Every businesses knows how difficult it could get in customer facing environments, especially during the peak hours, when the footfall is high and the customer waiting areas and counters become crowded. Think from a customer’s prospective, if you are a customer you are at a service center, there is a huge crowd, it is even difficult to find a place to sit, and there is no help or guidance from the staff, how would you feel in a situation like that? It could get very frustrated, that is why businesses needs to take serious steps to prevent their customers form any such situation. It will not only make your customers unhappy, but it will result in loss of sales, increased customer churn rate, and less repeated business which could have some serious repercussions in the long term. Businesses adopt different ways according to their needs to improve the customer flow. However, a modern digital queue management system is the right solution to all those problems. It provides tools and features which help businesses in managing their queues, resolving problems, shortening customer journey, improving customer experience and much more.
What is a Queue Management System?
A queue management system is a digital solution which help businesses organize the waiting line, minimize the customer waiting time and improve branch efficiency and service quality. A queue management has two distinct part, one is the software which is usually a server application which provide a central management and administrative control over all connected branches. The queue management software various from case to case, but the most common and essential features are an administrative control panel, service agent dashboard, customer UI (user interface), ticket calling and announcement features and data collection and analysis tools. The hardware part includes a ticket dispensing unit, which is usually aninteractive self-service kiosk, there is a digital signage display which is used to display live queuing data, and a sound system to make audio announcements. Furthermore there are several other software and hardware components which can be included in the queue management system to enhance its capabilities and to offer innovative features.
How Queue Management System Help Turning Chaos into Control?
A queue management system offers a variety of features and digitalize several aspects of the customer journey which help organizing everything. Furthermore the customer behavior is not constant, it keep changing, a queue management system collects valuable business intelligence data and help businesses acquire deeper insight to customer behavior, market trends and help management align their efforts to maximize the customer satisfaction. Here are some key advantages of a queue management system which help businesses in turning chaos into control.
Advantages of Queue Management System: Organized Waiting Areas and Queues
The queue management system is a very capable tool, it helps organizing the waiting areas and customer waiting lines. It automates customer flow and customer journey which helps organizing the customer queues and solve several problems. In manual queuing customer have to face several issues, they got frustrated, most of the time customers and visitors don’t have a clue about their remaining waiting time. The queue management system help customers and issue them token numbers, which represents their position in the queues and allow them to wait comfortably in the designated areas. Furthermore the customer calling, customer routing and the entire customer flow is controlled by the smart algorithms of the queue management system software in real-time. Which significantly increase the customer flow and improve the customer journey. Since everything is managed by an automated program so the customers also don’t have any complains and everyone knows that their token number and position in the queue is secure and they will be served on their turn. These and several more such features allow businesses to organize the waiting areas and customer queues.
Advantages of Queue Management System: Reduce Customer Wait Time
Order and organized queuing environment save a lot of time. The customers are welcomed by interactive self-service kiosk, they are asked to choose which service they want, and in some cases the customers are also allowed to input data while issuing the token number. Everyone is served according to their positions in the queue. The queue management system balance the load of service counters based on various data inputs coming from different touch points in the system and the current service delivery rate. The smart algorithms can sense if one counter is having shorter queue, and they can automatically reroute a few customers to those counters, the queue management system also monitors employee performance, it can understand which employee is best at which service and on the bases of services required by the customer it can assign them a counter with high probability of quicker service delivery. There are tons of such features which help organizing the customer waiting areas and queues to shorten their wait time.
Advantages of Queue Management System: Improve Customer Experience
A queue management system plays a crucial role in improving customer experience at the branch. Without a queue management system the customers have to wait in long queues, which usually work on first come first serve bases. Furthermore there are line jumpers, poorly managed waiting lines and much more which can completely ruin their experience at the branch. A queue management system allow them a complete framework and eliminate several problems which results in more shorten and simplified customer journey. The queue management system also provide many features such as live queuing data at large signage displays, frequent audio announcements, multi-lingual intuitive UI for customers and much more which improves customer experience. The reduction in wait time have huge impact on customer happiness, when the customers will have to wait less and in a well-organized waiting environment, they remain calm and more supportive when they arrive at the service counter, it is easier for the service agent to satisfy a calm customer rather a frustrated, annoyed and unhappy customer. All such features greatly improve customer experience and results in higher customer satisfaction.
Advantages of Queue Management System: High Staff Productivity
A queue management system can offer a variety of features which can be used to improve staff productivity and performance. The staff satisfaction and morale plays crucial role in performance. When the staff work under a balanced workload they become happy and satisfied, happier they are better their service would be. A queue management system offers self-service ticket dispensing mechanism which reduce employee workload. It organize and manage all the customer flow from various stages of customer journey, even in case of stepped services or multi-counter service delivery the queue management system can manage the entire customer journey and customer flow. This means that the staff no longer have to worry about the problems occur in manual queuing, they are free to focus on most important tasks, they are never interrupted and they don’t have to stop their work for another task or to solve a problem. These features help reducing the workload of the staff and also results in better resource management. High staff productivity and performance help businesses improve the human resource strategy and results in better and improved branch operation with significantly less cost.
Advantages of Queue Management System: Central Administration and Control
The queue management system is a digital tool, majorly the server application is hosted at a local or online cloud server, which is linked with all branches, and therefore the data from all branches is updated in real-time at the main server. The head office can control and monitor any branch in real-time. Furthermore it also allow businesses to configure their work flows and processes according to their policies. The queue management system also features a smart alert and notification module, which can be configured to send alerts and notify the supervisors, branch managers or even the head-office when a certain event occurs, such as if the foot fall raised to a particular threshold value, or if the open ticket reaches to a threshold value and so on. These alerts and notifications are completely customizable and enable management to take actions and steps in a timely manner. This provide more control over the branch and the queuing and it also enhance their administrative capabilities which results in much better and well-organized operations.
Advantages of Queue Management System: Collect Valuable Business Intelligence Data
The modern businesses heavily rely on IT solutions and digital technology. For IT industry, software, digital solutions and communication, the data is the most valuable thing. The business intelligence data is the analytical data and insight acquired from a particular system or digital solution. A queue management system software is a very powerful AI based tool. Which is capable of collecting the most valuable business intelligence data.This data can help businesses and organizations in decision making process, identifying and solving various problems and improving their strategy. A queue management collects business intelligence data such as customer interaction at each touch point, employee performance data, customer preferences and several other behavioral insight. The business intelligence data help businesses take informed and timely decisions. It help them improve employee performance and support the HR in many tasks. The queue management system data also help understanding customer behavior, customer trends, their needs, expectations and market trends which provide a valuable insight and help businesses update their strategies and processes. It highlights several flaws and improve management.
Conclusion
The businesses in Dubai, Sharjah, Abu Dhabi and all around the UAE spend millions on customer satisfaction solutions. The customer satisfaction is crucial for any business but in competitive markets like of UAE, the customer satisfaction become more significant. In UAE the customers are more sensitive, sensible, and savvy and demanding, above all they have a lot of options available. One bad experience could repel them form your business and they will end up with a competitor. That is why the crowd and poorly organized queues are a nightmare of every customer facing environment. Businesses need to be more active and attentive when they make policies and strategies for their customer facing environments, such as customer service centers, branches, and service areas. A queue management system is a modern and advanced software solution to deal with all types of problems associated with customer experience and staff performance. In this blog we have discussed how a good queue management system can turn chaos into control. We have listed several advantages of implementing a queue management system at your customer facing environments. If you want to learn more about the subject of if you want our help to design and implement a highly cost-effective 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.
Check out this: Why You Need a Customer Flow Management Software?