly. The virtual queuing also improve employee performance and enable the business to optimize the resources which reduce the expense and also increase profitability.

A good customer experience and customer satisfaction lead to higher customer loyalty, which further improve brand reputation and let business build strong relationship with its customers. In long term the virtual queuing have so many benefits which can help businesses to maintain a steady growth and improve brand image. RSI Concepts is a leading queue management system provider in Dubai, UAE. Our virtual queuing solutions are helping businesses to achieve their goals and objectives. If you are seeking a virtual queuing solution or if you want to learn more about it, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Top 10 Virtual Queue Management Benefits

October 9, 2021

How to Choose the Best Queue Management Software?

A queue management software have become a necessity these days, especially for all service based sectors. Managing queues manually is very difficult, it ruin customer experience and it put extra burden on the staff. The rapid advancements in the digital technology all around us has led to several new trends, one of these trend is a digital queue management system. Whenever we go to a bank or a customer service center, or any such businesses we expect a proper digital queue management system there, the very first thing anyone do is to look up for the sign-up or ticket dispensing kiosk. A business must have to meet the expectations of its customers. The very reason of deploying a digital queue management system is to achieve highest level of customer satisfaction and customer happiness. If a business provide services as per its customer’s needs and expectation, it will make the customers happy.

The queue management system is extremely important for a business as the customer journey and customer happiness relies on it. The ultimate goal of any service based business is to achieve the highest level of customer satisfaction. A happy and satisfied customer is tend to be more loyal to the brand. The customer loyalty improves customer retention. Loyal customers are more likely to promote the business and are very less likely to switch based on a bad experience, they can tolerate the business more and always give their favorite brand a second chance. However, the customer who left unhappy, are most likely to never return, on top of that the unhappy customers can also repel other prospects and cause harm to the brand reputation and brand identity. That is why having a perfect queue management system is very important. The queue management system based on two components, the hardware and the software. No matter how advance the hardware is, if the software is not capable the business can’t get desired results. So it is very important that each business knows how to choose a best queue management system software.

Here are some key points that a business should consider while selecting a queue management software:

1. Queue Management Software Features

The most important thing that a business should consider about the queue management software is its features and functionalities. Rest of everything comes later. If a queue management software is offering all the features that you need and you can use to improve the customer experience and customer journey, then move ahead for further evaluation. Here are some key features that a queue management software must have:

Interactive self-service sign-up terminal/kiosk
Capabilities to manage separate virtual queues for all available services
Features to improve customer waiting experience
- Live queuing information updates on digital displays/signage
- Multimedia content for customer engagements
- Information about the estimated time remaining
Audio-visual customer calling
- Multi-lingual queuing information on display
- Multi-lingual audio customer calling
Dynamic Counter Plates and Digital Signs
Automatic Customer Journey Management
Ability to Detect Customer Types (ordinary, VIP, Premium, Customer with Special Needs, etc.)
Automatic Single Step and Multi-step Service Delivery and Customer Routing
Dedicated Agent Dashboard
Ability to Facilitate Service Delivery Process
Statistical and Analytical Data Collection & KPIs Monitoring
Customer Feedback Collection
Integrated Alerts for Customers and Management
Online Appointment Booking Module or Integration
Smartphone and Mobile Apps Interfaces
Virtual Queuing and Mobile Queuing Support
Easy Administration and Management

These are some of the basic and most common features of a queue management software. Any good queue management software must have at least these all features. These features will allow a business to effectively and efficiently manage their queues to ensure the ultimate customer satisfaction and customer experience. Some businesses might have certain needs hence required customized features, so a good quality queue management software must be able to accommodate such needs by third-party integration and customization.

Read More: Queue & Waiting Time Management

2. Queue Management Software Types and Cost

The term ‘software type’ is a pretty vague terminology, it could mean a lot of things, however in case of queue management software the type usually refers to the ownership type. The queue management system manufacturers in Dubai and all around the UAE offers certain types of queue management software, such as cloud based solution which is usually a SAAS type software, SAAS means software as a service. For that type the businesses will have to subscribe for the software, whether it is annual subscription or monthly the businesses subscribe for it. Here are some most common queue management software types:

Cloud Based Queue Management Software or SAAS
Purchasable Queue Management Software
Off-the-shelf Queue Management Software Solution
Customizable Queue Management Software

The cloud based queue management software solution (SAAS) is completely managed by the service provider. The service provider owns the actual queue management software and the business is only renting it out or subscribing for a limited time period. In such scenarios the queue management software customization is very limited and expensive too. In fact the service itself is very expensive.

The purchasable queue management software is fully-owned by the business. The vendor offer the software and the entire source code to the business. Usually that kind of queue management software are based on an open-source technology. It doesn’t require any regular subscription fee or renewal charges. The business had to purchase it once and then there is no renewal or any such cost.

The off-the-shelf queue management software are the software that came as a standalone package. The software is a one-time-purchase and there is no annual or monthly or any other rental or renewal fee. The business will have to purchase a software once and it will be a lifetime license. The only limitation is that the business wouldn’t be able to customize it. In case if they want to customize such queue management software they will have to revert back to the original vendor/manufacturer.

The customizable queue management software is a tailor-made queue management software and solution. Here in Dubai and in other parts of UAE the queue management system vendors usually charge once for the solution. The business owns the queue management software and it’s all source code as well. Such software are usually built on an open-source technology platform. The business who owns the customized queue management software can have full ownership rights and they can hire in-house programmer to do any further customization or they can hire any vendor who is well versed with the technology to do the customization or modifications for the business. This is the most convenient plan for long term use and is also the best choice for usability and cost-efficiency.

3.Administrative Management and Monitoring Mechanisms

For a queue management software the primary objective is to improve customer journey and customer satisfaction, however, the administrative management and monitoring is also equally important. Eventually the management will have to configure the system and use the data collected from the system for business intelligence feeds. Usually when a business or organization is purchasing a new queue management software and solution they often overlooked the administrative management and monitoring aspects of the system. Later when they start using it, they face difficulties. It is very important that a queue management software provide a professional level of administrative management and controlling features. Because in every business there are certain levels of management with a predefined hierarchical structure. The queue management software should allow such management functionalities and any other work flow which is vital for the business and its operations.

Usually businesses have multiple branches along with a head office or main branch, the head office always have access and control over all connected branches, then comes the branch managers who have full control over the queue management of their designated branch and then comes assistants, supervisors, agents/servers, etc. This is a basic management structure that almost every business follows, however, businesses could have multiple intermediary stages as well. Most of the time the queue management software offer a pre-defined management structure, which can cause a lot of issue for the business so, it is important that the queue management software offers a flexible control over administrative access and job role assignment mechanisms. The branch manager and top level management, whether from the branch or from the head office will have real-time monitoring capabilities as per their respective authority and administrative control and job role. So, it is critically important that the queue management software allow the businesses to configure the job role and authority for admin users as per their convenience.

4. Third-Party System Integration Compatibility

Third party integration by definition means interfacing or connecting a database from another system to a system via APIs (Application Program Interface) or secure web services. The web-apps and digital software such as queue management software have revolutionized the businesses and their practices. Businesses can integrate advanced systems and solutions to work together to provide ultimate user experience and to get administrative and management related advantages. The third-party system integration not only allow two digital solutions or systems to share and synchronize data but it also allow them to share functionalities/resources. For example if a queue management software need to recognize a customer through their mobile number or customer ID, instead of managing a separate customer database it can linked to a system which is already managing that data, so the identification process can be done through the existing system which will save a lot of resources and cost. This is how a third party system integration works.

In queue management software the third party system integration is used for various purposes and at various levels. The customer interface where the customers can sign-up for a particular queue for their required service and it can also be used at the agent dashboard to speed up the service delivery process. The third-party system integration is not only a unidirectional data traffic but it is a bidirectional data transfer. As the queue management software can fetch data from a third-party system using API integration it can also push or send data to a third-party system too. For example the queue management software can share the system usage data, reports, stats, customer feedback and other business intelligence data with any other performance management system or customer relationship management tools, etc. The queue management software can also effectively measure many staff KPIs which can be linked to the HR or employee performance management system for further use and so on and so forth. The third-party system integration make the queue management software more effective, useful and efficient. The businesses can utilize this feature for various purposes.

5. Queue Management Software Collects Business Intelligence Data

Business intelligence data is an umbrella term that includes a lot of different types of statistical and analytical data. All of the historical data and the present data is then emerged and processed by purpose-made tools to compile actionable reports which enable a business to make informed decisions and build their future strategy. The business intelligence data is extremely crucial. It highlights the areas of improvements, businesses can easily understand market trends, and their customer, employees, and business can easily evaluate and assess their infrastructure, business practices and methods. Moreover the modern day queue management software also come with an in-built customer feedback and survey tool. Which further provide crucial insight and customer feedback data. That is why it is extremely important that a queue management system offer some kind of business intelligence data gathering and in-built analytical tools to compile that data into reports and downloadable formats.An ordinary queue management software can easily collect data from all important touch points of the customer journey.

However a good quality queue management software not only collect deeper insight. It can effectively capture each and every customer touch points, along with additional information and various customer trends and employee/staff performance or KPIs. These all different data feeds along with the customer feedback are stored in raw format. The analytical engine segregate them in various reports, such as executive trend report, corporate customer feedback reports, and much more. The queue management software can also provide daily, weekly and monthly reports. It should also provide tools to alert the management in case of any event such as if too many customers are giving negative feedback, if a particular service delivery is taking more than average time, etc. These functionalities are very helpful for the management and let them easily assess the employees, various business processes, service delivery mechanisms, customer journey and employee performance and business intelligence data is also capable of identifying the areas of improvements so that businesses can take appropriate actions and make future strategies to achieve ultimate customer experience and maximum operational efficiency, which minimize the cost and maximize the revenue and ensures steady growth.

Conclusion

A queue management software is absolutely necessary for businesses these days. In Dubai and other parts of UAE the service based industry is significantly modernized. The competition in the market is very high and the customer have too many options to go to. It is extremely important to provide your customers with a great customer journey and ultimate experience. A queue management system not only promises a great customer journey and experience but it also maximize the operational capabilities of a business and it also boosts employee performance. These are some of the major reasons each business wants to deploy a good quality queue management software. In the market there are too many vendors and manufacturers, which makes it a bit tricky to choose the best queue management software. The purpose of this blog was to guide our audience and customers about the necessary features and attributes that a good queue management software must have.

First of all any good queue management software must have certain features and functionalities that will enable it to perform better. Secondly there are different types of the technology and purchase plans which impact the cost and scalability. A good queue management software must also offer a very flexible administration and management controls so a business can implement their work flow and management polices without any trouble. The third-party system integration is a great tool to maximize the performance of the queue management software and it also allow the businesses to easily develop their innovative solutions for the performance and the management. The business intelligence data provides a deeper insight to the entire operational process and the customer journey. A queue management software is very powerful and effective tool, it have capability to make or break a business’s growth. If you still have some questions, feel free to ask. If you are planning to deploy a new queue management software or want to replace your existing system please do let us know. You can contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Why do you need a queue management system?

October 4, 2021October 4, 2021

Why do you need a queue management system?

A queue management system is used by businesses to streamline their queues to ensure the customer satisfaction. The queue management systems start gaining popularity around a decade ago, since then more and more businesses are adopting to it. The queue management system is basically a combination of a software and some hardware devices. The customers can sign-up for the queues by multiple channels. The most commonly used method is to sign-up via on-site interactive self-service ticket dispensing kiosk. However businesses are also using online appointment booking tools, smartphone applications, QR Code and also using a bit more traditional methods such as calls, emails, SMS, etc. The most common method is the self-service ticker dispensing kiosk. With the rise of virtual queuing the mobile apps and QR Code type sing-up methods are also gaining popularity.

Usually business have multiple services and multiple counters, so they ask customers and visitors to choose the service during the sign-up process. The customers and visitors sign-up for the queue, then they wait, an audio visual system is used for customer calling and then the customers and visitors approach the assigned counter, get the service done, and leave. Some businesses also ask for feedbacks and usually it is post-service customer feedback. The queue management system is a very effective tool to control, manage and improve the customer journey and customer experience. It also help businesses to boost employee performance and strengthen their relation with the customers.

Here are some good reasons why do you need a queue management system:

If you want to reduce the Customer Wait Time

The customer wait time is one of the most important factor in customer journey and it can completely make or break customer experience. Studies have shown that the maximum bearable wait time for any customer or visitors is thirteen minutes, any time more than that will add up to their frustration. Different industries have different impact of the long wait time. The customer churn rate is also different in different industry if we will keep the wait time constant, but one thing is sure, the maximum wait time without annoying your customers is thirteen to fifteen minutes, and long wait time always have negative impact on customer experience and customer journey. The queue management system is very helpful in reducing the customer wait time and controlling the customer flow.

Every business have multiple services and usually multiple counters are there which require multiple queues, the most common mistake made by the customers and visitors is to end up in the wrong queue. A queue management system solve that issue, it automatically direct the customers to the right queue as per their selection of the service during the sign-up process. In case if a customer selected wrong service, the agent/server had control and ability to immediately direct them to the right counter without making them to wait again. That is a great feature and it helps both the customers and the agents/server too.

Moreover with the help of a proper digital queue management system in place the customers don’t face a lot many other problems. For example, usually in manual queues, there are line jumpers, which can sometimes cause a literal chaos in the waiting area. Apart from the line jumper, the customers and visitors will have to stay in long lines to secure their position in the queue, which is also difficult. This unrest condition lead to other problems, one of the biggest problem that most businesses face is the complaints about mismanagement, despite the staff is doing their best, still the customer keep complaining about the mismanaged queues. These all problems waste time and over-burdened the staff too, which results in more waiting time. However with the queue management system this all can be avoided.

Read More: Queue & Waiting Time Management

If you want to automate the Customer Journey and Customer Routing

You need a digital queue management system if you want to automate the customer journey and customer routing. The customer journey could be based on several steps, the number and nature of these steps is totally dependent on the service type and service delivery mechanisms. Different businesses have different internal structure and business practices which distinguish them from others. This is what form a unique customer experience. However there are certain types of queuing which can cover all types of businesses and their methods. Here are certain scenarios which differentiate queuing processes:

One counter for each service
One service for all counters
All counters for all services
Multiple counters for a single service (stepped service delivery)
VIP/Premium or exclusive counters for certain customers
One counter for multiple services but not all

These are just a few most commonly occurring scenarios. Obviously each business is different from the other and all businesses try to be unique and distinguishable to build unique brand identity and unique customer experience. However mostly the customer journey is managed and controlled as per the above mentioned scenarios. These all scenarios require a different approach. If a business is managing the customer flow and customer journey manually and it has more than one scenario (which usually is the case) then they will require a lot of staff to make sure a smooth customer flow and quicker customer journey. Which is expensive and still not so effective.

In manual queue management there will be still some loopholes and customers will still going to face some problems. Maybe during the regular work hours the problems may not occur much often but during the busy work hours there will be so many complaints and so many unhappy customers. With a queue management system the customer journey can be automated and all these problems can be solved and these delays can be eliminated.Which will significantly reduce the wait time and improve customer journey and customer satisfaction.

If you want to Improve Service Quality and Service Delivery

The waiting time and waiting experience impacts on the overall perception of the customer interaction. If a customer will have to wait in long queues and had to face all the troubles associated with manual queue management, they will be frustrated and annoyed when they will arrive at the service counter. This has a huge impact on their interaction with the service agent. When a customer is already frustrated and the employees are over-burdened the interaction could be anything by satisfactory. It would be extremely hard for the employees to make the customers happy and satisfied. But with a queue management system when the customer flow is automatically regulated the customer journey and customer routing is automatically managed, the waiting experience is pleasant, the customers will arrive in a normal mood and would be more accepting and understanding.

The automation and smoother customer flow also have double affects, it also reduce the work load of the employees and let your agents/server to focus on their primary tasks which further enhances their interaction with the customers and visitors. Moreover the segregation and/or identification of the services can provide a chance to the business to offer a bit more personalized experience as per the customer preferences. As the service agent is already aware what service he/she will have to cater for the next customer, they can do the preparations in advance. There is always some pre-service work for the agent, which need time, but due to the queue management system the agents/servers can get ready before the customer’s arrival and as soon as the customer arrives they can instantly initiate the service without any delay, this improve the service quality, reduce the service delivery time, improve employee and customer interaction and ensure higher customer satisfaction.

If you want to Improve Staff Efficiency

The biggest problem with manual queue management is that the staff is always under pressure. They have too much work to do, they are usually multitasking, and the chances are they will also get distracted while delivering the service. This not only reduce the staff efficiency but it also have an impact on the customer experience and customer journey. When the business is managing the queues manually the staff will also have to focus on the line management and all problems that comes with manual line management, such as unhappy customers, dispute between customers, line jumpers, etc. This distracted them from their primary tasks, it also make your staff unsatisfied. They always feel over-burdened and despite working so hard they still have to hear a lot of complaints from the customers.

However, the digital queue management system have advanced capabilities to automatically control customer flow and manage customer journey. Which significantly reduces the work load of the staff. The staff can utilize this free time to focus on their primary tasks. Once your staff will be happy and satisfied they will be able to deliver the satisfactory services. If a happy and active employee will greet your customer at the service counter it will automatically improve the customer interaction. On top of that the queue management system is also capable of monitoring and measuring various staff KPIs which are very helpful for the business for better resource management. Collectively all these factors contributes to achieve higher staff efficiency and enable an employee to serve more customers with good quality service in a single shift. This increase the profitability and operational capabilities of the business.

If you want to Collect Customer Feedback more Effectively

The customer feedback provides a very important data which help businesses to understand their customers and provide them deeper insight to the effectiveness of the existing business processes and methodologies. The customer feedback is also very important as it gives customers an impression that the business wants to listen to them and they are very important for their favorite brand. The business and customer relationship is very delicate, it requires continuous nourishing and the customer feedback is a great tool to understand brand perception in the customer’s minds. There are several different types of customer feedback systems available, however the most effective method is to take feedback immediately after delivering the service via a queue management system integration. The modern day queue management systems have either in-built customer feedback collection module or either they are integrated with the customer feedback system.

Whatever the case is, the best time to collect customer feedback is immediately after the service delivery. The benefits of integrating the customer feedback with the queue management system is that it can provide quicker customer feedback collection with higher response rates. The businesses can easily integrate the queue management system with the customer data base, the agent dashboard can easily provide the customer identification details hence the customer feedback submission become very simple. All a customer needs is to just answer a few questions and that is it. The queue management system will automatically link the feedback to the customer. Later if the business wants to follow up with the customers they will be able to do so. The customer feedback provide crucial information about the market trend, customer behavior, their expectations, their needs and their problems. Such data is very helpful in improving the future strategies and taking actions to resolve customer’s problems.

If you want to Gather Business Intelligence Data

The customer feedback data is also a part of the broader business intelligence. The business intelligence data can come from various sources, such as it could be form the self-service sign-up kiosk providing the information about the most requested services, customer churn rate, most liked and popular services and vice versa.The queue management system can also collect intensive data about the customer flow and customer journey, for example, how much an average time is required to serve a single customer or how long does it take a customer to complete its customer journey or which service require how much time to fulfill, etc. Such information are very helpful in highlighting the flaws and issues in the various touch points of the customer journey. The businesses can extract reports and data from business intelligence.

The queue management system provides an in-built data analytical engine and reporting module which is very helpful to generate reports for different levels of the management and different types of audience. These reports can highlight the areas of improvements and accurately assess the effectiveness of current policies and mechanisms. Business can make informed decisions on the bases of reports extracted from the business intelligence data and they can form their future strategies and do changes to ensure the ultimate level of customer satisfaction will be achieved.

If you want to Increase Profitability and Growth

Every business’s goal is to increase profitability and growth. A queue management system help businesses to automate the customer journey and it can also eliminate some steps from the customer journey and it is quite capable of facilitating the service delivery process. It help easing the staff and let them focus on their primary job roles and allow them to be more productive. The staff satisfaction is also very important. When the customer journey is optimized and customers will have to do less wait and their waiting experience is also engaging and stress-free, they will arrive at the counter with calm mind and good mood. On the other hand the employee will also be aided by the queue management system and they will also be able to greet them in a good manner. This will trigger a positive vibe will make the entire interaction more friendly and satisfactory.

The customer feedback and business intelligence data can further allow the business to assess and evaluate their practices and methodologies and can guide them to develop in the right direction by making informed decisions and accurate assessments. These features of a queue management system are very helpful in increasing the profitability, intelligent resource management, reduction in cost and per service expenses and utilizing the resources at their full potential. The customer happiness and satisfaction lead to increased customer loyalty and positive brand identity. The loyal customers are tend to be good brand advocate. Studies have shown that it is nine to thirteen time less expensive to sell to an existing customer than acquiring a new customers. Moreover the positive brand reputation help yielding better ROIs from the marketing and communication activities. Which help driving a long term sustainable growth.

Conclusion

The manual queuing have a lot of problems, it put burden on the staff and overall the entire business, it ruins the customer experience and prolonged customer journey. The long wait time and poor customer experience repel customers form the brand and harm bran reputation. Which lead to increased marketing cost and made it more difficult to attract new customers. A digital queue management system on the other hand can completely transform the customer journey with highly organized queues and smoother customer flow, the customer journey shortens moreover it improve the waiting experience. A queue management system also reduce stress from the staff and help improving employee performance. Which also have a positive impact on customer experience and increase customer happiness. Businesses can effectively improve customer satisfaction and increase customer retention. The customer loyalty help building positive brand reputation and also attract more customers. A queue management system can facilitate the entire customer journey and the service delivery which reduce per service cost and improve profitability. The business intelligence and customer satisfaction help business to build a positive brand reputation and drive sustainable long term growth. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need a queue management system or want to learn more, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How The Technology Improve Your Business Using the Queue Management System?