The Dubai and in fact the entire UAE is a business hub of the entire Middle East. The markets are growing rapidly attracting more businesses to the country. This raised the competition to very high and also results complete transformation of the business customer relationships. The global trends are also influencing the evolution of business practices in Dubai and all across the UAE. According to a several studies and market researches the 84% of the customers thinks the customer experience is equally important as the products/services are. The same have impacted the insurance market as well. Here in UAE the insurance market have grown a lot which also result in high competition, more products/services which have huge impact on the customer behavior and market trends. Now a days an average insurance customers have become more sophisticated, knowledgeable and demanding. Every business knows this very well, if they failed to meet customers’ expectations, they will lose them. That is why it is important for insurance companies to make strategies and take steps to improve customer happiness and satisfaction.
Not only the insurance companies, but every business needs customer happiness and customer satisfaction. The customer happiness drives customer loyalty, the customer loyalty helps businesses get more repeated business. It is almost 5 times to 25 times more expensive acquiring a new customer comparing to selling to an existing customer. On top of that the loyal customers are tend to be a good brand advocate, especially in the modern digital landscape businesses need good endorsements, rating and positive reviews from the customers to build stronger brand image. That is why businesses have started putting customers at the center of all their strategies and goals. Because this is the key to long term success. Now when it comes to customer happiness at insurance companies the biggest impact is from the customer experience at the branch or office. The main factor in customer experience are customer wait time at branch, staff performance and service quality. Which is why a queue management system is the best solution to maximize customer experience and to achieve higher customer happiness. In this blog we will discuss how a queue management system can improve customer happiness and customer satisfaction.
How Queue Management System Improves Customer Happiness?
A queue management system consists of two parts one is software side and the other is hardware side. The software could have multiple features or accessories and the hardware side can also have multiple accessories, add-ons and features. A standard queue management system have a ticket dispensing unit, which is usually an interactive kiosk, from where the customers can sign-up for the queue. The queues are managed automatically by the queue management system (QMS). The QMS also have a digital signage and an in-built audio-visual announcement module. All modern queue management systems comes with a large digital signage screen, which are placed strategically in the waiting areas to provide live queuing information to the customers waiting in the queue. The queuing solutions are digital tools and are very capable in collecting valuable business intelligence data which help businesses in further analyzing their current strategies and policies and let fine tune them in future. The insurance companies can significantly improve customer experience by deploying an efficient queue management system to ensure the maximum customer happiness and customer satisfaction.
Insurance Companies can Improve Customer Waiting Time with a Queue Management System
For any service based business the crowded service centers and angry customers are the worst nightmare. The insurance companies and businesses are also no exception. The unmanaged queues or manual queuing, crowded waiting areas, and employees working under immense pressure are the absolute customer happiness killer. The very first thing an insurance company needs is to streamline its customer flow and to manage its queues more efficiently. This can’t be achieved with manual queuing, no matter how well trained staff you have or how many resources you allocate to manage the queues, the manual queues are prone to disputes, complaints, stress and dissatisfaction. A queue management system digitalize the queuing process and automate queue management. It allow customers to sign-up from an interactive self-service ticket dispensing kiosk which doesn’t require any staff help or supervision. As customers knows the queues are managed by the computerized system, hence they don’t complain much as they know the staff have no control over the process. This help businesses minimizing customer complaints too.
Furthermore the queue management system is a very capable tool, it has in-built AI (artificial intelligence) based smart algorithm which can manage the entire customer journey automatically as per the business’s policy. For example, the customers are asked to select their required service at the self-service ticket dispensing kiosk, at that time the system put them in the most relevant and quickest queue. That is not all, the queue management system can also reroute customers if needed. The customers are only given a ticket number, and the announcements are made on the large digital signage and audio announcement system. Which means that the customers are assigned the counter only when their turn came. Hence the queue management system have full control over managing the customers and their queues. This allow the system to intelligently manage queues, and on the bases of real-time data it can take decisions which allow it to maximize the performance and minimize the customer wait time. When the customer wait time is reduced it automatically reduce the level of stress and discomfort a customer endures during the customer journey and help increasing customer happiness.
Insurance Companies can Improve Customer Experience with a Queue Management System
As the queue management system can streamline customer flow and ensures the minimum wait time by improving queuing process and performance, the customer experience automatically get improved. With manual queuing the customers have complaints about management, poorly organized waiting lines, line jumpers, staff favoritism, and much more. However, with the queue management system all this can be prevented, and the customers never think anything like that as they know the queues and customer flow is managed by automatic program. This significantly improve their experience and give them a sense of trust. Furthermore a queue management system help insurance companies to improve their queuing efficiency during the busy work hours as well and provide them data which help them prepare for such scenarios. Collectively these all things help improving customer experience. Furthermore another essential component of the queue management system, the digital signage screens also help improving customer wait experience. When we wait we feel boredom, we feel stuck in the situation and this results in stress and anxiety.
A queue management system on the other hand can help businesses dealing with all such problems. As it has capability to automatically manage the customer flow it reduce a lot of wait time. Furthermore the queue management system have several features that keep customers and visitors engaged while they are waiting and reduce their stress. When we are waiting and bored at the same time, the time feels slower. It is because our brain perceived it that way. For example when we are waiting in a line the time feels more but when we are watching out favorite series on Netflix the same amount of time passes so quickly. This is just our brain that is tricking us into feeling more or less time. This is what is called the perceived time, and it pretty much depends on our state of mind. The queue management system can significantly improve it. For example, the digital signage displays which are installed strategically on places where everyone in the waiting room can at least view one always. This means the displays will get more attentions, the queue management system allow businesses to leverage this attention by playing multimedia content, advertisements or marketing materials which keep customers busy and distracted from the wait time.
The continuous announcements on the digital signage also keep customers busy, furthermore the multi-lingual audio announcement system also keep announcing upcoming tickets which also attract customers’ attentions. When there are so many things to keep the customers distracted from the wait time, they feel less bored, their stress is gone and the perceived wait time also reduced. That is significant, and it have huge impact on customer experience. Customers feel less stressed which increase their tolerance toward wait time. When customers reach to the counter with less stress at their mind or in a comfortable state of mind, they are more understanding and it also make it easier for the service agent to satisfy them comparing to the customer who is reaching at the counter already annoyed, stressed and anxious.
Insurance Companies can Improve Interaction of Customers and the Service Agents with a Queue Management System
Since the customer sign-ups, customer flow and entire queuing operation is managed by the queue management system, the employees and staff doesn’t have to focus on any of it. They don’t have to face a lot of complaints and angry customers. That is not all, a queue management system is a very capable tool. When it is integrated with the central information center or other relevant databases it can offer innovative features to help service agents with the actual service delivery process as well. This can be achieved by several ways, for example, the self-service interactive kiosk is already taking basic information about the requirements, hence the service agents knows clearly which next service they will be dealing with. They can prepare for it accordingly and save some time while the customer is coming to them after the announcement. Furthermore when the customer arrives at the counter, the service agent have enough time to communicate with them. As the service agents are not being dragged in the queue management process, so they have a lot of time to focus on their primary tasks, the system enable them to perform pre-service activities in-time which left them with more time with the customer, this can significantly improve customer experience and customer happiness.
Insurance Companies can Improve Various Business Processes with a Queue Management System
One of the biggest advantage of a queue management system is that it help businesses to improve several internal processes. The queue management system improves the customer experience throughout the entire customer journey. It help improving interaction at all touch points. One of the biggest problem that insurance companies in Dubai and all around the UAE face is the wait time and crowd formation at the branches. The queue management system not only help preventing these problems but also provide features to effectively deal with such situations. The queue management system Furthermore the queue management system can be integrated with third-party enterprise tools, software and systems which let businesses leverage the automation and digitalization to improve several internal business processes. The queue management system can fetch and push data to any other connected system in real-time which means all the relevant personas, departments will get instant update. The queue management system can also capture data from each and every touch point in the customer journey and is also a very capable of collecting customer feedback data. It help service delivery process as well and help service agents in pre-service and post-service activities as well. With integration capabilities business can also include innovative feature to further improve their internal processes.
Insurance Companies can Integrate Appointment Booking System and Customer Portals with the Queue Management System
The queue management system can be integrated with a separate appointment booking system as well as it can also provide a dedicated online module for the appointment booking management features. Insurance companies in Dubai and all around the UAE usually doesn’t utilize an appointment booking system, mostly they rely on traditional appointment booking methods such as by email or phone call, etc. However, the appointment booking system can help them improve user experience as well as it also help reducing the workload of the staff. As everything is done via an online appointment booking module or customer portal and everything is automated, so no need to assign any additional staff for these tasks. The appointment booking system or customer portal when integrated with the queue management system it can provide additional information which help the customers to book the most convenient slot for their visit. The queue management system capture data which help it to push certain information to the appointment booking system or customer portal such as current queue status, expected number of customers in any slot of time, it highlights busy hours, days, and help customers choose the most appropriate time to visit. The customers can plant their trip accordingly which means they don’t have to wait much. Such features help improving customer experience and raise their happiness and satisfaction.
Insurance Companies can Offer Virtual Queuing with a Modern Queue Management System
All modern queue management systems offer features for virtual queuing. The virtual queuing is not as that new, in fact it is present since many years now, however business in Dubai and all around the UAE have recently started adopting this technology. Especially during and after the pandemic in 2020. The biggest advantage of virtual queuing is that it allow businesses to manage the queues in a way that each customer can be served instantly, hence there is literally no wait time. Furthermore insurance companies can utilize virtual queuing to control the number of customers and manage the workload accordingly. The virtual queuing offers several remote methods to allow customers and visitors to sign-up, such as smartphone applications, online appointment booking system/customer portals, SMS, email, QR Codes based links, call, etc. The customers can utilize any available channel to sign-up for the virtual queues. They don’t have to physically present in the queues, in fact all the queues are managed virtually. This means they are also not required to come earlier than their turn. Hence the customer wait time can be reduced to literally none. When the customers get instant service as they arrive, they feel happier and it is easier for the service agent to satisfy the already happy customers.
The virtual queuing also allow the insurance companies to effectively manage the customer flow and queues as per their branch’s capacity, hence there will be no extra visitors, as all will be given a time slot in which their term is expected, hence the number of customers in the waiting areas can be reduced significantly. When there are no much customers in the waiting area, the business doesn’t have to assign much resources, and the staff also felt less workload. This motivate your staff and result in better service quality and customer experience. Furthermore the customers and visitors are always informed using multiple communication channels and some of them also allow the service agent to communicate with the customer. This ensures no customers misses any update, alert or notification. If anything unexpected happens, the service agents can instantly inform the customers and visitors about any change to prevent any inconvenience. The virtual queuing help businesses effectively manage their footfall and customer flow with more control and convenience. The queue management system mobile app is also a very useful tool to maximize customer experience. The customers can sign-up for the queue on-the-go, they can get real-time queuing updates, notifications and alerts in the mobile app. They can also communicate with the service agents and they can submit their feedback too.
The mobile app can provide branch locator functionality which provide users with all available branch details along with navigation capabilities via Google Maps or any other navigation application on their smartphone. The list goes on and on. The virtual queuing is a modern form of queue management systems and it offers great features to maximize performance, customer experience, and customer happiness.
Insurance Companies can Collect Valuable Business Intelligence Data with a Queue Management System
The queue management system comes with an intelligent software which is very capable of collecting business intelligence data. It can help businesses capture the statistical and analytical data from each and every touch point and enable them to utilize that data to assess and improve their on-going strategies and to make plans for future. The queue management system can capture a variety of details about the customer journey, such as which service(s) is most popular, which day or time get the most footfall, what are the least busy hours/days, what service agent is serving most customers, what is average customer wait time, average service time and even the quality of service and experience through integrated customer feedback module. The queue management system can accurately capture a variety of employee performance KPIs and other performance data which help the management and HR to identify the areas of improvement and rectify the problems. The queue management system is capable of capturing the complete customer persona and also behavioral data which help insurance companies understand their customers and also allow them to collect direct feedback from the customers.
All this data is called business intelligence data and it help management in many ways, it let them make informed decisions, enable them to do better resource planning and management, help them to understand the customer’s needs, expectations, problems and market trends and much more. The modern market landscape is formed by the influence of the digital and cyber technologies. Now a days the businesses heavily rely on the data. The business intelligence data help businesses understand their internal processes and their efficacy, and also enable them to identify the problems and obstacles for both the customers and the employees. Such information is vital for strategy building and planning. If a business is proactively collecting business intelligence data and utilizing it properly only then they could be able to achieve their goals. The ability to collect customer feedback also help insurance companies in product development and help them understand the market trends, customers’ demands and needs. A good queue management system not just collect business intelligence data but it also help businesses to analyze it and generate actionable reports in any required format so these reports can be shared with decision makers, higher management and stakeholders. Business intelligence data can provide a great competitive advantage to the insurance companies.
Conclusion
Here in Dubai and all around the UAE the competition among insurance industry is very high. The customers are also very savvy and demanding. This means that if an insurance company wants to sustain growth and profitability they must have to ensure customer satisfaction and customer happiness. The customer happiness is crucial for any business but in the current market scenarios the insurance companies need a better customer happiness strategy, as the customers also have a lot of options available. Furthermore the studies have revealed that 84% of the customers think the experience matters a lot along with the quality of the product or service. That is why the businesses should seriously invest in customer experience management strategies. A queue management system is a perfect tool to maximize customer experience, increase customer happiness, evaluate and improve your business strategies and processes and collect other valuable business intelligence data. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you with a tailor-made queue management system, please 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.
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