Can customer journey be improved with Mobile Queue Management System? Yes, of course, it can! Whenever a business or organization is getting customers and visitors to their premises, the very first challenge arises is to manage the customer flow and the queue. The next and even bigger challenge is to provide an excellent customer experience to attain maximum customer satisfaction. Earlier the queues were managed manually, the customer flow was poorly controlled hence causes a lot many issues. The wait time was too much, the customers were not happy and even sometimes the customers and visitors could get annoyed enough to leave the queue without being getting the service. This entire scenario was responsible for a huge chunk of loss. However, with the rise of digital queuing solutions, all those problems are solved. A queue management system not just solve the problems, it is capable of improving the entire business process along with providing a facility to monitor different variables of the entire business process and collect valuable business intelligence which could later help the businesses and organizations to make improvements and plan a better strategy.
The queue management systems are a great way to tackle a lot of routine problems a business faces. For the customers to it is a very unpleasant exercise to wait in long queues to get a service. The wait time has a very negative impact on the mood and emotions of the customers or visitors. This effect can be monitored and measured at the counter during the service delivery. Most of the time when a customer is already unhappy for waiting for too long in unmanaged queues, they are also less cooperative and less understanding to the agents. However, when a customer is coming immediately or after a few minutes of waiting they appear very happy, more cooperative with the agents and server staff, and more understanding. Customer happiness plays a vital role in business growth and success. As the smartphone has become a very important part of our daily life, so businesses have started utilizing mobile phones and mobile applications-based solutions for better communications and services. Hence a mobile queue management system has been introduced. The mobile queue management system involves mobile phones to offer certain services in a certain way which significantly improves customer experience and customer journey.
What is a Mobile Queue Management System?
Before we start talking about the impact of the mobile queue management system on customer experience and customer journey it is important to understand what is a Mobile Queue Management System? A simple definition is that a queue management system that allows interaction through smartphone apps or mobile devices by any means. A mobile queue management system includes a standard queue management system with some advanced features to support mobile queuing. Mobile queuing usually involves Smartphone Applications, QR codes, SMS, etc. The customer can sign-up remotely from anywhere and should arrive at the office or branch at the time of their turn. The customers and visitors can also be notified about their turn, or status of the ongoing queues, and much more. This is how the mobile queue management system works.
How Mobile Queue Management System impacts Customer Experience?
The customer experience and customer journey is a very critical and crucial matter for a business. These days in Dubai, UAE when the competition is higher and the market trends are continuously changing, the importance of providing a great customer experience is at an all-time high. A good customer experience results in a great brand reputation and helps businesses in customer retention and significantly improve customer loyalty. One of the biggest contributors to the bad customer experience is the wait time, long wait time can completely negate all your other efforts to improve the customer experience. That is why most businesses are pouring resources to reduce wait time. Efforts are also made to improve customer experience during the wait time to minimize the stress of waiting. However, the concept of completely eliminating the wait time was like a dream a few years ago. And now it is reality, the mobile queue management systems are not only capable of completely eliminate the in-premises wait time but they are also equipped with various tools to further enhance the customer experience and interaction with the brand.
These all aspects of customer experience can be significantly improved with the mobile queue management system:
Remote Sign-up
With mobile queue management system allow your customers and visitors to sign-up for the queue even before arriving at the premises. This is a great feature to facilitate your customers, as most of the time someone is coming to an office or service center and they could get late due to traffic or any other reason and this could cause stress if remote sign-up is provided they could simply sign-up using the smartphone application without any worry of getting late or anything.
Reduce Wait Time
Wait time is the most important factor in customer experience. Longer wait time can hugely impact your customer experience. No one likes to wait for long to avail a service, no one is happily waiting in long queues. This is human nature, the first thing that we start experiencing while waiting is boredom, then we start getting annoyed, then irritated and even some customers can get angry as well. Which completely ruins the customer experience. With a mobile queue management system, the wait time can be literally reduced to zero. As the remote sign-up allows the customers and visitors to sign-up remotely so they can choose to arrive only when their turn came.
Provide Real-time Updates
The mobile queue management system’s smartphone application can provide real-time updates and status reports of the branch and queue activities along with customer’s estimated time to turn, etc. Another big advantage of mobile applications is that the customer can have a more personalized experience. All the information can be pushed in real-time. The accouchements and other communication are extremely easy for the management. The users feel very pleased by getting all the required information on their mobile screen, this improves the customer experience and customer journey.
See More : Benefits of Virtual Queue Management System
Instant Notification and Announcements
The mobile queue management system’s smartphone application can notify the customer via push notifications, alerts, emails, SMS, audio alerts, etc. The customer can get notifications for each and every customer flow for the last ten customers, or the customer can set a notification like 3 or 4 people prior to their turn, or even the customer can set notification around 30 minutes or 15 minutes or any time period prior to their estimated turn time. The customers can also set SMS alerts or email alerts or in-app notifications as per their convenience which further enhances the customer interaction with the business and improves their experience.
See More: Impacts of Queue Management System on Employee’s KPIs
Appointments & Bookings
The mobile queue management system provides a detailed statistical data console for the customer’s various forms to let them understand the branch footfall during certain days of the month or week or certain hours of the day. This data will allow the customers to set an appointment for the date and time of their convenience or request to book a visit at a certain time and date of their choice. This not only helps to facilitate the customers but the personalized experience is a great way to improve customer happiness and satisfaction.
See More: How Queue Management System Helps to Provide Better Customer Service
Branch Locator
The branch locator is an excellent tool to improve customer experience with the mobile queue management system. The branch locator tool allows the customers and visitors to search for the nearest branches and offices to their location from the smartphone application. The application not only utilizes the location data to identify the nearest branch location but also allows the user a chance to compare the route to certain branches from their current location, as sometimes the nearest branch could be through the busiest routes and the next branch could be quicker to reach. This feature can greatly improve the customer experience.
See More: How a KPI Software can help provide better Customer Journey?
Customer Feedback
Customer Feedback is a great way to understand what your customers really need and what are their expectations from your brand. When a customer got service from your office or branch, they request to provide their feedback about their experience. It helps you understand the customer experience, customer journey, employee behavior, and much more. The request for customer feedback about their recent experience or visit to a brand help establishing a positive relationship as it gives an impression that the brand cares about their customers and is also eager to improve their experience.
See More: What are the Different Types of Queue Management System?
Targeted Communication
The mobile queue management system’s smartphone application can be utilized as a great platform for more personalized and targeted communication. The customers always expect from a brand that it will care about them and it will treat them as exclusive and important. The personalized communication and targeted marketing build an impression that the brand is exclusively sending these communications for you (customer), and it can really improve their experience and interaction with the brand. It also allows the brand to achieve specific marketing goals.
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Mobile Queue Management System for Non-mobile Visitors
The mobile queue management system is very capable of handling the visitors and customers who are not coming from the smartphone applications or via mobile sign-up. The mobile queue management system seamlessly blends in all the customers and visitors from the mobile application or remote signup with the customers and visitors who are arriving directly to the branch. The priority and other parameters are completely controllable from the administrative dashboard. These features are designed to significantly improve the customer experience.
The digital customer flow management and other controls allow the management and staff to improve the customer flow management for the customers who are directly visiting the branch and don’t have any mobile ticket. The mobile queue management system seamlessly blends both mobile signups and non-mobile signups and manages the queue as per the predefined policies and processes. This maintains a great user experience for all the customers.
See More: Top 8 Benefits of Using Queue Management System
Conclusion
Mobile Queue Management System comes with remote sign-up, smartphone applications, and tons of other features. These features let businesses reduce the wait time and provide innovative facilities to their customers to improve customer experience. The mobile queue management system enables the customers and visitors to sign-up easily from their mobile apps or other convenient methods. The smartphone applications provide real-time updates and live data from the branch which shows all of the current queues and their stats, along with the estimated time to turn and other information that can help the customer to reduce the in-premises wait time to almost none. The queue mobile application also comes with a branch locator which is a great feature to locate branches and compare the ongoing queues or traffic to find out the quickest route to the branch with less active queues. The appointment booking features help the customers and visitors to set an appointment at their convenience. The appointment booking module also provides helpful data and information to help the customer understand the busiest and least busy work hours and days to set an appointment for them or any other way they prefer.
These all are features and functionalities of our mobile queue management system. These features help to improve the customer experience. When a brand offered too many customer-friendly options and makes the process easier and quicker for their customers, the customer will definitely build a positive brand image. Customer experience is a key to long-term success, it helps brands in customer retention, it improves customer loyalty and boosts positive brand identity and it helps to increase the number of new conversions and sales. RSI Concepts is a leading queue management system provider in Dubai, UAE our Mobile Queue Management System is equipped with tons of customer-friendly features along with simple administration and easier system integration with other corporate tools and enterprise databases. Which enables us to innovate our solutions and products. If you need a mobile queue management system or want to discuss a possible solution or upgrade for your business, feel free to reach us out through our Contact Us page or leave us a comment in the comment box below and we will revert back to you soon.
Check out this: How Virtual Queuing can Change the Business Process?