The virtual queue management system allows the customer to sign-up for a virtual queue without being present at a physical spot in the actual queue. This provides the freedom of waiting anywhere rather than standing in the long queue or sitting inside the waiting area. As we know the COVID-19 situation in the past year had led to enormous changes in our business practices and also in our daily lives. Social distancing and other precautions have become a norm now. The entire world had adopted and accepted the new lifestyle, although the COVID-19 is about to end the health consciousness that we have developed will surely going to help us lead a healthy life. This also causes an irreversible change in the business practices and methodologies and of course these all factors have changed the customer’s expectations and demands.
Business and organizations are innovating new methods and adopting high-tech solutions to satisfy their customers. Dubai and overall UAE are considered to be the pioneer of introducing the technologically advanced solution to not only GCC but to the entire world. For example, the Dubai Government have recently introduced contactless immigration gates at Dubai Airport, the passengers can do the process without even taking out their passports and Emirate IDs, all is contact-less, thanks to the forward-thinking of our leaders and the government entities involved in ensuring public health and safety. This is a great example of utilizing technology for the betterment of humanity.
The virtual queue management system has also gained popularity and we are witnessing a huge rise is virtual queuing solutions all over the country. The main objective was of course to maximize the customer experience and to improve the customer journey but it is also helping the businesses and organizations to develop trust among the customer’s and visitor’s to encourage them to visit the branches and offices by offering them social distancing and controlled environment inside the branch to ensure the health and safety. These features along with additional tools are very helpful for organizations to improve their customer experience and collect business intelligence to understand the new trends their customers’ needs and expectations.
Here are some of the benefits of a virtual queue management system:
Easy Customer Flow Management with Virtual Queue Management
The virtual queue allows your customers and visitors to sign-up for the queue while being away from the branch or office. There are several methods that can be provided to enable this functionality. The main advantage of having a virtual queue option for the customer is that they don’t have to be physically present at the branch. This means the customers can wait anywhere they want, or simply they can arrive at the branch at the very exact time their turn is. This requires an intelligent software engine that can accurately estimate the on-going queue activities to estimate the exact time for a particular customer and it should also be able to provide that information to your customers via any mean such as Email, SMS, in-app notifications, automated customer calls, etc. This helps the staff to easily manage and limit the number of customers in the branch to prevent crowed. It reduces workload and improve service delivery efficiency and also service quality.
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Provide Remote Sign-up
Remote sign-up and mobile ticketing are the basics of virtual queue management systems. The customers can be provided with a platform that allows them to sign-up for a particular queue without being physically arriving at the branch. The remote sing-ups can be done through various methods, for example, SMS, Call, Email, website or web portal, and smartphone applications. Each method has different applications and can provide different helpful information to your customers and visitors. For example, if your customers are signing-up from an online portal or website, you can also provide them with information about the busy hours, or a total number of queues for the day or even for the entire week, so that your customers can freely choose an appropriate time. This enables your staff to control and manage the visitors and customers easily from their agent dashboard.
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Provide Mobile Ticketing
The mobile-ticketing is a kind of new phenomenon, as we all know in a country like UAE who have a very advanced society with the latest technology in reach of everyone, the basic behaviour of the customers and even the general public got changed due to the vast integration of technology and IT in a common man’s life. Here in Dubai, we have witnessed that most people spend more time on mobile devices than on conventional computers while surfing the internet, using social media and communicating. This is why businesses and organizations should provide a mobile compatible communication channel to further facilitate their customers. Mobile ticketing reduces the work pressure on your staff and improves service quality and service delivery efficiency.
Mobile ticketing can be achieved by two methods, one is pretty simple and traditional which is SMS, and the second is more high-tech and advanced which is smartphone applications. Our virtual queue management system can also provide smartphone applications based dashboards to let your customers sign-up for the virtual queue from their smartphones. All the real-time updates and information can be provided within the smartphone applications, and various notification can be enabled for their queues, such as Push-Notifications, In-App notifications, SMS and Emails.
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Provide QR Code Based Virtual Sign-ups and Virtual Queues
Another simple yet effective method for virtual queuing is to utilize the QR Codes. The QR Codes can be placed in various places such as the entrance of the building, parking lots, or at the gate of the office or branch, or even at remote locations as well. The customers and visitors can come and scan the QR code, the QR code will take them to a page, which will allow them to choose the required service, and then a mobile-ticket will be issued, along with the estimated time of their turn. Then the customers can decide if they want to wait in the car, or outside, or at their home, or elsewhere, this will also prevent crowding at the facility. Customers can be notified via email, SMS or notifications about their turn. The agents and staff have full control over allowing how many customers they can have for today or for any point in time to ensure better service delivery and improved customer experience.
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Significant Reduction in Wait Time
One of the biggest advantages of having a virtual queue management system is that it literally eliminates the wait time or reduce it to a minimum. This help the business and organizations to establish good relationships with their customers as well as it also helps to improve staff efficiency. As the customers and visitors have freedom of singing-up remotely. IT means they are not bound to physically be present at the branch to wait in the physical queues. In the service-based industry, one of the biggest problems is the wait time, it, directly and indirectly, hurts the brand reputation.
For example, there is a customer waiting for almost an hour in the waiting area, he is already annoyed, he went to a counter where an agent has already dealt with around 50 customers till now and is still watching around 50 more in the waiting area, although the agents and staff are well trained still they are human, they will going to feel the pressure of the workload. This scenario could lead to the relatively poor performance of the entire branch and of course unhappy customers, which could ruin the brand reputation. So a reduction in wait time not only benefit your customers but also helps businesses to attain a maximum efficiency of their staff and altogether it results in superior service quality and great customer experience.
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Better Communication
A virtual queue management system not only improves service delivery and customer flow management but also has the potential to provide a great communication channel to your customers. Especially the online queuing, web portal, and smartphone applications can provide a direct interface to communicate with your customers directly. They not only help streamline the customer flow at the pre-service time but after the service delivery, the businesses and organizations can utilize the same platforms to collect customers’ feedback. Which can provide valuable business insight to help the organization and businesses to further improve their services, service delivery mechanisms and much more. The customers can be provided with real-time updates on various platforms which enable them to monitor their queue in real-time and it further helps reducing the wait time.
When the customers are requested to opine or comment about their experience and service quality, they feel a sense of care and trust. It is not necessary that all of your customers will provide you with the feedback but it is certain that all of them will be going to appreciate it. This help establishing a trust factor among the brand and the customers and it also helps to improve the repute of the brand. The data collected from customers’ feedback is extremely important too, it helps business and organizations to understand the market trends, their customers’ expectations and preferences.
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Collect Valuable Business Intelligence
A queue management system makes it a lot easier to capture valuable statistical and usage data, customer feedback and tracking of KPIs (key performance indicators). Whether it is a virtual queue management system or any other simple digital queuing solution in order to meet the minimum industry standards it should be able to provide comprehensive reporting and customer data. Now, when it comes to the virtual queue management system, the data capturing and customer data collections become a lot easier and more efficient. As different modules, such as virtual sign-ups, customers portals and interfaces, mobile applications and other features help to improve customer happiness and satisfaction on the other hand the utilization of all these features allow the business and organizations to capture more data and prepare actionable reports. These reports and usage data can offer a completely different level of business intelligence without any additional cost. The organizations and businesses can use that business intelligence for:
- Understanding Market Trends
- Customers’ Likes and Dislikes
- Customers’ Expectations
- Customers’ Feedback
- Staff Efficiency
- Branch Performance
- Products/Services Improvements
- Decision Making
- Strategy Formation
- Implementing Business Strategies and Policies
The collection of valuable and actionable data could play a crucial role in a business’s overall growth. The business growth not only depends upon getting more customers but it also heavily relies on sustaining the existing customers and maintaining a good brand reputation. With a virtual queue management system, this all could be achieved very easily if the organization effectively use the data in their strategy and decision-making process.
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Third-Party System Integration and Data Synchronization
It is very obvious that all organizations and businesses have corporate tools, ERPs, CRM, and other solutions. Our virtual queue management system is completely supportive of system integration via Web Services/APIs. The data can be pulled out of the central information centre as well as the data can be pushed to other systems. The reports, KPIs and other usage and statistical data can be linked and synchronized with other third-party tools and corporate systems easily. This further improves the usability of our virtual queue management system and help organizations to easily manage the system.
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Help Maintaining Social Distancing
Our virtual queue management system help organizations and businesses to maintain social distancing at their branch by proving flexible controls to the staff to control the number of customers inside the branch by limiting and controlling the customer flow. Moreover as the virtual queuing enables the customers and visitors to sign-up remotely, hence they don’t necessarily have to wait inside the branch. Which automatically help the staff to keep the number of visitors and customers to a certain level. As we all know the government of UAE and regional governments have zero-tolerance policies for social distancing which is another reason why UAE was considered among the best countries to effectively fighting the COVIS-19 scenarios. The virtual queue management system also helps business and organizations to implement social distancing policies effectively and efficiently.
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Conclusion
Without effective customer flow management, the wait time extends, and it could extend to a level where your customers can start getting annoyed, anxious and depressed, which could completely ruin the customer experience and can eventually result in a bad brand reputation. It not only affects the customers but when there is confusion among the queues, people are reaching to wrong counters, the waiting areas are full, the staff will get going to waste their energies in managing the queue and sorting out the problems which could 100% be avoided by using an effective and efficient queue management system. And when a virtual queue management system is used, it not only streamlines the customer flow, but it reduces the workload of the staff, maximizes the customer experience and shortens the customer journey, the automation, data capturing functionalities and advance KPIs tracking could provide a vital business intelligence which could potentially revolutionize the customer flow management and customer experience.
When your customers are satisfied and happy, they will go to promote you, it will establish brand trust and positive brand identity which will further attract more customers. The virtual queue management system is not only helping in enhancing customer experience but also help to unlock the maximum potential of your staff. The complete system, when compared to the returns over the investments, is a very cost-effective solution and thanks to the latest technologies the overall system’s operational cost and maintenance cost is also very low.
We at RSI Concepts are helping our customers in finding out completely customizable solutions for their specific needs and requirements. That is not all, the data capturing, business intelligence gathering, KPIs tracking and customer feedback collection are also completely customizable. Which not only make our system more adaptable but also significantly improve the ROI. If you have any question or you want to enquire about our Virtual Queue Management System, please feel free to reach us out through the below comment box or contact us using our Contact Us page.
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