automated queuing system Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

March 1, 2022March 12, 2022

How Queue Management System can Boost Productivity and Profitability?

The queue management systems have become an essential part of customer experience and customer satisfaction strategy. Especially for all service based businesses having a digital queuing and customer flow management solution is extremely important. The market is very competitive in Dubai and all around the UAE, a common consumer in general is more advanced, conscious and aware of their rights. The governments are very strict for the quality and demand from each business to ensure high-quality products and services. The challenge is simple, improve your service quality, ensure maximum customer satisfaction, but the real challenge is to maintain the price of the service for the customers and cost of the service for the business. Whenever a business tries to improve the quality of the service their cost start getting higher, which will eventually limit their profits. However, for any business the primary goal is to delivery great customer experience and high quality service and at the same time maximize their profits.

Profitability relies on productivity and operational efficiency. The operational efficiency or the skills of your employees are absolutely necessary to achieve higher productivity which drives profitability and revenue. The whole process is not as that simple, in fact all these things are related to each other everything have some effects on everything else. The queue management system is a great tool to improve various business processes and to obtain higher operational efficiency by aiding your employees in their routine tasks and by improving their efficiency a business can achieve its long term financial and strategic goals.

Here is how a queue management system can boost productivity and profitability:

Queue Management System Provides Satisfactory Customer Experience and Increase Customer Retention

The customer experience and customer happiness is extremely important for long term success. The customer happiness lead to customer loyalty, which increase customer retention. The customer retention reduces the cost and expenses of marketing activity. Consider your clientele as a bucket and your business goal is to fill that bucket to its full capacity. If that bucket had a hole at the bottom, will you ever be able to fill it? No. The customer retention can fix that hole, and it lets you fill your bucket with less efforts. The studies have shown that it is nine to twelve time more expensive for a business to acquire a new customer comparing to selling to an existing customer. That is why the customer retention is extremely important to ensure maximum profitability. If you keep losing customers then you must have to increase your marketing efforts to such extant that it generate more leads and conversion in the same span of time as much as you lose the customers, only then you can achieve a steady growth. And that is extremely difficult and way too expensive.

That is why the customer retention is important. A queue management system facilitate customer journey and ensures a satisfactory customer experience which is a key to customer retention. Several studies and market research have recommended that one of the biggest reason a customer switch from a business is due to the unsatisfactory or a bad customer experience. For any service based industry the main driving force of customer experience is the wait time. The employee behavior, their level of expertise and all that is also important, but if a customer had to wait for a very long time before reaching to the counter, they will be already unhappy and maybe anxious too. With such a mood it is extremely hard for the service agent to satisfy that customer. However, if a customer is arriving at the counter with relaxed and comfortable state of mind, they will be more open towards conversation and they will be more understanding and cooperative. This will help the service agent to easily satisfy the customers and make them happy.

The queue management system also eliminates all the problem associated with manual queue management. As all customers and visitors will know that an automated system is controlling the queues and customer flow so their position is secure in the queue. The queue management system also allow businesses to create and manage virtual queues, which enables the customer to stay in the queue virtually, which means they don’t have to stand in the long lines, in fact they can wait in the comfortable waiting areas. The queue management system also comes with dedicated digital signage screens, which used to display the live queuing information to keep the user’s interest. All modern day queue management systems also provide an audio announcement system to keep the customers and visitors alert and engaged. On top of that a queue management system also provide businesses with an opportunity to run multimedia content on the digital signage screens along with the queuing information, which also increase customer’s interest and keep them engaged while they are waiting, this reduce the waiting stress and improve customer experience and customer journey to increase customer happiness and customer satisfaction. The customer satisfaction improve customer retention and results in higher profitability.

See More: Virtual Queuing and Digital Customer Experience

Queue Management System Improves Employee Performance

Employee performance is critical to maintain operational efficiency and productivity of any business. It also directly impact the cost and expenses of the business hence it also impact the overall profitability of the business as well. Businesses are always seeking ways to boost their operational efficiency and productivity while staying in the limitations of their budget to keep the cost and expenses to a certain level. Businesses in Dubai and all around the UAE have investing huge chunk of their hard earned profits in digital systems and solutions. A queue management system is proven to be among the best long term investments. A queue management system is capable of automating various business processes, which reduce employee workload. The queue management system can also automatically implement company policies and manage customer flow which usually require a lot of efforts from the employees, hence it impact their efficiency which is generally measured in terms of the customers they served.

Without a queue management system the service agents and staff has to manage the long queues, they have to solve people’s problems and they also have to address their complaints and queries instantly which are caused by the manual management. These problems and other such matters can consume a lot of time and efforts of the employees, which means the service agents have less time to focus on their primary tasks and they could also get distracted too. Which reduce their efficiency and also the quality of service they deliver. A queue management system eliminates all that and let employees focus on their primary tasks which can improve their efficiency and work quality to several times. Moreover the queue management system can be integrated with other systems and tools such as ERP, Customer Data Base, Central Information center, etc. This allow the queue management system to further facilitate the service delivery process for the employee, which simplifies service delivery process and reduce the efforts of the employee, hence they are able to serve more customers in a single shift.

See More: Impacts of Queue Management System on Employee’s KPIs

Queue Management System Reduces Per Service Delivery Cost

The major factors that drive the service delivery cost up for a business are the resources they have to use for a single service delivery. Or you can say with a certain amount of resources how many services can be delivered within a given timeframe. For example in a customer service center if there are eight counters, then there would be eight service agents, and the business might have to post more employees to manage the queues and crowd. In that scenario the business must also have to able to maintain a large waiting area where there large crowds can be accommodated. That will raise the operational expenses of the branch or office. However, with the queue management system since the customer flow is much faster, and the capabilities of the service agents are also improved and they are able to serve more customers in a single shift the need for large waiting areas or deploying more employees to manage customers and visitors while they are inside the service center will be reduced. Which is a straight forward cut to the expenses.

Moreover the queue management system can aid various business processes and it can automate various customer journey steps which also increase employee efficiency to serve more customers. The balanced workload and a pleasant environment also impact the employees and further improve their work quality and capability. Which raise the overall productivity of the branch. As the business don’t need to deploy more employees to manage the customer service center, they can utilize them for other purposes, hence the total number of employees required to handle a branch could be significantly reduced, in some cases it can be reduced by 50% to 60%. Which can save a huge amount of resources both in terms of cost and the human resource as well. Where a server was serving only twenty customers a day, with the help of the queue management system they might be able to serve fifty or even sixty customers a day. Which also improve the overall productivity of the branch and reduce the per service delivery cost. Hence a single service delivery costs far less and the overall profitability is raised.

See More: Efficient Queue Management System Qualities

Queue Management System Provides Business Intelligence Data

These days the growth and progress is heavily driven by the data. The data is considered to be the backbone of the modern day business frameworks. It doesn’t matter what industry you belonged to, making informed decisions, setting up achievable goals, and making great strategy is the key to success. This data is generally referred to as business intelligence data. For any service based industry it is extremely important to understand their customer journey, customer experience, employees and trends. A queue management system can generate extremely crucial business intelligence data for a business. The businesses can utilize this data to analyze their customer journey, the level of difficulties a customer faces while moving through it and the factors which can impact customer experience are very important. Furthermore the business intelligence data from a queue management system can also help businesses to analyze and assess the effectiveness of their various business processes and employees as well. Which can help them build better strategies, take right actions and utilize resources more effectively to boost their productivity and profitability.

The queue management system can accurately track the waiting time of the customers on micro and macro levels. The queue management system can maintain the record of the waiting time for each individual customers. It can also provide average waiting time for each service. Businesses can also learn which employee is performing well at which service and position by analyzing employee KPIs and system usage data. The businesses can easily learn where the bottlenecks are created and what is causing them, they can also analyze employee performance. The employee performance data can be shared with the HR and decision makers to let them deploy the employees on service counters where they perform well or to arrange training for them for which services they perform poorly or less than the expectations and so on. A queue management system can be goldmine of the business intelligence data. Businesses can utilize this data to take timely actions, set strategies and make future plans. Which help them utilizing their resources more efficiently and effectively. This reduces the service delivery cost, maximizes the overall efficiency of the branch and increase the productivity and profitability of the business.

See More: What are the Key Features of an Enterprise Resource Planning Software (ERP)?

Conclusion

A queue management system is a great tool to boost the productivity and profitability of the business. The businesses can easily reduce the customer wait time, minimize their efforts and maximize the efficiency of the employees to ensure the customers will have a satisfactory experience. The happy and satisfied customers are the most precious asset of any business. The customer happiness drives their loyalty and loyal customers are more likely to have repeated business. In the long term the queue management system can save significant cost and expense. The business intelligence data, cost reduction, employee performance improvements and customer satisfaction drive growth and help businesses in achieving their future goals. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the subject or if you have an enquiry, 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 blog: Key Features of an Enterprise Application Software (EAS)

August 25, 2021

Top 10 Virtual Queue Management Benefits

One of the biggest challenge for business in Dubai, UAE and all around the world is to provide a great customer experience and customer journey. However, the reality is no one likes to wait in long lines, people often think that waiting in long queues is a waste of time. People thinks that the businesses and brands who failed to reduce the wait time or long queues don’t care much about their customers. Business too could have a very negative perception about the wait time, often businesses think that the wait time can’t be reduced or can’t be reduced more than a certain level. However, that is not the case. The customer wait time can be reduced significantly by proven methods and technologies. The virtual queuing is one of them. It is the most effective queue management system type which help in reducing the wait time. The virtual queue management systems are very effective in managing the customer flow and they also help improving customer experience.

The effective customer flow management also improves employee efficiency which also help improving customer experience. The primary goal of having any queue management system is to make your customers happy and satisfied. Only the satisfied customers are loyal to the brand. The unhappy customers will immediately switch to others as soon as they got another option. Here in Dubai and all around the UAE the competition is too high, customers have a lot of option. The customer expectations are also very high and the customer retention is very difficult. A virtual queue management system is a very helpful tool in improving customer satisfaction hence it improves customer retention too. The loyal customers act as a strong foundation for the business. The business can build their future on that base. If a business keep on losing existing customers then they will have to invest more in acquiring new customers and studies have shown that acquiring new customers could be 8 to 12 times expensive then selling to the existing customers. That is why the queue management system is extremely important for any business. Here are top 10 benefits of the virtual queue management system:

Virtual Queue Management System Benefit No. 1: Reduce Wait Time

The virtual queue management systems can significantly reduce the wait time. In fact the virtual queuing is the only queuing method that can promise to completely eliminate the wait time. Thanks to the remote sign-up, smartphone apps, the other features of the virtual queue management, the customers can be booked a spot in the waiting line (virtual queues) and the estimated time of their turn is given to them, which allow them the freedom to spend their time in other activities or arrive at the branch at the very exact time of their turn. The customers can also schedule a visit or book an appointment at the time of their convenience which also add value to customer journey and customer experience. If customers and visitors will have to wait in the long queues inside the branch then the staff could also get overloaded, as they will have to manage the crowd too along with their primary tasks, which further prolonged the wait time and harm the customer satisfaction.

Virtual Queue Management System Benefit No. 2:Remote Sign-Up

The remote sign-up improve customer experience and provide them freedom to sign-up remotely for the physical queue. That is not all, with the virtual queue management system the customers and visitors can also wait elsewhere, they are not required to wait physically in the queues, instead they are placed in a virtual queue and their number called as they were physically present in the physical queue. The virtual sign-ups can be done through various mediums and methods for example, Queue Management System Smartphone Apps, Online Appointment Booking System, Website, Customer Portals, Email, SMS, Call, etc. When a customer or visitor is remotely signed-up using any medium they have been issued an e-ticket or mobile ticket which is their position in the queue. Along with that mobile ticket they are also given the estimated time of their turn along with the counter number. This helps them to plan their arrival accordingly and save a lot of wait time.

Virtual Queue Management System Benefit No. 3:Prevents Crowd

The crowd and congestion in the branch can have big impact on customer journey and customer churn rate. Customers often leave when they see crowd or too long queues, in addition to that it also put more burden on the staff and management and it is harder to manage crowd. Customers and visitors usually avoid reaching out to staff or spending much time in conversation with the staff when they see a lot of people waiting in the queue or when there is a crowd. This can prevent new sales as well as it will leave your customers unsatisfied. Some customers and visitors often left without getting serve or purchase due to crowd and too much congestion. But a virtual queue management system provides the facility to arrive just in time and immediately get served, which means there will be no congestion or crowd formation, the customers and visitors will be comfortable and the staff can also focus on primary tasks rather managing crowd. The staff performance get improved and they deliver better quality service.

Virtual Queue Management System Benefit No. 4: Implement Social Distancing Easily

Implementing social distancing is mandatory for all public places and offices. If you appoint staff to prevent people from entering into the store/branch then the crowd could form outside the store/branch. People also don’t like such practices. But with the help of a virtual queue management system the customer journey can be made contactless, the management can easily control the number of active queues and can easily prevent congestion. The management can also limit the number of active queues in a way to ensure the social distancing which will protect the customers and visitors as well as the staff.

Businesses and stores in Dubai and all around the UAE are only permitted to have a certain percentage of the full capacity of hosting the number of customers and visitors at a time. Which makes it very hard when managed manually, but with a virtual queue management system the system can be configured to ensure the number of customers and visitors will not exceed that limit. Moreover the virtual queue management system also provide direct communication channels to the customers which makes it easier to send instructions and notifications to the customers and visitors. This helps maintaining the social distancing and implementing other company policies with ease and accuracy.

Virtual Queue Management System Benefit No. 5: Improve Employee Efficiency

The major factors that reduce the staff efficiency are the crowd formation and unbalanced work load. If there is congestion then the employees will have to stay on the counter all the time and they couldn’t spare time for off-the-counter tasks. Which is a big reason of employee work deficiency. Moreover when the customers are coming through a bad customer journey the employee may focus more on a single customer to make them happy and satisfied and for that a single employee will have to spend more time on a single customer. This reduces their daily capacity of handling customers and visitors.

But when the number of customers are controlled and the customer flow is managed by a virtual queue management system there could be no crowd formation, the work load of the employee also get reduced, they can have small breaks too, which significantly improve their productivity and capacity to work. Another great advantage of the virtual queuing is that it can provide basic information and data of the customer beforehand through the agent portal/dashboard which really expedite the service delivery process and increase the capacity of the employees to serve more customers in a single shift.

Virtual Queue Management System Benefit No. 6:Integration with Smartphone Apps

Virtual queue management system also integrates smartphone apps to improve customer journey and customer experience. The customers can get the e-ticket or mobile-ticket from the smartphone applications. The easy sign-up process and is one of the main advantage of the virtual queue management systems. The business can also easily communicate with their customers using the smartphone apps. The live queuing data and ticket information can be published on the smartphone applications. The alerts, notifications and queuing information make sure the customer can easily reach in time to get the service delivered with very little or almost no wait time. The smartphone applications integration also provide other useful information and functionalities such as branch locator, branch details, nearest branch or least busy branches and so on. Moreover the smartphone applications can also be used for various other purposes such as making online payments, submitting customer feedback and much more.

Virtual Queue Management System Benefit No. 7:Collect Customer Feedback Easily

The customer Feedback is a very important piece of information for any business. As businesses often spend thousands upon thousands on solutions and system aiming to improve customer journey and customer satisfaction, it is crucial to understand how your all efforts are going. The best way is to let your customers talk to you, let them identify the areas of improvements and let them tell you what do they expect from you. The customer feedback system comes as an additional module to virtual queue management system. The businesses can utilize this module to collect various types of customer feedback such as NPS (Net Promoter Score), Customer Effort Score, Customer Satisfaction store and much more. The feedback can be collected via smartphone apps, SMS, emails, online links, etc. The feedback data is very helpful in identifying the areas of improvement. It help businesses to understand their strengths and weaknesses. It is also very helpful in evaluating employee performance, customer journey, business practices, product/service quality and a lot more.

Virtual Queue Management System Benefit No. 8:Cost Reduction and Profitability

The virtual queue management systems can be very helpful for business in cost reduction and improving profitability. The less wait time, enhanced customer journey, quick service delivery, and employee performance can significantly increase the overall operational capabilities and work efficiency of the branch/store. This means with the same amount of resources the business can serve more customers with better work quality. Hence per service delivery cost is automatically reduced. Moreover as the entire customer flow and customer journey is managed by the virtual queue management system, businesses can automate various business processes. The automatic customer flow management, reduced customer numbers in the branch and efficient customer journey reduce the work load of the employee and improve their efficiency, these all factors collectively results in less cost per service delivery. Either the business can use the same resources to serve more customers or can adjust the resources as per the needs to minimize the cost. In each case the per service delivery cost get reduced significantly and the profitability get increased.

Virtual Queue Management System Benefit No. 9: System Integration and Central Management

Another great advantage of the virtual queue management system is that it is very flexible towards integration with other tools, systems and third party software. The system is usually hosted online, which means that connecting all the branches to the head-office is very simple. The virtual queue management system can be integrated with smartphone applications, online appointment booking module, CRM (Customer Relationship Management tools), Customer Feedback and Survey Modules, CLM (Customer Loyalty Program), ERP, Sales System, Enterprise Performance Management System and much more. The integration is usually achieved using APIs, which is a very secure and efficient technology. This high connectivity also enables the head-office to monitor and control (if needed) any connected branch. All the real-time monitoring data and queuing stats are available for the head-office, branch manager or anyone else who is authorized to access them. The central management is very important as businesses usually scale, and require to add branches and counters.

Virtual Queue Management System Benefit No. 10: Reporting, KPIs and Business Intelligence

The virtual queue management system is capable of capturing data at all touch points in the customer journey along with various other KPIs (key performance indicators). As the system is integrated with smartphone applications and customer feedback modules, it also collect various types of statistical data from these two interfaces. The KPIs are important to assess various customer journey steps and the employee performance. The customer feedback is very important and can be used for evaluating the entire business operation. Moreover the system is also capable of collecting stats and fetching data from other connected systems and tools. Collectively these all data streams forms and sophisticated matrices of analytical and statistical data which is called business intelligence.

Such data is very important for the management to assess and evaluate their ongoing business process, methodologies and the entire infrastructure. It also includes the evaluation of the products and services. A good queue management system always have an in-built data analytical and statistical tool, which can compile this data in the form of actionable reports. The management can use these reports to improve their strategies, methods and processes. With the help of such reports the management can easily make informed decision which can help them to improve the entire business operations for future.

Conclusion

For the businesses in Dubai and all around the UAE the virtual queue management system is a great tool keep up with the latest trends while maintaining the highest level of operational efficiency. The virtual queue management systems enables a business to effectively control the customer flow and also allow the customers and visitors to sign-up remotely through the easy remote sign-up channels. The crowd prevention, automatic customer flow management and automation of various customer journey steps reduced the work load of the employees, which improve employee performance and efficiency. Only the basic features of the virtual queue management systems can effectively reduce the per service delivery cost and on top of that the businesses can also customize the virtual queue management systems to further improve their efficiency and profitability. The system integration via APIs, smartphone apps, customer feedback system module and central management are the key features of a virtual queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. Feel free to contact us through our Contact Us page or leave a comment in the comment box below to learn more about our queue management systems and solutions.

Check out this blog: Why Business Need Mobile Apps along with Classic Queue Management System?

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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