As the situation changes, businesses and organizations need to adapt their Service Experience. For service providers, the need for a safer environment for staff and visitors, and empowering their visitors to manage their time, is becoming more important than ever.
One of the solutions to keep social distancing while providing services is using a virtual queue management system. What is it, and how does it work? We’ve compiled the most frequent questions about virtual queuing, and some specific questions related to the current situation.

What is a virtual queue management system?
Virtual queuing is a practice where customers don’t have to physically wait in line to get a service.
A virtual queue management system is a system that places customers in a virtual waiting line or queue, where they don’t have to physically wait in line to get a service.
With a virtual queue management system, customers can wait remotely as they are not confined to any waiting spot.
Let customers queue virtually using their phones. Use a mobile ticket solution to allow customers to get in line before arriving at your branch and keep them informed with live status updates.

How does virtual queueing work?
There are several ways customers can get in line, but here is a step-by-step example of the two most common ways:

1. The customer enters the App of the Organization and generates their ticket.
2. Customers use their phones to scan a QR Code displayed outside of the premises (for example, on the front door or on the window).

Then:

1. The customer chooses the service and receives a mobile ticket;
2. Customer waits remotely (in their car or home, for example), and monitors their place in line on the phone. They will be able to see real-time updates, their place in line, and the expected waiting time until their turn;
3. When it’s their turn, a staff member calls the ticket;
4. The service is delivered and received at a safe distance.

What are the benefits of virtual waiting line management?
The benefits of a virtual waiting line management system include reduced wait times, better customer flow management, improved staff efficiency and service quality, streamlined communication, and increased customer satisfaction. For service providers, using an online management system also provides performance and customer data, which are valuable for continuous improvements.