9 Reasons Why Your Business Must Have a Digital Queue Management System

Having a good quality queue management system enhances the staff performance in a customer-facing position and empowers data-driven decision-makers.
It’s not only about keeping queues organized; there are a lot of less obvious advantages to employing virtual queueing.
If you’re still on the fence about whether you need queue management software (spoiler: you do!), we’ve created this list of perks and benefits of a QMS.
Here are 9 benefits of digital queue management systems:

  1. Reduce wait times
  2. Improve service quality
  3. Increase customer loyalty
  4. Streamline communication
  5. Achieve staff satisfaction
  6. Improve staff efficiency
  7. Define and track KPIs
  8. Reduce operational costs
  9. Increase revenue
  1. Reduce wait times
    Waiting in line is one of the most cited reasons for customer frustration. 73% of shoppers would abandon their purchase if they had to queue for more than five minutes.
    Here’s how it works: visitors check into line by scanning a QR-Code, using their smartphone, displayed at the entrance of your location. They choose an appropriate service(s) and automatically join the queue.
    The beauty of virtual queueing systems is that visitors don’t have to physically stand in line. The system keeps track of everyone’s position in a queue and updates both customers and employees on the progress.
    This highly intuitive flow helps reduce wait times by more than 50% and eliminates the anxiety typically associated with queueing.

  1. Improve service quality
    Automated queueing systems benefit your customers by giving them the freedom to check their queue status at their own convenience. This lets customers use their time for something other than standing in line.
    As a result, your customers will have a much more positive outlook on your business.
    If you better understand your customers and their specific needs, you can turn every interaction into an opportunity to build a lasting relationship.

  1. Increase customer loyalty
    Reducing wait times is a small but meaningful improvement to your service. If you don’t implement a smart queueing tool, you risk losing your customers altogether.
    74% of customers will shop in a competitor’s store if they perceive the queue time to be quicker. By solving the issue of long waits, you make sure your customers don’t decide to go to your competitors.
    The pathway to improved customer loyalty and retention lies in reducing the number of complaints.

  1. Streamline communication
    What do queueing systems have to do with communication? Simple.
    Firstly, virtual queue management systems allow you to provide service to each customer in their own language. Upon sign-in, visitors pick their preferred language, reducing confusion and letting you know how to approach them.
    Secondly, the integration of virtual queue systems with digital signage informs your visitors of their queue status in real time. They can monitor the waitlist on a screen, keeping track of their position in a queue and the expected wait time.
    Lastly, an intelligent queue management system provides its users with the ability to contact visitors by phone. You can send out automated SMS notifications, alerting visitors of their upcoming turn.

  1. Achieve staff satisfaction
    Without an intelligent queue management system, service agents are required to manage customers manually. This leads to poor time optimization and queue mismanagement.
    More importantly, queue management systems benefit both your customers and your staff by reducing frustration.
    Smarter staff allocation ensures that everybody is in their place, working on their intended tasks.
    No longer having to manage traffic and deal with paperwork, your team will feel their work becoming more purposeful.
    With the queue system taking care of sign-ins, employees can dedicate their freed-up portion of time to delivering highly satisfying experiences.

  1. Improve staff efficiency
    Not having to constantly manage the till can improve employee productivity, and vice versa.
    A proper QMS, equipped with data-tracking tools, can even breed healthy competition between employees.
    User details let each user see the number of visitors they served, and their overall performance over time (the number of visitors and the average service time), and somehow create categories of internal contests/offers/rewards for the best-performing employees.

  1. Define and track KPIs
    We’ve covered personalization through all data collected from the system. To add to that, cloud-based queue management systems deliver comprehensive reporting and tracking KPIs.
    The array of gathered data helps you to measure your service situation: customer waiting times, average wait and service times, the number of customers, individual employee performance, and more.
    Custom reports based on benchmarks allow you to make quick decisions across all your branches.
    After all, you can’t improve what you don’t measure. Or, to put it in a more positive light, what gets measured, gets managed.

  1. Optimize operational costs
    Reducing wait times, improving productivity, and increasing customer satisfaction — all these benefits of a queue management system result in saving costs and improving operational procedures.
    As you collect data, you can identify and eliminate service bottlenecks, which further saves you money on your bottom line.
    For example, a QMS report can help you understand whether you’re properly utilizing your workforce. If a service line has several clerks but only a few people join it, you might restructure your service layout.

  1. Increase revenue
    Cutting the costs is only one side of using a queueing system, the other is increasing revenue.
    By taking advantage of reduced waiting times, you can attend to more clients and at the end of the day you’ll do more sales.
    Also, when you give your customers the flexibility to use their time more wisely, chances are, they will spend it window-shopping or browsing your store. Therefore, by giving them back their time, you get ample opportunity to cross-sell and upsell to your visitors, and you can offer your clients products and services that meet their needs.
    It’s a win-win for both sides.

 A virtual queue management system helps you minimize wait times, personalize your services, and keep your team spirit high.
Gain access to a wealth of real-time customer data while delivering a faster and more enjoyable waiting experience.