A queue management system is used to enhance customer experience and improve customer flow management at a customer facing environment. Whether it is a retail store, a bank, a healthcare facility, a government/public office, or HR department, the queue management system is widely used in Dubai and all around the UAE. With the remarkable progress of technology and especially the smartphones, the overall customer behavior and market trends have been changed. Businesses started focusing on the digital experience by offering online channels, social media, dedicated apps, interactive kiosks and much more. Above all the competition in Dubai and all around the UAE is increasing, which also paved way for many new industry trends. People themselves also become more adoptive towards technology and digital experience. Now a days if someone is going to visit a bank they expect certain things, such as an electronic queue management system, comfortable waiting areas, and a good environment. That is why the queue management system have become an industry standard for service sector.
The queue management system have travelled long way from being as simple as a paper/pen based system to a highly advanced AI (artificial intelligence) based system. A modern queue management system is designed on advanced technology platform which offer businesses a lot of innovative features and help maximizing the impact of the queue management system. The biggest advantage of a modern queue management system is that it help increasing the customer satisfaction which drives customer loyalty and customer loyalty have long-term impact on business growth and success. The customer satisfaction is placed on the top of business goals, as only happy and satisfied customers will keep doing business and that is not all, the satisfied customers tend to promote your brand as well. According to several studies it could be 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer, and only happy and satisfied customers will do repeated business with you. That is why the customer satisfaction is always very crucial for a business. In this blog we will discuss how a modern queue management system help increasing the customer satisfaction.
Decreased Wait Time
Whenever we talk about a waiting area scenario there are always two wait times, one is actual wait time which is the real wait time and the other is the perceived wait time, which is usually a perception of our brain. When we face any such situation where we feel stuck, our brain become unhappy of it, hence the wait time which is actually less could felt longer. For example, the real wait time is 10 minutes, but the perceived wait time could feel like 20 minutes or even more. Only a modern queue management system with advanced features will help you to deal with both actual and perceived wait times. A modern queue management system streamlines customer flow, it automates several processes and continuously monitor each and every touch point throughout the customer journey. The queue management system automatically implement queuing policy and its smart algorithms can automatically control the route of the customers and direct them to the fast-moving counters to ensure the maximum performance of the entire branch or customer service center. Thus the customer wait time is reduced. Furthermore the queue management system offers a variety of features which keep distracting the customer during their waiting at the branch thus reduce the perceived wait time too.
Improved Waiting Experience
The customer’s waiting experience is an important factor that contributes to increase customer satisfaction. The customer waiting experience can be improved by adopting modern queuing practices. A modern queue management system allow customers to wait freely in waiting areas, designated spaces or even outside the branch. The customer’s waiting experience is improved by adding multiple distractions which also help reducing the perceived wait time. For example, every modern queue management system has in-built announcement and customer calling system. The announcements are made at a sound system and the data is displayed on a digital signage screen. The digital signage screens are the speakers are placed all around the facility to make sure every customers is in range. The frequent announcements keep customers distracted from the waiting, and keep them engaged. Furthermore the digital signage also regularly update queuing information and it can also play multimedia content to keep the customers distracted from the waiting. All these features can significantly enhance the customers’ waiting experience which greatly increase customer satisfaction.
Offer Multiple Check-in Options
The check-in is one of the most important aspect of customer journey. A modern queue management system facilitates the check-in by offering interactive self-service kiosks which are also used to dispense the tickets/token numbers. The customers are welcomed by intuitive self-service kiosk with multilingual UI (user interface) where they can chose the service they want, or they can put basic information. Based on their choice and the information they have entered, the queue management system later put them in the right queue, and make sure they end-up on the right counter. Furthermore there are several other options which can be offered, for example the modern queue management system also offer virtual queuing features. In virtual queuing the customers can sign-up for a virtual queue using any remote channel and without being present in the physical queue, they are signed-up for the queue. The virtual queuing offers Email, SMS, WhatsApp, Mobile Applications, Online Customer Portals, Website, Booking Portal, QR Codes and such features to offer multiple check-in options. All these features enhance customer experience and raise their happiness and satisfaction.
Quicker Service Delivery
In any customer facing environment the staff will have to face a lot of challenges. Especially if the queuing process is poorly managed, the queue management system is not good enough and especially during the busy hours, the staff will have to take the heat. They will have to deal with the waiting customers, heavy workload, and various other problems. However, when a modern queue management system is deployed, it significantly reduce the problems and enhance customer experience. The queue management system automatically improve customer journey, it help reducing the impact of waiting and keep customers calm. In the meantime the queue management system can automatically route and reroute customers based on the real-time queuing data. This way it can perfectly balance the workload of the employees and distribute the influx effectively and efficiently. When employees work under a balanced workload and most of their distractions are removed, they can easily focus on their primary tasks, hence their performance is significantly improved. Furthermore the queue management system is a very capable tool which can be integrated with other systems, tools and databases. This ability allow queue management system to help service agents in the service delivery process as well which can greatly improve their efficiency and performance. Hence the service delivery process become much quicker, reliable and a better experience for the customer which increased their satisfaction.
Business Intelligence Data Collection
Another great feature of a modern queue management system is to collect a variety of business intelligence data throughout the customer journey. The queue management system capture customer behavioral data, their preferences, and it records the queuing data. The employee performance data and KPIs are also recorded. The business intelligence data is stored and analyzed by in-built analytical tools to draw conclusions. The managers and decision makers can also prepare actionable reports based on the business intelligence data gathered by the queue management system. The data will let management understand basic trends and some sophisticated details to understand customers’ behavior. This knowledge will help management to improve their queuing policy and help them in resource planning and management to ensure maximum performance and efficiency of the branch. The modern queue management systems also collect customer feedback using multiple integrated channels and on-sight touch screens, tablets of interactive kiosks, etc. The customer feedback data further improve their understanding and help them cater to the needs of the customers to maximize the happiness and satisfaction. The business intelligence data help improving the queuing process and it also help improving the customer experience which significantly increase customer satisfaction.
Conclusion
The customer satisfaction is considered to be the key to long term success. A business can never grow without having a loyal and satisfied customer base. All service-based businesses know that the customer facing environment could be very challenging and ensuring customers’ satisfaction could be extremely difficult. That is why businesses have always implemented some kind of queuing policies to improve customer experience. A modern day queue management system is a great tool which is built on AI (artificial intelligence) based smart algorithms and can take decisions on its own by analyzing the queuing data in real-time. The queue management system keep your customers distracted from the waiting while they are waiting in the waiting areas, which help enhancing their waiting experience. All these features help improving the customer experience and increase customer satisfaction. The queue management system also collects customer feedback and business intelligence data which help management understand market trends, customer behavior, their preferences and provide them with in-depth understanding and knowledge of customers’ mind, desires, expectations, needs and liking/disliking.
This knowledge can be used to improve future policies which could be very helpful for long term growth and success. In this blog we have discussed how a queue management system can increase customer satisfaction, if you want to learn more about the subject or if you want our help to implement a modern and customized queue management system for your business, 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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