The queue management systems and queuing solutions are very effective and impactful on the customer journey and customer experience. Basically, technology is evolving rapidly. The very basic technology-based items that we used on daily basis such as computers, laptops, and smartphones, televisions, etc. are being replaced with newer more powerful, and better gadgets. Similarly, the other technologies are also evolving. The queue management systems are made with a very basic computing technology that is integrated with a variety of hardware to innovate advanced features and functionalities. The queue management system software tool is also a very powerful component of the solutions, mostly here in Dubai, UAE the queue management software is basically designed to be run on a server, then additional interfaces are provided for customers, agents/servers, and the administrations. The programming tools and technologies used to build such software programs are also evolving and upgrading. This provides a great advantage to the vendors and manufacturers to keep the cost acceptable and provide advanced features as well.
The year 2020 was the year of a complete transformation in the overall customer behavior, businesses and brands operating locally or internationally have never witnessed such a huge shift in such a short period of time. In the year 2021 the queue management system manufacturers and vendors are struggling really hard to meet the new requirements, the year 2022 will be the year of real progress and unprecedented advancements in the queue management system industry. The general public behavior and interaction have been changed completely. The customers demand and expect a lot from their brands and businesses. The market trends have been changed, as now we are more integrated with digital solutions than ever before. The adaptation and acceptance level for digital solutions and systems is at an all-time high. Businesses can experiment a lot with new and innovative digital solutions. The queue management systems are not different either. Here are the advancements of queue management system expected in 2022:
Virtual Queuing
Virtual queuing is not a brand new feature, however, the way it is being utilized is a completely new concept. The main difference between virtual queuing and traditional queuing is that virtual queuing allows the users to virtually sign up for the queue. It means that the customers and visitors can sign up for the queue being away from the business. The virtual queuing sign-up can be done with various means, such as website, online customer portal, appointment booking module, call, SMS, email, etc. The virtual queuing is very helpful for the staff too. As the customers and visitors can sign-up without being physically present at the branch, so there is no chance of getting a crowd or a large number of customers inside the waiting areas. Which also requires additional staff for the management.
Virtual queuing is a great boost to the customer experience and customer journey. As the most annoying thing in any customer journey is waiting. If there is very less wait time the customers can plan to reach the branch at the very exact time of their turn. The customer calling and announcements can also be made using virtual methods/digital mediums. Which makes it even easier for the customers to monitor the queues. Virtual queue management systems are gaining popularity. More often businesses in Dubai and other emirates of UAE are asking for a traditional queue management system with virtual queuing features enabled so that whenever they want to switch to the virtual queuing mode they can do it easily.
Mobile Queuing
If you are living in Dubai or any other part of UAE you must be aware of the usage of smartphone applications. Our society is heavily relying on mobile apps for various daily life gigs. Moreover, the government is also focusing on digitalization for the sake of convenience of the users and to make the services available instantly. There are tons of government services that residents are using via their smartphone applications. This makes society more welcoming for mobile-based solutions. The year 2022 will be the year of the smartphone revolution. I believe the UAE must be at the first place in the list of countries with the most internet access with almost its entire population have access to high-speed internet. This makes smartphone applications even more convenient and effective.
The mobile queuing or a smartphone application integrated with a queue management system is by default a virtual queuing. Mobile queuing is more useful than any other traditional queuing. The customers and visitors can sign-up for the queues from their smartphone applications. The real-time updates and queuing information can be viewed on smartphone applications. The customers can be informed by alerts and notifications. This saves a lot of time and provides a lot many other useful features. For example, the customers can easily search for the nearest branches, they can also lookup for the least busy branches near to them, they can navigate to those branches and much more.
Mobile queuing also provide businesses a direct and personalized communication channel. The business can ask the customers for their feedback after their visit via the queue management system smartphone applications. The customers can also plan and schedule their visits with an integrated appointment booking feature. The queue management system smartphone application also provides additional data which helps the customers to plan their visit such as the information of the busiest hours, days, or branches, etc. The branches which provide additional services or the list of the services, etc. And much more. There is literally no limit. Businesses can get more creative and innovative to improve customer journeys and customer experiences through smartphone applications.
Queue Management System Integration with Software and Hardware
That is obviously not a new trend but we are expecting the queue management system integration with software and hardware to get more intense. Currently, only a few basic software and hardware integrations are commonly used, such as the Emirates ID Card scanning or QR Codes. However, in the year 2022, we are expecting that businesses in Dubai, UAE will start relying on intense software and hardware integration with their queue management solutions. Businesses are always looking for methods and ways to maximize their customer’s experience while also focusing on minimizing the workload of their employees and resource consumptions. The integration is the solution for that.
The integration leads to automation, which not only improves efficiency and makes the process fast but it also increases profitability. Another most efficient way to achieve higher efficiencies is by using a centralized information system that is effectively integrated with all of the IT infrastructures to form up a communication grid. Whether it is a machine to machine communication or a human to human communication, the availability of information at the right time and at the right place is crucial. This is why we are expecting that in the year 2022 businesses will demand more interconnected solutions. This will allow them to not only improve customer experience and customer journey but will also enable them to boost their employee performance and to achieve more effective controls and administration.
The queue management system should be able to effectively manage customer journeys automatically, for that may be new hardware will be needed to enable the system to identify the customers, then the system can prioritize them, and route them to ensure quicker and quality service delivery. On the other hand, if the queue management system is connected to the customer database, it can automatically fetch the data and information required by an agent to serve the customer and to deliver the required service. This makes the process very fast and reduces the service delivery time as well. These are just examples, there is an endless list of software and hardware which can be integrated due to the technological advancements in the queue management system technology.
AI-based Queue Management System & IoT Integration
The AI stands for Artificial Intelligence and the IoT stands for Internet of Things. Both are very latest technologies and a few years ago was considered to be Hollywood stuff. Thanks to the chip advancements and R&D done in the past few years, the two have become a reality. And all technology solution providers are gazing their eyes on the two sectors. If Elon Musk’s future depiction of Artificial Intelligence turns out to be another false speculation, we will definitely witness all sectors of our life flooded with artificial intelligence-based solutions within a couple of years. Here I would also like to mention that artificial intelligence is not only the Terminator but in fact, it is just a highly advanced software with extremely sophisticated programming and currently, Google, Facebook, IG, and tons of platforms that we use daily are running on one or another kind of Artificial Intelligence. The smartphone before getting smart was just the phones, but with Android and iOS, the smartphone has become smart and is ever getting smarter. Similarly, the artificial intelligence integration will improve the queue management systems and each and every aspect.
The artificial intelligence-based software engines will help the businesses to manage and monitor their queues and relevant systems in a more organized and automated way, where most of the automatic decisions will be done through the artificial intelligence-based software engine, which will rely on machine learning and will keep improving itself over the time. This will not only help businesses in effectively managing the customer flow, but the real magic will be done at data capturing, monitoring, KPIs, and reporting sides. The artificial intelligence-based queue management system can provide extremely effective business intelligence and will be able to process various feeds more effectively. Which will make the decision-making even more effective and risk-free.
The IoT is a modern revolution of electronics. With the easy availability of high-speed networks, cloud, 4G/5G, broadband internet access the IoT is not only the future but developed countries like UAE have already started implementing IOT based solutions. The IoT allows various electronics devices to communicate with each other and with a management program that gives them instructions to act accordingly. You must be thinking how will this improve the queue management system? Well, the IoT devices will not only allow easy system installation process but remote monitoring and management of each node and connected device will be possible, such statistical data will be relayed to the AI-based software engine which will utilize it to make real-time decisions to improve the customer flow and much more.
Purpose Made Queue Management Systems
The purpose-made queue management systems are not a new trend, however, these days almost more than 80 percent of the queue management system installation in Dubai and other parts of UAE are generic or general-purpose queue management systems. However, businesses are gaining awareness and are demanding more subjective solutions rather than general-purpose queue management solutions. This is why the year 2022 will be the year of purpose-made queue management systems. Each and every industry will prefer to opt for a purpose-made queue management system rather than altering or customizing and general-purpose queue management system to be able to achieve their desired results. The purpose-made queue management system once in the market will get improved very quickly as more data and studies will be available for the manufacturers and vendors.
The purpose-made queue management system trend will take over the traditional queue management system by the year 2022. And there is another big reason to believe in that which due to the different work processes and different customer journeys at different businesses. This will give rise to the demand for purpose-made queue management systems.
Read this: Pros and Cons of Queue Management System
Conclusion
The queue management system is a very powerful tool for customer journey transformation. It is considered to be essential for the modern customer journey. There has been several improvements and advancements in the queue management systems in past few years, but the way the customer journey and customer interaction with the brand have been transformed in the past few years, the queue management systems are going to take the customer journey to the next level in coming years. The year 2022 will be the year of great innovations in queue management systems. As the customer’s demands and expectations are also evolving at a very rapid pace, this will give rise to the integration of the queue management systems with AI and IoT. The businesses will look to improve the system efficiency and gain more control and better administration in the coming years. This is only possible if the AI and IoT work with the system integration of other organizations’ tools and IT infrastructure. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need an advanced queuing solution that can boost your work efficiency and improve customer loyalty do let us know. We are here to help, you can reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
Check out this: How to Achieve the High ROI using Queue Management System