Worth the wait when queue management is done right!

All over the world, businesses are adapting their operating procedures since the worldwide pandemic as they understand that good queue management brings higher satisfaction to their visitors.

Organizations have long been aware of the benefits of a well-organized queueing system. However, the benefits of reducing time spent waiting in a queue are even more pronounced due to recent events.
Nevertheless, not all solutions are physical. Virtual queue management can give customers peace of mind by offering transparent wait times and the control to decide where they wait. Organized, well-managed queues can reduce customer anxiety, alleviate customer frustration, and create positive brand experiences.

  1. Customer Experience
    Waiting in lines, whether for a service or to make a purchase, have a significant effect on customers’ overall perceptions of a brand. In part, this is because waiting is a static and solitary experience, one that can leave customers feeling ignored.
    Optimized queue management systems help improve customer flow, reduce, or even eliminate lines, and allow staff to focus on customer service.

  1. Revenue impact
    Queues apparently are not inherently problematic. In fact, sometimes a longer wait gives customers time to add things to their basket and even induces larger customer purchases. However, recent research suggests that offering customers interesting diversions (such as informational displays or reading material) can improve the queueing experience and keep people from abandoning their purchases and the establishment.
    The key seems to be clear: if customers understand why they must wait and can make a reasonable estimate of how long the wait will be, they’re more likely to be patient.

  1. Operational efficiency
    A well-managed queue has a positive impact not only on customer experience and revenue but also on operational efficiency. The right queue management system offers valuable and actionable data, such as average wait times, relative traffic on different days and times, and variable wait times for different services.
    These metrics can guide staffing decisions, opening hours, and service lines. Sophisticated queue management systems should also allow a company to test different types of queues to learn which works best for their specific needs.

  1. Offer appointment scheduling
    Another excellent way to reduce customer uncertainty in relation to waiting times is to offer appointment scheduling. Open-access scheduling, also known as advanced-access or same-day scheduling, allows customers to choose the time that best works for them. This means that when a customer arrives, they can immediately get the service they need.
    This advance scheduling also gives staff members the opportunity to prepare for the customer’s visit. They can look at the information they have about the customer and be ready with personalized service as soon as the customer arrives.

  1. Speed up service time
    Overall, staff members can much more quickly and effectively serve a client if they are at least somewhat familiar with the person they are helping. Virtual queues and hybrid queues help provide staff with relevant information while also keeping clients engaged.
    With these types of queues, customers can begin their wait by checking in via a digital system and filling in key information, such as their name and details about their orders or services. Initially, this keeps them busy and minimizes their perceived wait time.
    It also gives the staff relevant information about the customer so they can be prepared to assist them.
    The result is faster service and improved customer satisfaction.

Queues can be complicated to manage. However, when done right, they will not only fulfil customers’ needs but also benefit businesses s in both short-term and long-term ways. By considering ways to reduce waiting times, businesses embrace the potential for improved customer service experiences, increased brand loyalty, and greater overall efficiency.