Queue management best practices in 2022
Over the last three years’, there has been a massive transformation in customer behavior due to the Covid-19 pandemic. People are now less likely to tolerate waiting for long to get services, and more likely to refer to another service provider if they are not agile. They now prefer online services to avoid crowded service areas and to save time.
This shift in behavior has led businesses to invest more in digital transformation techniques to provide exceptional customer experience; and when we are talking about the physical journey, adopting an advanced queue management system is necessary to eliminate waiting time and increase service efficiency.
So what are 2022’s best queue management practices? And what are the recommendations for a complete Queue Management System? That is what we will be presenting next.
The Best Queue Management Practices in 2022
Make it Smooth & Convenient: With Virtual Queuing System
A Virtual Queuing System provides a more efficient way to manage queues and helps to reduce customer wait times and crowded waiting areas. It can be easily done by adopting a smart booking app: mobile appointment, which can be integrated with your existing enterprise systems and apps, making it even easier for customers to plan their visit to any of your service centers at any time. Wherever they are, they can book appointments via their smartphones through an appointment booking app, which can issue an e-ticket, display real-time updates, and queue information.
Subsequently, when visitors’ turn approaches, they can receive an SMS notification to remind them to visit your service center or branch.
Make it Fair: With a Smart Routing System
By adopting an advanced queue management system, customers with appointments can check in by scanning a QR code. The smart routing system then streamlines between online appointments and walk-in visitors who took a queue ticket from token kiosks inside your branch.
The advanced queue management systems also give priority to certain segments of the population (e.g. elderly or physically challenged), which makes the process fair for everyone. By making the queue management system fair, businesses can improve customer satisfaction, and optimize the customer journey.
Be Transparent Beyond a Digital Signage System
One of the best ways to improve queue management is to be transparent about the wait times, as visitors will appreciate knowing how long they will have to wait.
Digital signage and audio announcement systems can be a great way to deliver this information to customers inside the branch, while the appointment booking app platform and SMS notifications can play a great communication role with customers outside the branch.
By being upfront about the wait times, businesses can help to reduce frustration and ensure that visitors have a positive experience.
Additionally, these tools can also be used to provide other important information, such as directions, promotional content, or targeted ads, where businesses can improve the flow of traffic and make the waiting experience more pleasant for everyone involved.
Be Ahead of Competition: With Customer Feedback System
In today's competitive market, customer satisfaction is essential, and a customer feedback system is the best tool for achieving it. By understanding what your customers think about your services, you can make insightful business decisions that can improve customer satisfaction.
Customer feedback systems can be integrated with all interaction touchpoints that customers might use across their journey, such as the mobile app, website, SMS messages, and self-service kiosks.
Regardless of the way the feedback was collected, analyzing the customer feedback is an essential step for strategic plans, and what is more essential is to transform the analyzed data into deep insights to help better improving your service efficiency and increasing customer happiness, this can only be done by selecting an advanced queue management system.
Be in Control: With BI Based Queue Management Systems
An advanced queue management system that is integrated with real-time business intelligence dashboards can show insights about the day-to-day operations, by tracking, monitoring, and controlling each of your service counters and branches to plan your business resources more efficiently.
Most importantly, the BI-powered queue management system provides advanced reports on each branch, service, and employee performance, allowing businesses to make better personnel and operations decisions. It subsequently enables managers to test different scenarios in order to see the impact of changing one of the variables on a certain desired result (i.e. testing how adding one employee or more to a branch will affect the average waiting time for customers).
As a result, this system provides a powerful asset to manage staff distribution, promote better communication within each department, and overall provides a blueprint on the customers’ journey across all the service centers or branches.
Achieve Queue Management Best Practices with SEDCO
If you are interested to revolutionize the way your customers queue, SEDCO can help you achieve this through its long experience in healthcare, governments, banking, and telecom sectors, where it has successfully implemented more than 60,000 installations all over the globe.
SEDCO offers complete advanced queue management solutions that include a mobile booking app, virtual queuing system, digital signage, and customer feedback. The smart queueing system is empowered with advanced Business Intelligence (BI) including live dashboards, rich analytics, and advanced reports, which helps the business management with the needed insights for better strategic planning.
Most importantly, SEDCO offers comprehensive digital branch transformation solutions that include self-service machines which can replace a service counter or branch, and eliminate queues inside branches. SEDCO smart routing system can guide customers to self-service machines or service counters based on the service type, to ensure an exceptional customer experience while increasing efficiency.
Furthermore, SEDCO’s queue management solutions can alternatively be hosted on the cloud rather than on-premises, eliminating the need for a dedicated server. This provides businesses with a more cost-effective approach, complete central control and management, and subsequently a boost in customer experience.
Whether you are a small, medium, or big enterprise in the banking, telecom, healthcare, or public sectors, get in touch with SEDCO today to differentiate your business with SEDCO's digital branch transformation solutions.
