Importance of Display Devices in Queue Management System

Importance of Display Devices in Queue Management System

A queue management system is a very powerful customer experience and customer journey transformation tool. Businesses in Dubai and all around the UAE are heavily relying on queue management systems to manage and improve their customer flow and customer satisfaction. There are several different parts and features of a queue management system however the display devices are one of the most important components of any queue management system. No matter what type of queue management system or queuing you are using the display devices will always dominate. The human brain reacts well to visuals than any other information. The display devices provide helpful information, data and help customers in routing them throughout the entire customer journey. That is why display devices are extremely important. A queue management system is a combination of a lot much different software and hardware components, which is why learning about those components will help you selecting the most suitable queue management system for you.

Let’s begin with a list of the digital display devices used in a standard queue management system:

  1. Interactive Touch Screen Kiosk
  2. Digital Signage Screens
  3. Counter Plates
  4. Digital Signs (for directions and routing the customer flow)

All the above-mentioned display devices are used in a standard queue management system. There are different types of queue management systems available in the market. Here in Dubai and across the UAE there are two classifications of queuing systems, first is generic which can be used in any scenario, the second one is dedicated or purpose-made queue management systems. No matter which type of queuing solution you want to use the display devices will be a part of it.

Here are the details of all display devices and their application:

Interactive Touch Screen Kiosk

Interactive Touch Screen Kiosk

The very first interaction of a customer or visitor with the queuing process is the sign-up for the queue. The ticket dispensing kiosk is usually a touch screen, which lists a number of services and the customer or visitor can chose any of the list as per their needs. The customer/visitor registration and many other tasks can also be done at the queue management system’s interactive kiosk. Usually the smaller kiosk are used such as 14 Inch, 15 Inch and even smaller are also popular in Dubai and other emirates of UAE. However, for certain applications where the user interface requires to offer certain features and functionalities bigger screens can also be used. The main objective of the interactive kiosk is to minimize the customer efforts and to make the process automated and more managed.

Usually TFT LCD screens are used with different touch panels. There are different touch panel technologies such as IR touch, ultrasonic touch, and capacitive touch and so on. All have different applications, the capacitive touch is the most accurate and highly responsive. Whenever some data entry or slightly longer than usual customer interaction is required, capacitive touch is the preferred choice. The capacitive touch is very sensitive and it also have in-built multi-point touch capabilities. It entirely depends up on the application, for example if the customer or visitors are required to choose an option from a pre-defined list, then the IR touch or any other touch will also work and suggested as the capacitive touch is more costly than any other touch technologies.

The interactive touch display devices are critically important, as they will be the very first interaction of the customer with the brand. If that display fails to satisfy the customer the customers will be unhappy, unhappy customers are harder to satisfy and they could get annoyed quickly, they will be impatient while waiting and will be less understanding with the servers/agents. This will impact the overall customer experience and will have a very negative effect. So, the interactive touch screen kiosks should have excellent display devices and high-end technology that work flawlessly and meet the expectations of your customers and visitors.

Digital Signage Screens

Digital Signage Screens

Once a customer or visitor signed up for the queue the very next interaction they will have will be with the large display screens. Usually these screens are used to display the queuing information and provide live updates and status of the ongoing queues. These screen also help with the announcements and customer calling. The very common mistake that business made with these screens is either they install less screens or even if they install adequate number of screens the displays are out of range, too far or too close. Here the business will have to think critically to choose appropriate places for digital signage screens. The screens should not be too high, neither too low, instead should be on medium height somewhere around 8 to 10 feet. The quantity and the size should also be reasonable.

Remember these screens will be viewed by each and every customer and visitor so the display quality should be good, the screen size and placement should be appropriate. The cabling, media players or any other device which is linked with the screen should be hidden or if it is placed in view then it should be installed nicely and cleanly. These are minor things which most businesses don’t consider but these things have psychological effects on customers and visitors, these minor things will impact the impression of the business in minds of the customers and visitors. Moreover the customers and visitors will focus on these display devices throughout their entire waiting time in the waiting area. So, these screen has to be of good quality, proper size and should be placed on strategic positions where each and every person in the waiting area should be able to view at least one screen without any difficulty.

The digital signage screens not only provide queuing information but they keep the customers and visitors busy and engaged which improve their waiting experience. Business also use large display screens to display queuing data alongside multimedia content or adverts. The multimedia content, adverts and videos boost customers’ interest and make their waiting experience more relaxing and engaging. If a person remains busy then they feel less stress while waiting for something. Several studies have suggested that an average customer starts getting bored after just 13 minutes of wait time. So the multimedia content can be very helpful in improving the waiting experience and as it also displays the queuing information and announcements, so it is easier to announce next ticket.

Counter Plates

Counter Plates

Counters plates are equally important for all scenarios. It doesn’t matter if you have 2 counters or 80 counters the counter plates are still very important. Some businesses often use static signs or markings for the counters, however the counter display devices or dynamic digital displays can be very helpful for the management as well as for the customers and visitors. As most of the modern day queue management systems automatically manage customer routing and direct customers to different counters as per the predefined policies, the digital dynamic display devices as counter plates can further help in improving the process.

The agents or the queue management system can push several different information on digital displays or digital counter plates which can further improve customer flow and reduce the chances of any confusion or delay. The agents can push simpler instructions on the digital display devices as well, such as displaying a message ‘please wait a moment’ when the agent accidently hit the next button, or in case a customer who got served had another query or immediately return to clarify something and so on. The agent can display a very simple message such as ‘welcome’ which suggest that the next customer can come now and a lot many such things which help improving the customer experience.

Digital Signs and Markers

Digital Signs and Markers

Digital signs and markers are also very important for managing customer journey and routing customers. Not all queue scenarios are simple, some are complex, in fact if a business has more than 20 counters, then the customer flow management could get complex, implementing and installing a queue management system could also be trickier. Then there are certain scenarios where some counters are dedicated for certain services or tasks, and there are certain scenarios where a single service delivery require a customer to visit multiple counters, sometime all those counters could be in a single hall or area, but mostly in different areas. These all real-life situation makes it difficult for the customers and visitors as well as for the management and staff.

That is why dynamic digital signs and markers are used which can direct customers and visitors through different steps of the customer journey such as corridors, stairs, lifts, etc. The purpose of using dynamic digital display devices is that these devices can be controlled through the queue management system software either from the agent dashboard or either from the administrative dashboard. So, it is easier to manage situations in different scenarios. Businesses can manage different scenarios for example if they want to change the customer journey in any way they can easily do that by setting up customer route and pushing new direction on the digital display devices, signs and markers.

Conclusion

A queue management system is a very powerful tool to transform customer journey and to improve customer happiness. Customer satisfaction ensures more customer loyalty and customer loyalty help building brand reputation which is necessary for a steady growth. A queue management system have very direct and long term effects on a business. It help increasing customer retention, building brand reputation, improving conversion rate and generating revenues. That is why it is extremely important for a business to choose a right queuing solution and in order to do so, you must have at least basic understanding of the components and operation of a queue management system. The display devices are the most important part of any queue management system, whether it is interactive touch screen kiosk for the sign-up and/or registration process, the digital signage, counter plates or digital signs, all display devices are very helpful in managing customer flow and facilitating them throughout the customer journey, which enhances customer experience and increase customer satisfaction. RSI Concepts is a leading name in queue management system providers in Dubai, UAE. If you want to learn more or if you want to improve your queuing process feel free to reach us out 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: Qualities of Top Queue Management System

What is Queue Management? Beginner’s Guide to Queuing Systems

What is Queue Management System?

A queue management system is a combination of tools both hardware and software and is being used to effectively manage and monitor the customer flow and to improve the customers’ experience and journey. As technology has advanced rapidly in the past few years so do the queue management systems too. These days there are so many different types of queue management systems some of them are generic and can be installed in all sorts of scenarios and some of them are purpose-made and have very specific utility. The primary objective of a queue management system is enabling the businesses to improve customer satisfaction by offering them a quicker and better customer journey and the secondary objective is to enable the servers/agents to serve more customers in a single shift to preserve resources and to improve productivity and profitability. This blog will be a complete guide to queue management systems for businesses and organizations operating in Dubai, UAE.

What is Queue Management System

The earlier forms of the queue management systems were very simple and only help businesses and organizations to sort out the customers and manage the queues digitally to avoid manual work and problems related to manual management. But these days businesses and organizations want to manage and improve the customer experience from pre-sale or pre-arrival to post-sale or after-sale activities as well. The entire customer journey is managed and transformed to achieve higher customer satisfaction to ensure profitability and growth. Happy customers are the best for business, a happy customer will come back to you, they will tell others about your business and services and their experience. Whereas unhappy customers are very bad for business, they might not return, and they will definitely tell others about their bad experience. This could make a huge difference. Especially in service-based industries, the business’s success is majorly relying on customers’ happiness and satisfaction.

See More: Queue Management System Problems and Solutions in Dubai, UAE

How does a Queue Management System Work?

How does a Queue Management System Work?

The basic operation of a queue management system is very simple. It can be defined in a few short steps:

Step 1: Customer or Visitor Arrive at the Business

Step 2: Sign-up for the Queue (usually by getting a ticket)

Step 3: Wait in the waiting area or actual queue till their turn

Step 4: Arrive at the counter when their number came

Step 5: Get the service and leave (happily)

QMS Process

However the queuing process has evolved into multiple different forms, there are so many different queuing approaches that businesses and organizations take to improve their customer experience as per their scenario and strategy or as per the services they are offering.

However, these days there are a lot many different types of queue management systems that basically follow the same principle but the methods could be different. For example, the virtual queue management system enables the customers and visitors to sign-up for the queue even before arriving at the branch via various different means such as call, email, SMS, smartphone application, online via the website, or customer web portals, etc. Moreover, these days QR Code based queue management systems are gaining popularity in the retail sector, customers and visitors can arrive at the retail store or outlet and sign-up by scanning a QR Code and the system provides them with a mobile ticket. All the information, updates and customer call is done using smartphones.

See More: What are the Benefits of Queue Management System using Mobile Apps?

There are so many different methods to achieve the above-mentioned customer flow sequence. There is a wide range of purpose-made queue management systems available too. Mid-size and large businesses, enterprises, and public offices are leaning towards a customized queue management system to have more control over the customer journey. As in Dubai, UAE, and other parts of the GCC as well, the enterprises and businesses are heavily emphasizing adopting good practices to improve the customer journey and customer experience to improve customer satisfaction and customer retention.

What are the Types or Classifications of Different Queuing Modes?

What are the Types or Classifications of Different Queuing Modes?

There are basically 4 major classifications or modes of queuing and on the basis of these queuing methods, a business can easily select an appropriate type of queue management system required for their needs. These classifications or types are defined on the basis of the actual infrastructure or setup of the facility, for example, how many counters a business have, how many services are being offered and how single service delivery is done, and so on. I have discussed those types in my previous blog related to queue management system hardware components as well. Here are the classifications or modes of modern queuing:

1. Single Phase Single Channel

This setup means that there is only a single counter or server that can deliver the full service to a single customer at a time. This is the most widely used setup in customer support and customer happiness centers. A customer is only required to arrive at a single counter to get the service or all of the required service. All of the agents and servers are trained to provide all offered services.

2. Multi-Phase Single Channel

This setup indicates a single service delivery requires multiple phases or steps to get completed. A customer will have to go to multiple counters/servers to get a full service done. The topic suggests there would be only one counter for each phase of the service delivery and the customer will move linearly from 1st step to the last. However, mostly these days there are multiple counters for each step or phase of the service, and the overall customer load is divided among all subsequent counters to reduce wait time.

3. Single Phase Multi-Channel

This business model suggests that there are multiple counters and servers who can cater a single service and the customers are divided among all available counters and can be routed to any available counter and the service will be delivered. This is the most popular scenario among telecom, customer support and service centers and usually, there are multiple services but all counter/server are trained to delivery any service a customer need. Hence a customer will have to reach only one counter to get the full service.

4. Multi-Phase Multi-Channel

This setup is for the services which require multiple counters or a service that can only be delivered through multiple steps and for each step of the service multiple counters and servers are available and the queue management system will automatically divert the traffic to the vacant counter as per the queue to reduce the service delivery time. Such setups are usually common at immigration services, government offices, service providers, and healthcare facilities. Usually, such setup is being used by large corporations, enterprises, government offices, and healthcare facilities.

See More: How an Arabic Version of Queue System can Help Improving Customer Experience?

Some of our customers and audience ask us “How to choose the best queue management system?” Well! That is the reason I have repeated the above classifications in this blog to let them decide which queuing model will work for them.

What are the Basic Components of a Queue Management System?

What are the Basic Components of a Queue Management System?

With the evolution of technology and the market’s trends businesses are focusing on implementing queue management systems that not only help them efficiently manage the customer flow but allow them to completely control the customer journey, improve their monitoring capabilities, introduce new innovations, and gather critical business intelligence. You must be thinking that is a lot for a simple business tool that is meant to streamline customer flow! No, you are wrong, the queue management systems have also evolved and become much more sophisticated and efficient in achieving those goals than ever before. However, the major two parts of a queue management system are the software and the hardware:

Queue Management System Hardware

Queue Management System Hardware

The Queue Management System hardware is very simple and based on the most widely available technology which is another reason for the cost-effectiveness of the system. Another great advantage of utilizing a widely available technology is the ease of implementation, longevity, and low-cost maintenance. Here is a list of all basic hardware components that form a queue management system:

  1. Ticket Dispensing Kiosk
  2. Counter Displays/Counter Plates
  3. Digital Signage
  4. Audio Visual Announcements
  5. Signboards/Signs or Digital Signs
  6. Stanchions and Belt Barriers

See More: How Virtual Queuing can Change the Business Process?

Although these are just the basic QMS system components required to form a queue management system, however, there is a huge variety of hardware accessories and add-ons that are being utilized to further improve the efficiency of the system and the service delivery mechanisms. In some cases, there are devices such as touch screens and tablets that are being used to collect customer feedback. The interactive kiosk used for ticket dispensing is built with a basic computer in it, and it means that we can install so many other hardware accessories to further improve the customer experience and customer journey.

Queue Management System Hardware

For example, Emirates ID Card Scanners or Passport Scanners can be used to fetch the basic data for each customer when they will arrive at the counter which will further make the service delivery fast as all the information required would be available for the agents who are serving the customers. This is just an example there are so many other possibilities that can help businesses to improve customer satisfaction and happiness and also allow them for better business intelligence gathering and performance monitoring.

Queue Management System Software

Queue Management System Software

The queue management system software consists of two parts, one is the server-side application which provides an administrative interface and the second part is the agent interface. The agent interface is fairly simpler and provides basic controls and information about the queues and customer flow controls. However, these days, the agent portal can be customized as well as the administrative dashboard. The customization is being offered by almost all major queue management system suppliers in Dubai and all across the UAE. The main reason why businesses and organizations are seeking customization is to further achieve more control over the customer journey, customer flow, and monitoring.

Here are the basic components of the queue management system software:

  1. Queue Management System Server Software
  2. Agent Dashboard
  3. Admin Dashboard
  4. System Integration
  5. Customer Interface (Multi-lingual)
  6. Data Analytical and Reporting

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

QMS Software, Agent and Admin Dashboard

Monitoring and Business Intelligence are essential for any business to ensure steady growth and happy customers. Our Queue Management System comes with in-built KPIs (key performance indicators) and very reliable monitoring tools. Furthermore, the system can be customized to provide more in-depth monitoring and data collection. Here I would like to mention that data collection is important but without data analysis and reports in a simple, plain and understandable manners are extremely important for decision making and strategy formation. A queue management system must be capable of analyzing, processing, and presenting the data in actionable reports and desired formats which can help the management to take decisions and to easily identify the areas of improvement. This will help businesses and organizations to take steps and actions to improve the customer experience.

Another great feature of our Queue Management System is that it is very flexible towards integration with other business tools and enterprise solutions. The RSI QMS also supports extended levels of customization which no other queue management system in the market supports. The upgrade and modifications are also cost-effective and relatively easier. These features help the organizations to tap in the data from other systems or centralized information centers and vice versa. A tailor-made queue management system leads to automation and digitalization which results in greater efficiency and productivity of the queue management system.

See More: 10 Reasons to Choose RSI Queue Management System over Other Similar Products

What are the Benefits of a Queue Management System?

What are the Benefits of a Queue Management System?

A queue management system is very effective and has become an essential part of customer satisfaction strategies these days. The core objective of a queue management system is to resolve the customer flow management-related problem, which helps businesses to enhance the customer experience and to offer a unique and attractive customer journey that results in satisfied customers. Another additional benefit includes monitoring and business intelligence gathering. Collectively all these benefits let the businesses and organizations sustain more customers and increase customer loyalty. Once that is achieved the road to steady growth is quite easy. This is why the businesses are adopting queuing solutions and the queue management system industry is emerging as a rapidly growing industry with huge future potential.

Here are some benefits of having a queue management system:

  1. Reduce Customer Wait Time
  2. Improve Customer’s Waiting Experience
  3. Improve Customer Journey
  4. Achieve total or semi-automation to reduce employee’s workload
  5. Monitor and measure system’s and employee’s performance
  6. Collect Customer Feedback and/or Measure Customer Satisfaction
  7. Improve Business Practices on the basis of analytical data and KPIs
  8. Integrate and Synchronize Data with other Corporate Tools and Systems
  9. Real-time Monitoring, Reporting, Alerts, Notification, and Stats
  10. Integrate Various Hardware to Improve Service Delivery

These are just some of the most common benefits a business can get with a queue management system. With the added benefits of customization and purpose-made queue management systems, businesses can easily achieve the highest productivity.

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

Apart from the direct impacts of a queue management system on customer satisfaction and customer happiness, it also helps businesses in improving the factors that contribute to improving customer experience and customer journey. For example, a queue management system is a great aid to the staff and agents/servers who are directly interacting with the customer and visitors. With that additional aid, the employees can easily focus on customer experience and improving service delivery and service quality rather than wasting their energies on manual processes and manually handling the visitors and customers. Less work strain leads to improved morale and working environment which ultimately contributes to improving customer experience and customer satisfaction.

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

Conclusion

In a modern-day world for businesses and organizations who are receiving customers and guests to their premises and offices, a queue management system is a great tool to improve the overall environment for both the customers and the employees as well. It provides great support by automation and aiding the employees in handling customer flow. A queue management system can provide basic KPIs (key performance indicators) along with the ability to couple with any Enterprise Performance Management System or Employee Performance Management System to further assist the management with accurate measurement and monitoring of the entire interaction of the brand with its customer. Businesses and organizations can have more control and flexibility to model their unique and attractive customer journey.

Furthermore, a queue management system provides a deep insight into relevant business processes, employee performance, and overall customer experience. The system is capable of gathering comprehensive business insight along with direct customer feedback. In our Queue Management System, the in-built statistical and analytical engine generates a multitude of reports for various levels of the management which let them understand the overall performance immediately. These reports and analytical data also help businesses and organizations to identify the areas of improvement. The business and organizations can have a great opportunity to understand their customers and to take steps to improve their business processes and products and services.

See More: Will the focus be shifted from Queue Management System in future?

With the advantage of technology and added benefits of a queue management system businesses and organizations can easily aim and achieve their targets and objectives. The queuing solutions are very cost-effective. The initial cost is low, the technology is long-lasting, easy to upgrade, easy to repurpose, and ideal for improving customer satisfaction. A satisfied customer will remain loyal to the business. With the marketing efforts and a strong asset of loyal customers, a business or organization can ensure steady growth and greater profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, and all across the GCC. If you have an inquiry or need any assistance please feel free to reach us out through our Contact Us page or leave a comment below.

Check out this: Mobile Queue Management System’s Impacts on Customer Experience

How an Arabic Version of Queue System can Help Improving Customer Experience?

How an Arabic Version of Queue System can Help Improving Customer Experience?

The customer experience and customer happiness are a key to success for a business. Here in Dubai, UAE the market is competitive and customer’s expectations are very high, which makes it even more important to ensure an excellent customer experience if a business wants to compete and grow. A good customer experience makes your customers and visitors happy and satisfied with your brand. Happy customers are more likely to endorse your business and services to others. Word of mouth and online endorsements or social media recommendations are very important for improving your brand identity. If a brand is renowned for its positive reputation, it will attract more customers, and the sales and conversion rate will be improved too. Customer loyalty and customer retention will tag along to help you achieve your business goals and objectives.

There are tons of factors that form up or directly or indirectly have an impact on the customer experience. We keep posting content on these topics, here in this blog we will particularly discuss the importance and positive effects of having a Queue Management System compatible with the Arabic language or with multi-lingual support in Dubai, UAE.

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

What is Customer Experience?

What is Customer Experience?

The customer experience or CX is the entire customer journey and all of the interaction point that a customer has with the business or organization while availing a service. For some businesses there is only a one-time purchase in some cases there is a service availed repeatedly, some businesses sell products only and some rely on digital services only, no matter whatever the case is, the ‘customer experience’ will be simply defined as the entire interaction of a customer with a brand from the first interaction to the businesses getting paid or the task that is required by a customer is executed. The customer experience not only includes the customer journey, or customer wait time, or service delivery time, but it also includes the agent’s behavior, quality of service and products, any other physical or digital aspect which could have any impact on the customer will come under the customer experience.

See More: Sharjah Customs acquires QMS from RSI Concepts.

How an Arabic Version of Queue Management System can Improve Customer Experience?

As we all know UAE is an Arab nation, there are so many ex-pats who are from other Arab countries and there is also a huge number of ex-pat communities who understand and speak Arabic very well. In fact, there is a large ex-pat population who only speak or understand either their native language or either Arabic and are not much familiar with English. That is why having a Queue Management System with the Arabic language can really help to improve the customer experience. It always has a pleasant impact if you hear or read the information in your own language or the language that you can easily understand. If the customer is not familiar with the queue management system language, they might fail to respond to the announcements, or they might end up selecting the wrong option from the sign-up process, and so on. Due to the language a lot many things could go wrong which will definitely result in unhappy customers and poor customer experience. However, the Arabic language interface which includes the Arabic sign-up process, Arabic audio-visual announcements, and lives queuing feeds in the Arabic language could have a very pleasant effect on customer experience.

See More: How Virtual Queuing can Change the Business Process?

Conclusion

Queue Management Systems are widely used to manage and improve customer experience. In Dubai, UAE businesses are very up-to-date and completely understand the importance of a good customer experience. That is the reason most of the businesses and especially service-based industries and relevant sectors are heavily relying on queue management systems for customer flow management and customer experience at the branch. A very crucial and important aspect of any queuing solution is that it provides a very simplified customer interaction and quicker service delivery. For that the customer directly interacts with the queue management system, if the system provides multi-lingual support it further improves the customer experience.

In Dubai, UAE, and in fact entire GCC, the native language is Arabic, a huge number of Arabic language speaking ex-pats are residing here and a huge number of Non-Arab ex-pats are there who happen to be more familiar with the Arabic language than the English. This is why having an Arabic version of a queuing system can provide a great customer experience and ensures customer satisfaction. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need a queuing solution or if you need help to improve customer experience, feel free to reach us out through our Contact Us page or leave a comment in the comment box below.

Check out this: Mobile Queue Management System’s Impacts on Customer Experience