advantages of multiple queue Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

August 22, 2021August 22, 2021

Why Business Need Mobile Apps along with Classic Queue Management System?

A classic queue management system is a system that enables businesses to manage and control the customer journey at their stores, branches, and customer support centers. The queue management system is a great tool to manage customer flow and is very popular in Dubai and all around the UAE. If you have ever visited a bank or a telecom service provider or any government department, you would have noticed queuing systems there, they are everywhere. That is why whenever someone is visiting a business or organization, they are expecting a queue management system rather than long lines managed by the staff manually. Another most impactful event happened in 2020, yes the pandemic, and it changes everything, it also had changed the general behavior and expectation of the customers as well. Nowadays, customers prefer a fully or partially contactless customer journey along with a bit more digitalized customer experience. On top of that, social distancing has become a new norm. Businesses have to limit the visitors and customers to a certain number, depending upon their facility’s capacity. For example, earlier if you could accommodate 100 customers at a time, now you should have only 40 or so.

The social distancing, strict policies, and changed customer behavior demanded an innovative and high-tech solution to manage customer flow and customer journey. In Dubai and all around the UAE more than 90 percent of the population owns a smartphone and also have access to the internet. The government is offering tons of services digitally via smartphone applications. And smartphone usage is also higher in the country as compared to the other regions. People tend to spend hours on their smartphones on daily basis. This makes the smartphone a very powerful and effective platform for communication and customer services. The flexibility of smartphones and technological advancements lead to an entirely new era of digitalization. The queue management system is not different, businesses often ask about the mobile app for their queue management systems. When a mobile app is integrated with a classic queue management system it can offer a variety of features such as:

Improved Customer Experience and Customer Journey

The mobile apps are very convenient and easy to use. Everyone loves them these days. People tend to rely on mobile apps more than on websites for acquiring digital solutions. Several surveys and data suggest that if given a choice between a website and a smartphone app for digital services most of the customers will prefer mobile apps. The mobile apps don’t always require you to sign in, the customers can leave a process in the middle, and as soon as they will open the mobile app next time the process can be continued from there. Smartphone apps are easier to perform tasks, people tend to spend more time on different types of mobile apps rather than surfing the websites. This is why people prefer mobile apps over traditional websites. For example, when it comes to online banking, almost 90% of the times customers prefer to use smartphone apps rather than the website. This is why mobile apps are very important and can be more efficient. The customer journey is improved with mobile apps, and people feel more comfortable with the mobile apps.

In the case of a classic queue management system, the mobile app can provide various features which can improve customer experience and customer journey. Such as:

Enables Smart Mobile Queuing

When a classic queue management system mobile app is used the businesses can offer their customers and visitors to have a facility to issue mobile tickets. These are also like the regular paper tickets but the only difference is the mobile ticket are digital and are stored inside the mobile app. This allows the customers to have freedom of waiting anywhere whether outside or inside the branch. Those kinds of features and flexibilities can significantly improve customer experience and customer journey. This also reduces the workload of the staff and employees and improves their efficiency. When the wait time is reduced and the customer has a great experience prior to reaching the counter, it is easier to satisfy them as well. If a customer had a bad waiting experience or they will have to wait for so long at the end when they reach to the counter they are already frustrated and annoyed, it becomes far more difficult to please them at that time and more customers end up leaving unhappy.

Less Wait Time More Customer Happiness

The wait time is very crucial for customer happiness. The studies have shown that an average customer can wait for up to 13 minutes and wait time any longer than that start impacting their mood and as much as the wait time extends it keeps bothering the customers and the customers start getting annoyed, anxious, or stressed. Long wait times completely ruin the customer experience. No matter how hard an agent/server tries to please them they will not be happy. Another important factor about the wait time is if the wait time is known or not. The fear of the unknown is in human nature, the studies have shown that if the wait time is known to the customers they feel better and the waiting is also less stressful, but it the wait time is unknown then the customers will get more anxious. The smartphone application can be used to provide live information about the queuing with the estimated time of the customer’s turn. This also reduces the negative impact of waiting. With smart queuing and virtual queuing using mobile apps, the wait time can be reduced to virtually none. As the customers have the freedom to wait anywhere, they are only required to arrive at the very exact time of their turn which means they will get served immediately after arriving at the business. This improves the customer journey and customer happiness.

Offers Virtual Queuing with Mobile Apps

The queue management system mobile apps are a great platform to offer virtual queuing. The virtual queuing allows the customers and visitors to signup remotely, without being physically arriving at the business or branch. Usually, the remote sign-up is done through various mediums such as Smartphone applications, SMS, Email, Phone Call, Customer Portals, Websites, etc. But the mobile apps are the best way to offer virtual queuing. The mobile app can instantly issue an E-Ticket or digital token, which sign-up a customer for a virtual queue. The mobile apps can also provide real-time updates, queuing data, notifications, alerts, and much more. This allows the customers to sign-up for the queue from their smartphones, then they can either wait outside or plan their visit accordingly that they reach closer to the estimated time of their turn. This reduces the wait time and is also very helpful for the staff and management. Virtual queuing also allows implementing social distancing and other company policies easily. The management can have more control over the customer flow and can also communicate with the customers through the mobile app if needed.

Mobile App Provides Branch Locator and Trip Planner

The branch locator and trip planner are very useful features of the queue management system mobile app. The branch locator helps the customers to search and locate the branches in their proximity. It can also provide additional data such as the route to the branch, the current queuing details in the branch, the timings, contact details, and much more. The branch locator helps customers and visitors locating a branch with the probability of getting the quickest service. The customers and visitors can also have access to the important branch information, such as the route which can also be linked with navigation and the information of the busy hours, busy days, and the most convenient time to visit. Which could help the customers to easily plan their visit. Such features are very helpful in making the customer journey more desirable and convenient and also improve customer happiness.

Mobile App Provides Appointment Booking Facility

The queue management system mobile app can also be linked to an appointment booking system or it can have an in-built appointment booking module that enables the customers to easily plan their visit and book an appointment at their convenience. Moreover, the mobile app also keeps a record of past appointments and it can also provide useful information about the busy hours, busy days, etc. Sometimes some services are exclusive for certain branches only, that information is very important for the customers. If a customer arrived at a branch and then learned that the service they need is only offered at another branch they will be upset and annoyed. There is so much other information that can be provided in order to improve customer experience and customer journey. The customers and visitors can easily book appointments using mobile apps and set reminders and alerts for that appointments. The calendar app can be integrated too to highlight the appointment on the calendar. There are so many features that can be added to improve customer experience and customer journey.

Mobile Apps Collect Customer Feedback

The queue management system mobile apps are a great way to collect customer feedback. Usually, businesses use tablets, touch screens, and kiosks to collect feedback. Sometimes customers don’t use these devices as they think if they will do the survey the next customer will have to wait. Especially the customer who had a great experience and want to give a positive remark, usually avoid attempting feedback because they don’t want to put the next customer on wait. That is why mobile apps are a better alternative for customer feedback. Moreover, when businesses are setting up feedbacks and surveys for the mobile apps or online they can have more questions. The customers usually do such things when they are free so more questions will not go to affect the conversion rate. In fact, when customer feedbacks and surveys are done through mobile apps the conversion rate is always higher. The mobile apps can have notifications, reminders, and alerts which encourages more customers to do the feedback. Another great advantage of conducting customer surveys and feedbacks through mobile apps is that the business doesn’t have to ask the customer to input their contact and identity details, this can be extracted from the app automatically. Some businesses also have follow-up features. The customer support agent can contact the customers after the submission of their feedback. The personalized communication also improves customers’ happiness and increases their confidence and trust in the brand. Especially in case of negative feedback the staff can easily follow up with the customers and resolve their problems or inform them about the actions taken to prevent any such inconvenience in the future.

Mobile Apps Provide Valuable Business Intelligence

Business intelligence is the most important data that is required while decision-making and making future strategies. The mobile apps contribute to that too. The customer data, their purchase patterns, their favorite products and services, and all such information are very helpful to understand the market trends and to evaluate the products and services. Moreover, mobile apps can also be helpful in tracking the customer journey. The mobile app can track the time between the ticket generation and the service delivery accurately. With this data along with the data of the services, the business can easily understand which services are taking more time and which are taking less time. The business can also utilize this information to compare with the employee KPIs to increase their assessment accuracy and measure performance. In addition to all that the customer feedback collected from the mobile app is extremely important and it can provide a variety of information which are crucial for making informed decisions and effective policies. The customer surveys, happiness meter, NPS Score, difficulty score, customer satisfaction score, and much more are very helpful in evaluating various business processes and practices. Mobile apps are a great source of vital business intelligence data.

Conclusion

The mobile apps are used by everyone, whether it is a social media application, a service app, banking app, eCommerce, food ordering app, everyone is using the mobile apps in one form or another. The pandemic has completely changed the marketing industry and businesses and marketers are eagerly seeking innovative solutions to provide their customers with a digitalized and contactless experience. For classic queue management systems, the virtual queuing and mobile app-based queuing feature is gaining popularity. The mobile apps are a great tool for virtual queuing as well as for ordinary queuing. The mobile apps provide better control over customer flow management and also enhance the customer journey. Businesses can offer so many innovative features to improve customer engagements and increase customer happiness. The mobile apps can offer online appointment booking, branch locators, E-Ticket or digital tokens for the queue, remote sign-up facility, and real-time queuing tracking with alerts and notifications, and much more. The customer feedback collection and business intelligence gathering is a great source of data that can be very helpful in analyzing, evaluating, and improving business processes and practices. RSI Concepts is a leading name in Queue Management System and Customer Satisfaction Solutions providers in Dubai, UAE. Feel free to reach out if you want to transform your customer’s journey by integrating mobile apps with your classic queue management system. 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.

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May 2, 2021June 21, 2021

Top 8 Benefits of Using Queue Management System

The queue management systems are helping businesses and organizations to transform their customer journey and customer experience. Businesses are getting a lot of short-term and long-term benefits from digital queuing solutions. There are several types of queue management systems each is suitable for a certain scenario but in general, digital customer flow management helps businesses and organizations in improving customer happiness and customer satisfaction. Over time there has been a lot of new features and functionalities introduced to the queuing solutions which are helping businesses to effectively deal with their unique requirements and difficult scenarios. The queue management systems (QMS) are also very flexible and can be integrated with a variety of corporate and enterprise tools to further improve the system’s efficiency and effectiveness.

Here are the top 8 benefits of using a queue management system:

1. Reduce Wait Time

No one likes to wait in long queues, long wait time can completely ruin your customer’s mood, which results in a very bad impression of your brand. A bad waiting time experience also impacts the service delivery experience, the customer who has reached the counter unhappy or annoyed is very hard to satisfy. If a customer had to wait for a long time they might leave before getting the service done or before purchase, both are not good for customer retention and customer experience. A queue management system can automate the customer flow management which significantly reduces the wait time and with no human intervention, there is no chance of line jumping or error or any such thing which could disturb the queue. With the help of virtual queuing, the wait time is literally reduced to none. The customers and visitors can sign-up for the queue remotely or virtually and they only appear at the branch when their turn is due. Such a reduction in the wait time can significantly improve customer satisfaction.

See More: How Queue Management System can benefit in shipping industry?

2. Improve Service Delivery Quality

A queue management system makes the wait time less difficult, with the help of a lot of different tools, especially virtual queuing the wait time can significantly reduce. This improves customers’ experience. With the automation of customer flow management, the staff has very less work to do, most of the work is being automated by the queue management system. This can significantly reduce the employee workload which means the employee can focus better on entertaining the customers and visitors. The combined effect of reduction in wait time and employee’s less workload results in very improved service delivery quality. Not only that a queue management system helps businesses and organizations to effectively monitor and track employee KPIs which can provide vital data on employee performance. Businesses and organizations can utilize this data to further maximize employee performance which directly improves the service delivery quality and customer satisfaction.

3. Customer Journey Automation and Personalized Experience

Customer journey is very important in customer experience and service delivery quality. The customer journey begins from the point where they sign-up for the queue and it ends when the service delivery is done. The linear queuing or first-come-first-serve doesn’t work for all. In fact, most of the modern queuing solutions work on non-linear queuing methods. For example, there are businesses that have multiple counters for multiple services, some counters are for VIP or premium customers and some could be for people with special needs or it could be anything. There are certain services that are delivered in steps and required customer interaction at multiple counters. There are certain services that can be done on exclusive counters. And for one service there could be multiple counters. There could be VIP counters for premium customers and visitors or there could be special counters for any special scenario.

All these scenarios require an intelligent solution. The digital queue management system is capable of handling all such scenarios automatically. The queue management software provides a control panel to configure all those company policies to handle all such scenarios. This automation not only reduces a ton of workload of the staff and agents but significantly improves the customer experience and customer journey which results in higher customer satisfaction.

See More: Importance of KPIs to Improve Employee Performance in Dubai

4. Improve Customer Retention and Customer Loyalty

Without customer retention and customer loyalty, there is no business growth. Customer retention is only possible when the customers are happy and satisfied with the brand. A queue management system can help businesses and organizations to reduce customer wait time, improve service delivery and service quality which results in happy and satisfied customers. If your customer is happy and satisfied they will remain loyal to your brand and they will help you build a positive brand identity with their endorsements and positive reviews. Which will attract even more customers. More satisfied customers you have higher customer retention can be achieved. If a customer left unhappy they will definitely tell others about their bad experience, which could ruin your image and brand identity, this results in compelling other customers too to leave your brand. Which makes customer retention extremely hard. But with a queue management system as most customers end up being happy and satisfied so customer retention is also easy.

See More: What are the Different Types of Queue Management System?

5. Improve Employee’s Efficiency

The queue management system automates the customer flow management which reduces the manual work of the employees and agents. Without the queue management system in place, most of the staff and the agents/servers manage the customer flow and queues manually, which not only consumed their lot of work but it also slows down the process and increases the wait time which reflects in the employee’s efficiency. However, with a queue management system all these processes can be automated which significantly reduces the workload of the employee and let a single agent/server serve more customers in their single shift time. The management can see a huge improvement in employee efficiency. Along with that the queue management system also provides employee monitoring and KPIs to assess the performance of the agents/servers. This further help the management to take steps to improve the performance of the employee and increase their efficiency.

See More: Employee Performance Management is a small part of Performance Management System

6. Integration with Other Tools and Systems

The queue management system can be integrated with other organizational tools and corporate systems to enable data synchronizations and information sharing. The integration is an excellent feature to have with a queue management system. It itself just enables data and information sharing between different enterprise solutions and systems but the data sharing leads to tons of innovations that can completely transform the customer journey and experience. The integration also enables automation of a lot many steps of the service delivery process which not only reduces the service delivery time but it also improves employee efficiency.

6.1 Software Integration

The queue management system can be integrated with other software too. It can fetch data from other databases or a common information center and it can also push data to other software and tools. For example, an appointment booking system. In the appointment booking system the queue management system takes information from the system and generates a queue on the appointment date and time, then once the service is done it updates the status in the appointment booking system and so on. Similarly, the QMS can be integrated with so many other software.

6.2 Virtual Queuing

Virtual queuing is a slightly modern customer flow management method. It enables the customer to sign-up for the queue without being physically present in the queue. There are different methods used to achieve virtual queuing. Virtual queuing can almost eliminate the wait time. The customers are free to join the queue remotely and they can only arrive at the branch once their turn comes. This almost eliminates the wait time and significantly improves the customer experience. The virtual queuing can be done via smartphone, website, phone call, SMS, email, etc. The customers can be notified for their turn by SMS, Call, Email or Notification, etc.

6.3 Mobile Apps

These days in Dubai, UAE more than 90% of the population have a smartphone and high-speed internet. People are using smartphones more than the conventional PC or laptop. This makes them more user-friendly and convenient. The mobile phone apps can be integrated with the queue management system to make the queuing process more convenient and quicker for the customers. The customer loves the notion of being able to remotely sign-up for the queue and getting all the live information and status updates on their smartphones. This is convenient and easy. The customers can be notified of their turn along with the real-time queue updates of the entire branch to let them arrive only when their turn comes. This completely eliminates the in-branch wait time. The smartphone application can help businesses to getter better business intelligence and user data as well.

6.4 Hardware Integration

The queue management system is built with widely available technology and for the past few years, all huge manufacturers and suppliers are focusing on the hardware accessories that can be integrated with the queue management system. These hardware peripherals, tools, and accessories can be integrated with the queue management system to improve the customer experience and to automate various steps in service delivery. The hardware integration is used to improve the service quality and service delivery time. For example, a customer’s data can be fetched automatically from the database by scanning their Emirates ID Card. There are so many different hardware devices easily available to help you with your innovation and unique needs.

See More: How a KPI Software can help provide better Customer Journey?

7. Business Intelligence and Customer Feedback

A queue management system is a great tool to gather customer experience data along with KPIs for the employees and agents and other statistical data. The queue management system can also provide very accurate KPI measurements and monitoring along with a lot of data collection points to be feed into other systems such as performance management systems. The queue management system can also provide a simpler and easier way to collect customer feedback. The customer feedback and the system usage and statistical data that can be accumulated from a queue management system can be extracted in detailed reports and summary reports which is a great and very accurate source of vital business intelligence. This data is extremely crucial for the businesses and the management to assess the effectiveness of various systems and business assets involved in customer service delivery. The intelligent software and analytical engine produce actionable reports which help the management to take decisions to further improve customer satisfaction.

See More: Appraisal Methods in Performance Management System

8. Reduce Operational Cost

The queue management system is built with a widely available technology that significantly reduces its initial cost. The technology is long-lasting and doesn’t require regular upgrades or updates, which means it could remain relevant for many years to come. Apart from that, the queue management systems don’t require much maintenance. As the software is installed on a server and the hardware is installed in the branch or office. There are very few moving components in the system which makes the maintenance even more cost-effective and easier. This reduced the operational cost a lot. Above all the queue management system automate various business processes and various steps of the service delivery, which reduces the need for human resources. The businesses can achieve higher efficiencies with the QMS hence less human and other resources can deliver more output. This allows the organizations to significantly reduce the assets allocated for customer flow management and customer service centers. This further reduces the operational cost. Overall if we calculate the ROI of a queue management system over the course of time it will remain operational the rates are exceptional. It is a very cost-effective corporate tool with amazing benefits and value.

See More: How Queue Management System Helps to Provide Better Customer Service

Conclusion

Queue Management System (QMS) or Queuing System is a customer flow management system. The queue management systems are a great cost-effective investment and have the potential to completely transform the customer journey and customer experience. The queue management systems reduce the customer wait time a lot and improve the service delivery by making a lot many steps and processes automated and digitalized. The QMS can be integrated with a lot many software and hardware tools to further increase their effectiveness and efficiency. Virtual queuing and smartphone applications can further enhance the customer experience. The employee monitoring tools and features to enhance employee efficiency are great for customer experience and operational cost optimization.

The queue management system can monitor and collect data from all touchpoints where a customer is interacting which makes them a great business intelligence source. The QMS can also provide statistical data, monitoring, and analytical data which can be processed and extracted in the form of reports and much more. The queue management systems are a great companion for customer relationship management. Business can learn and understand about their customer’s behavior, their needs, expectations, and happiness. The technology used to build the queue management system is widely available, relatively cheap, and extremely durable. This not only significantly reduces the maintenance and operational cost but also makes them relevant for a long time. The technology can easily be upgraded and repurposed as well. These features along with automation and employee performance monitoring allow businesses and organizations to significantly minimize the operational cost.

If you have a requirement or if you want to improve your customer experience or if you are interested in operational cost reduction or all. It is always wise to consult a professional queue management system provider in Dubai, UAE. RSI Concepts is helping a variety of businesses and organizations from all industries in UAE and also across the GCC. Feel free to reach us out through our Contact Us page.

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