Pleasing the customers is of utmost importance- especially when you are running an organization!

Indeed, managing waiting time and queues is a challenging task!

It is not likely that all customers wait for much to get served, according to the survey:

  • 25% do not prefer to wait for more than two minutes.
  • 59% do not prefer to wait for more than four minutes.
  • 73% do not purchase if they are waiting in queues for more than five minutes.

In all this chaos, and for handling the queues perfectly, the queue management system came out as a helping hand. Rather, it might seem like a complex term, however, it is simple to understand, when it is about overall implementation and functioning.

Queue Management System

Many have agreed that the benefits of the queue management system are enormous and it is recommended that the organizations should contemplate that:

  • 83% of the businesses consider that the fast-moving queues are an important part of the customer satisfaction.
  • 56% of the customers experience that reduced queues and fast payments are important to influence the retail brand perception.
  • 76% are doing much to eliminate the queues in the busy timings.

There are several features that make the queue management system a different yet effective one.  You might be mistaken to believe that there is nothing simpler than queue management.  It is easy, besides, only when the right queuing solution is chosen.

Queue Management System- Described

The queue management system incorporates several principles that aim in classifying the queue experience and regulating the customer’s flow. It is the technological aspect that manages and examines customer communication in the service center. The right queue management system examines and control:

  • The population of the customers; the inclusive customer flow.
  • The arrival method; there are several manners customers appear in the organization.
  • Service mechanism; how much time they are taking to get served, and how many are working towards serving the customers.
  • Queue characteristics; how the customers are approached, prioritized, and how they are holding the queues.

Above are complicated to manage manually. However, an efficient Waiting Management System assures that the waiting process is arranged with the technology there to enable an efficient and smooth experience. Below are types of solutions that the general Queue Management System attains:

  • Staff feedback
  • Booking appointment system
  • Staff Keypads
  • Digital Signage
  • Kiosk App
  • SSO (Lpad, Active Directories)
  • Multilingual Backend
  • Multi-Language Voice hover
  • Fully Customizable
  • PDPA Enabled

Features of a Queue management system

Cross-platform optimization

In this digital world, the queue management system worthiness its salt must be device-independent. It must not grapple with the hardware adaptations or experience compatibility issues.

It must be, precisely, plug and play. Most of the time that could be managed and boost in minutes and saved in a cloud. And, that’s specifically what Queue Management Software is- a browser-oriented solution. Nothing is required to download on PC to start and it is compatible with regular browsers.

Generally speaking, you do not need an iPad check-in kiosk. As mentioned above, they can remotely check-in, all that requires is that centralized dashboard where you control the visitors.

Virtual queuing

One of the certain methods of managing wait time and reducing long lines is to eliminate the physical waiting aspect. Without the right queue management software, the usual queuing experience is unrewarding, unfun, and unfair- that is, every “un” needs to be avoided.

So, how does this virtual queue system assist with this?

The virtual queue management system reduces the waiting time standing in the physical queues collectively. It enables the visitor to integrate themselves into the queues digitally without any support.

One method is to use the virtual queues with the onsite check-in kiosk. The visitors choose the service they require from different options and fill in the mandatory details (name, contact information, and many more).

Considering the situation of 2020, and reaching the location only to check in is not the right idea. Here, the queue management solution lets you follow social distancing from the remote check-ins; from a special link, QR Queue system, and mobile, etc.

The queue management system is scalable and easily adjusts to future business expansions and a growing percentage of visitors.

Centralized management

The online queuing solution with the centralized dashboard can be managed at any time and from any place. It offers you a similar level of visibility and accessibility, despite the geographical location.

The dashboard is there to provide you the tools for managing the visitors and a comprehensive view of the location performance. The queue management system enables you to communicate with the visitors easily. You can check the existing service communication in the history log, approach them for service, assign them to the other service clerk or let them proceed to another service line.

At the administrative front, you can check the individual or team performance measures, configure accounts and control the access rights. The capability to access service metrics and serve visitors without moving to other platforms is a large time-saver and one of the leading features of the queue management solution.

Real-time monitoring

It is not easy to manage crowds. You should know, at any specific moment, the situation at the business place.

The queuing solution with the capability of real-time monitoring enables you to easily track the visitors and the staff. You can observe the activity and traffic of different business branches, regardless of the fact; how far apart they are.

This enables for quick implementation of business processes and new services and to provide a centralized service strategy on every outlet. In addition, as the system is cloud-based and digital, you can remotely watch the location activity anywhere with just an internet connection.

Real-time monitoring applies to the customers as well. They can examine the status of the queue, as the waitlist displays in the lobby display the visitor’s current list. This saves time for the staff and the visitors in the long run and less time.

Mobile usage

When we consider mobile usage and queuing management, we do not certainly mean queuing solutions operating on the mobile. Here, our concern is regarding leveraging text messages as the technique of customer communication.

Also before 2020, two-way interaction by text messaging was growing in popularity. Soon then, the pandemic started, in-person interaction was no option. Hence, text messages and SMS come in the category of the new normal. However, to put it concisely, the text messages or SMS could be used for:

  • Sending the wait time notification or confirmation.
  • Sending the service notifications (particularly valuable to eliminate no-shows).
  • Sharing updates of the appropriate service case or policy (like, reminding the customers to get some documents).

Adding online queuing to the text assuredly has its own advantage. Moving forward, it is nothing less than a necessity.

Integration within APIs

Despite how powerful and flexible a queue system is, there is much it can achieve on its own. The virtual queuing system must provide third-party integrations with APIs. This combination lets you share the data in real-time on various systems. Like, the queue management solution maintains the customer information to the Customer Relationship System, which neglects customer relationship management. The popular unification is with the Google Sheet that enables it to export easily and change the service data reports.

Customer service records

The significance of customer service measures should not be misunderstood in any case. The phrase “service intelligence” is defined to enhance the customer service level of quality from valuable information. And, the right way to achieve this data is with assistance from the online queue management system.

The customer queuing solution among data analytics offers you invaluable insights to:

  • Customer behavior- to know what service they get the most, how particularly they are abandoning, how much the no-shows are; their service interaction history, and many more.
  • Service metrics- know queue length, servicing time, average wait time, etc., for converting the service great.
  • Employee performance- find out who is serving many visitors, who are the employees that need rewarding or extra training if lagging.

You can also get in-depth of every aspect of the customer service design. Later, you move your assumptions to the reports, which are perfect for business meetings. With the accurate data at your hand, you can make important business decisions.

Queue Management Role in different perspectives

The queue management solution is not only a valuable management tool. Find out the benefits it holds for everyone to know more:

For Managers

The Queue Management System handles the organization chaos by:

  • Controlling the crowd
  • Notifying customers
  • Reduce the stress of the employees with an engaging environment
  • Examining the customer behavior

For Administration

The business image and customer experience mostly rely on how long customers are waiting therefore a Queue management assists by:

  • Knowing how the staff is controlling the queue
  • Permitting for reliable resource planning
  • Examining when the crowd in the queues are less and more
  • Let the organization be innovative and modern

For Visitors

The visitors do not want to wait to get served. They like to be considered and valued, however, without being troubled. The queue management serves the visitors as:

  • Eliminate perceived and actual waiting times.
  • Assure they are in the right queue.
  • Let them know where they are in the line.
  • Please them, and let them enjoy the waiting time.

Concluding Remarks

That’s it!

This article is all about queue management-its features and benefits.   The benefits that QMS provides are tremendous, so it’s better to integrate it into the business. Moreover, it is advised to research properly before choosing the one for you.

Also, monitor the results continually. Find out if it solves the requirements and fulfills the objectives. If it is not- then, look after the issues! After all, you know what your customer and business actually require.

Hopefully, this write-up has helped to grasp the right information. If you are stuck somewhere and have any queries, then, ask us in the comment section below.

Thanks for reading!

Author Bio-

Allen Daniel has done Master’s in Literature from the prestigious National University of Singapore. She is currently working as a Content head at Qwaiting, the leading Queue management system. Allen enjoys writing blogs related to technology and marketing tips.

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