Virtual Queuing and Digital Customer Experience

Business in Dubai and all around UAE are always seeking ways to improve their customer experience and customer journey. The UAE is a very large and rapidly growing economy, this attracts a lot of entrepreneurs, investors, businesses from all over the world. Especially the service based industries are facing tough competitive environment. This competition results is high market standards and higher customer expectations. That is why the customer experience is extremely important for any business to ensure long term sustainable growth. During last few years the customer behavior have changed drastically due to the COVID and social distancing. People are more inclined towards digital interaction than physical interaction. The businesses also have to implement social distancing policies and other safety rule to ensure the health and safety of the customers and the staff. This has changed the entire landscape of the communication and services.

A queue management system is a tool used to streamline customer flow. It help businesses to automate or semi-automate various customer journey steps. A digital queue management system can segregate customers as per their needs which improves customer flow and reduce customer wait time. The queue management system also help improving the service quality and boosting the performance of the service staff or service agents. Which result in reduced customer churn rate, higher customer happiness. The customer satisfaction is a key to customer loyalty and the customer loyalty is considered to be the foundation of growth and profitability. The queue management systems have also evolved a lot, as the general market trends got changed the queue management systems also got changed. The virtual queuing and mobile queuing are not a new concepts however, since the later 2020 till today and also in future the virtual queuing will dominate the queue management systems. In this blog we will discuss how virtual queuing and digital customer experience can be your best competitive advantage to boost the profitability, efficiency, quality of service and customer experience.

What is Virtual Queuing?

The virtual queuing is a process of signing-up a customer in a virtual queue. For queue management systems the virtual queuing is a relatively new terminology and it doesn’t only mean to create virtual queues in fact the virtual queuing means to enable the customers to sign-up remotely in virtual queues using mobile devices or digital channels. The virtual queuing can be done using web portals, mobile apps, SMS, emails, QR Codes and much more. The biggest differentiation between the virtual queuing and traditional queuing is that the virtual queuing can literally reduce the wait time to none. The customers and visitors are free to wait outside or plan their visit to arrive only when their turn is expected. The live queuing information can be relayed to the customers using multiple channels along with alerts and notifications. The customer service agent can also communicate with the customers and visitors to inform them about any change or unexpected scenario. The virtual queuing transform customer journey and customer experience and ensures maximum customer happiness.

What is Digital Customer Experience?

The term digital customer experience refers to all the interactions a customer have with the business using the digital channels and mediums such as online or internet, emails, mobile apps, social media, chat bots, and even the SMS communication can be taken as the part of the digital customer experience. The digital customer experience management strategy is very important these days. As people living in Dubai or anywhere else in UAE are very familiar with the digital interactions. So providing digital customer experience doesn’t only have operational benefits but the customers will also expect digital interaction from their favorite brands. That is why the digital customer experience is very important and a business should use right tools to ensure the customers will be satisfied and delighted with their interaction. The virtual queuing is a great tool to enhance digital customer experience. It also help businesses collect useful system insights and business intelligence data which can be further used to tune up relevant business processes and to evaluate the performance of the staff and different departments/branches. The business intelligence also help businesses to take informed decisions and make right policies to ensure long term growth and customer retention.

Virtual Queuing and Digital Customer Experience Optimize Wait Time

People don’t like to wait in long queues. The long wait time is a major reason of customer churn and poor customer experience. We have all noticed that when we are standing in queues at one point or another we feel that the line next to us is moving faster, this is only a behavior phenomenon when people just perceive that and it is because of the stress of the waiting. With manual queues there are several other problems too, such as line jumpers, or people standing in wrong queues or even people are giving way to others to join the queue from their point. However, with a digital queue management system when a single customer have a ticket these all things can be avoided. The psychological effects of waiting in the queues can also be minimized. With the help of virtual queuing the businesses can offer their customers and visitors a facility to sign-up remotely or virtually and they are provided with the live queuing information via remote channels which allow them to arrive only when their ticket is called. Hence there is literally no wait at all.

The digital experience and virtual queuing strategy can significantly improve customer satisfaction and help improving customer loyalty too. These days everyone is familiar with digital interaction. The internet penetration is almost 99% in UAE. This enabled businesses to innovate very effective digital strategies utilizing digital channels and digital communication. There are several digital channels that c

an be integrated with queue management system to enable virtual sign-up process. For example, the company website or a dedicated customer portal can improve customer experience. Moreover an appointment booking module can offer a great sign-up experience. It can provide additional details such as busy hours, nearest branches and much more which can be very helpful for booking a suitable appointment and planning the visit.

In the entire UAE the mobile phones are widely used, in fact almost 96% of the population use mobile phones. Which make them extremely important. In order to build a strategy for digital customer experience the mobile phones can be a great tool to enhance customer journey and experience. Businesses can offer mobile phone apps or SMS based virtual queuing. The retail sector in Dubai and all around the UAE is also using QR code based queuing. These all are the form of virtual queuing. Along with that the business can also integrate SMS services to enable the customers to sign-up via SMS. WhatsApp is the most popular app used for communication in UAE and also all around the world. The WhatsApp can also be integrated to enhance digital customer experience. These all tools can be used to improve communication, customer engagements, customer waiting experience and even businesses can also conduct customer feedback surveys via their digital channels. The virtual queuing reduce the customer wait time to literally none, which raise customer satisfaction and customer happiness.

Read More: Queue & Waiting Time Management

Virtual Queuing and Digital Customer Experience Improves Customer Satisfaction

The virtual queuing and digital customer experience can automate several customer journey steps and improve customer flow. The queue management system can easily identify the service hence it can sign-up the customers and visitors for the right queue or virtual queue. The queue management system can also help streamlining the customer flow by automatically routing customers to the relevant counters and even it can automatically reroute the customers as per the set protocols. For example, if some counters are less busy or free the system can automatically reroute the customers to such counters. This way the business can optimize resources and improve the overall efficiency of the entire branch. The queue management system can also manage customers on the bases of their priority, such as ordinary customers, premium or VIP customers, and customers with special needs, etc. This also help improving customer experience and ensure a balanced workload for the staff to improve staff efficiency and quality of the service.

Most of the time a business has multiple services and multiple counters, some counters are dedicated for certain services and sometimes some counters are dedicated for priority customers. A digital queue management system can easily handle all those scenarios and it can automatically control customer flow for each counter as per the set protocols. Most of the time businesses also offer stepped-services. The stepped services are those which require from a customer to visit multiple counters for a single service delivery. Managing such services could be tricky, some steps are lengthier and some are quick, sometimes some steps have more counters and vice versa. A digital queue management system can easily handle all those scenarios by using in-built smart algorithms and intelligence software engine, which help businesses to ensure smooth customer flow throughout the entire customer journey to improve customer happiness and customer satisfaction. Such way the businesses can significantly reduce customer wait time and improve customer flow which directly impact customer happiness and customer satisfaction.

Virtual Queuing and Digital Customer Experience Improves Service Quality

The service quality is extremely important for customer retention. If a businesses is failing to provide quality service no matter who much efforts they put to improve customer flow, ultimately the customers will be unhappy. That is why it is extremely important to improve service quality. A virtual queue management system or any other queuing solutions is capable of collecting basic information during the sign-up process. This information can be used to improve service quality. For example, whenever a customer is reaching to a counter the agent needs their basic information to start the service. That information can be pre-loaded when the customer is arriving as the system already knows their identity from the virtual sign-up process. Similarly as a customer is already selecting the service they need, so if any preparation is required for that, it can be done automatically before even the customer arrives, so the agent is completely ready to deliver the service.

This not only reduce the service delivery time, but it also reduce server’s/agent’s work, which give them a better chance to focus on the quality and experience. Quicker service delivery mean happy customer and it also mean less time for the next customer waiting in queue. This way it not only facilitate the service delivery process but is also help businesses in reducing the wait time. Since an employee can entertain more customers in less time, their work efficiency is also improved. The virtual queuing and digital customer experience can help improving service quality and service delivery process.

Virtual Queuing and Digital Customer Experience Provide Deeper Data Insights

The virtual queuing is used to transform digital customer experience. The digital comes with various benefits and one of them is the data collection and business intelligence gathering. With virtual queuing and digital customer experience strategy business can collect statistical and usage data from each and every touch point of the customer journey and businesses can also collect customer feedback data using integrated communication channels. The queue management system can record the statistical data too such as which virtual queuing channels are used for how many times, what is he average wait time, which service delivery takes how much time on average and even the queue management system can also record such details for each individual interaction. These are very helpful information and provide a deeper and much better understanding of the customer journey. Businesses can easily identify the areas of improvements and build their future strategies to meet their goals of efficiency and customer satisfaction.

The virtual queuing and digital customer experience also provide accurate KPIs (Key Performance Indicators) and other data which can be used for various purposes and can be shared with relevant departments and personals to help them improve their performance. The business can accurately monitor and record the performance of individual employee for example, which employees take how much time to deliver a service and that can be recorded against each service the agent is working on. The queue management system can also record the performance of the teams and even the branches which can be later analyzed by the management using in-built data analytical tools. Businesses can also done comparative analysis for the employees, services, teams and branches as well. The queue management system also help collecting the customer feedback data which can be collected using multiple channels.

The customer feedback data is very important. Businesses can conduct various different types of surveys using the digital and mobile channels such as SMS, Emails, Customer Portal Dashboards, Website, Touch Screens (in-premises), mobile apps, etc. The queue management system can collect NPS (net promoter score), CES (customer effort score), CSAT (customer satisfaction score), general rating and happiness scores and even businesses can also conduct long surveys. This data can provide a deeper understanding of the customer’s minds, their expectations and market trends. Collectively the business intelligence data collected from virtual queuing and digital customer experience can be used highlight areas of improvements and to build strategies for the future growth.The queue management system also provide facility to directly share the relevant data to the relevant department, management or individual employees to ensure seamless automated data sharing. This enables the businesses to take immediate actions on top priority feedbacks and data indicators and also help them to make better plan for the future.

Virtual Queuing and Digital Customer Experience Boost Employee Performance

The employee performance is also a key factor in customer satisfaction and overall efficiency of the business. With the help of virtual queuing and digital customer experience the employee workload can be easily reduced. As the wait time is very less, so there is not much chance of crowd formation or any such problem with the customers and visitors waiting in the waiting areas. Moreover the sales agents and server also get help from the queue management system dashboard and the system can also aid the service delivery process by automatically preparing the agents for the next customer. This way the employee workload can be significantly reduced. A single customer service agent can serve more customers in a single shift. Which boost their performance. The queue management system also closely monitor the performance of the staff and help the businesses and management to effectively utilize resources for best performance.

For example, some employees perform better with the services they are experienced in and some perform better for certain services and vice versa. This can be analyzed with the help of KPIs monitoring tool. The information can be relayed to the HR which can later help training programs or transfer human resources and deploy them as per their skill set to obtain maximum employee performance and overall business efficiency. Good employee performance also help improving customer journey and customer satisfaction. The employees who are working under a pleasant environment with balanced workload are tend to deliver high quality services thus ensuring better customer experience and higher customer happiness.

Virtual Queuing and Digital Customer Experience – System Integration

The virtual queuing and digital customer experience management is not as that simple. In fact it is a very complex and sophisticated process. The SMEs and SMBs can equally benefit from the virtual queuing and digital customer experience strategy as the large banks, healthcare facilities, educational institutes and large enterprises. Any digital solution or system requires data to operate at optimum levels. For that the system integration is done. The system integration is a technique used to push and pull data from a system. Usually every business have a central information system which is lined to a tool or software that is responsible for the most of the operational activities. That is why a queue management system and digital customer experience solution can be integrated with the central information center or with any other third-party system or tool to ensure automatic data synchronization. The integration also paves the way for various innovative features which can be added to the system to improve digital customer experience and to increase customer happiness and satisfaction.

Virtual Queuing and Digital Customer Experience is a Key to Long Term Growth

The growth of any business depends on two main things, one is customer satisfaction and the second is right strategy and policy. The customer happiness and customer satisfaction drive customer loyalty and help improving customer retention rates. Studies have shown that it is almost nine to twelve time less expensive to sell to an existing customer rather acquiring a new customer. There are various studies that shows that a business’s reputation and its brand image can impact its marketing campaigns too. If a business has good reputation and a positive brand image the return over its marketing investments would be better comparing to a business with bad reputation or negative brand identity. The loyal customers and customer retention is considered to be the foundation of the long term growth. Customer happiness and customer satisfaction drive customer loyalty. The loyal customers are more likely to do repeated business and are also tend to be a good brand advocate and help promoting the brand.

In addition to that the virtual queuing and digital customer experience help businesses optimizing the resource consumption and improve employee performance as well. The digitalization and automation also help automating various business processes and reduce customer journey steps. Collectively these all factors result in per service cost reduction. Which ensures high productivity and profitability. That is why the virtual queuing and digital customer experience is a key to long term growth.

Conclusion

The virtual queuing and digital customer experience help businesses improve customer journey and ensure customer satisfaction. The customer happiness and customer satisfaction is achieved by reducing the customer efforts and by enabling the business to reduce the wait time. It also help businesses to optimize various business process and also help improving service delivery mechanisms. The virtual queuing and digital customer experience help improving staff efficiency and increase the overall operational capabilities and productivity of the entire business. All these factors contribute in customer retention and help earning customer loyalty. The virtual queuing and digital customer experience also help collecting data insight and customer feedbacks. Which can be analyzed to make changes for the improvements and to build future strategies that drive higher profitability and customer satisfaction. The purpose of this blog was to emphasize on the importance of the virtual queuing and digital customer experience. If you need more information about the topic or need our help with your queuing needs or customer experience transformation, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

January 5, 2022

Why Bank should Integrate Appointment Booking System with a Queue Management System?

A queue management system and an appointment booking system, both are two different systems and most of us are quite familiar with them too. Both have their application and are used to facilitate the customers and to enhance their experience and interaction with the business. In case of banks the customer experience is always the top priority, especially the banks that are located in Dubai or anywhere else in the UAE. The customer experience and customer satisfaction is considered to be the key to success. The UAE is a very competitive market for the banks, there are too many options available for everyone, if a bank fails to satisfy the customers they will not going to think twice before switching to another bank. The market have changed since past few years, the digitalization on large scale, the COVID situation and multiple other factors have left profound effects on the market trends and customer behavior. Now a day’s people are more adoptive and comfortable with the technology, in fact people also expect from their favorite brand to offer some kind of digital interaction or a digital solution that can enhance their experience and interaction.

Banks all over the UAE are proactively seeking new methods and techniques to deal with the new trends and customer’s expectations. There are certain things that we already know can ruin the customer experience, such as unmanaged queues, long waiting time, poorly organized customer flow, low quality customer service, etc. Customers don’t want to wait, in fact studies have shown that in general a customer would like to wait for up to 10 to 13 minutes at maximum, any wait time more than that start affecting their experience. Customers and visitors are also more conscious about their safety and health, though the COVID situation in our country is under control but still the effects of that have changed our general behavior. A queue management system can be a great relief for the banks and the customers too, but everyone is doing that, there are certain things that can be added to the queue management system to further improve the customer experience, one of them is integrating an appointment booking system.

Here is how an appointment booking system can be integrated with a queue management system and how it could help transforming the customer experience and customer journey in the banks:

Introduction to Queue Management System

A queue management system is a technological solution that help banks to streamline their customer flow, improve their customer’s experience and customer journey to ensure the ultimate customer satisfaction. The customer satisfaction is the primary goal for any business whether it is a bank or any other business organization. The customer satisfaction means that when a customer leave your premises after availing a service, they left happy, satisfied and fulfilled. This will make them loyal to the brand and will also directly or indirectly improve various factors which are good for long term sustainable growth and profitability. The queue management system is a great tool to monitor and analyze the customer journey and various business process and it also monitor various employee KPIs. All the data is combined to generate valuable business intelligence which than can be further analyzed with in-built analytical tool to compile comprehensive and summary reports.

Banks can utilize a queue management system to improve their customer journey, operational capabilities and it will also help them to increase profitability. Satisfied customers are more loyal and play a vital role in long term growth.

Introduction to Appointment Booking System

An appointment booking system is a digital tool that allow the customers and visitors to book a spot to meet up with the customer service or sales agent or simply to get a service done from the business. Banks and other financial institutions in Dubai and all around the UAE are investing heavily in productivity solutions and systems. The banks are well aware of the importance of the digital solutions and also the human to human interaction. That is why the customers and visitors are always welcome at the banks. The human to human interaction is critical to build trust and to establish long term relationship with the customers. However, if a customer will have to wait for a very long time before they get a chance to meet the bank representative, it is extremely hard to deliver satisfactory service. That is why the appointment booking systems and tools are used.

The appointment booking system ensures that the customer get a schedule for meeting the right person at the most convenient time for them and they don’t have to wait, so they can peacefully interact with the staff and get the service done.

How Appointment Booking System can be integrated with a Queue Management System?

The Appointment booking system is a software program that allow the customers and visitors to sign-up or register and schedule an appointment. The appointment booking system can provide various information which are helpful for the appointment booking, for example, it can provide the list of bank relationship managers or customer service representative along with their availability, etc. Such information help the customers and visitors to book appropriate time as per their needs. Moreover the customer can book appointment by calling to the bank help center or through the mobile application. On the day of appointment the queue management system can issue a ticket and provide the customers with the estimated time of their turn. This results in very little wait time or no wait time at all. Which is excellent for customer experience and customer satisfaction.

All these functionalities and many more required data synchronization and integration in real-time. Both the appointment booking system and the queue management system pull and push data from each-other and also from various other systems. All this is achieved with secure web services or APIs. The APIs make it possible to link two separately managed databases and also connect the systems with the central information center of the bank.

The Benefits of Integrating Appointment Booking System with a Queue Management System

When an appointment booking system is integrated with a queue management system the bank can have several perks and it can also offer various innovative features to improve customer experience and customer satisfaction. Here are some benefits of integrating an appointment booking system with a queue management system could help banks to enhance its customer’s experience:

Offer freedom to book a time of service as per the customer’s convenience
Allow customers and visitors to sign-up for virtual queues and enable virtual queuing
Provide customers additional information about the branches
Allow customers to choose any service agent or the one which served them the last time
Prioritize the premium customers and segregate them to improve customer flow
Reduce the wait time to literally none
Improve customer journey and customer experience by optimizing various business processes
Help service agents and staff to improve their performance and efficiency
Collect customer feedback data and gather business intelligence
Integrate smartphone applications for appointment booking, queue management and feedback
Provide live queuing information to the customers via SMS, Online Portal or Mobile Apps
Improve overall operational capabilities and optimize the use of resources
Reduce per service cost and increase profitability
Reduce customer churn rate
Improve customer loyalty and brand reputation
Ensure long term success and growth

Enabling the virtual queuing, remote sign-ups and appointment booking can really enhance customer experience and customer journey. The appointment booking system allow the customers to get live information about the schedules, busiest hours, busiest branches, and much more. The smartphone application offer various innovative features to further improve customer journey. For example, the smartphone application can offer a branch locator which provide details about the branches their timings and other details that help the customers and visitors to schedule their visit. Once an appointment is booked the queue management system can issue them a virtual token for their queue. The queue management system can also provide live queuing data to the customers and visitors which help them to plan their visit. Several channels can be used for reminders, notifications and alerts to make sure the customers don’t miss their turn.

Moreover the queue management system can also collect customer feedback data, which can be added to the main business intelligence which is also being collected from each and every touch point of the customer journey along with various stats and employee KPIs. Such data is extremely helpful for the banks. The management can easily prepare actionable reports and make policies to make improvements wherever needed. The employee KPIs can also be provided for the HR usage.

Conclusion

Banks in Dubai and all around the UAE are working in a very competitive market. The customers also have high demands and market trends are also getting changed all the time. In such scenarios businesses often innovate new solutions or combined two available solutions to innovate the utility. That is why integrating an appointment booking system with a queue management system is such a wonderful idea. Both systems are used for customer happiness and customer satisfaction. When combined, the results could be astonishing. When integrated with a queue management system an appointment booking system takes the customer queuing to the next level, it added value to various business processes and it offer ultimate freedom and control to the customers. It also boost the agent’s performance and improve profitability. RSI Concepts is a leading customized software development company with having appointment booking system and queue management system as the two most popular products. If you are interested in improving your bank’s capabilities and to increase customer satisfaction, feel free to let us know. If you want to learn more about the topic, please free to leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: World’s First WhatsApp Queue Management Solution

January 5, 2022

Why Small and Local Businesses Need a Queue Management System?

Businesses use digital solutions to facilitate their customers and to boost their own productivity. These digital solutions can help businesses in many different ways, which could improve their operational capabilities and profitability. Big businesses are using queue management system for more than a decade now, it has become an absolute necessity for them. However small and local businesses haven’t embraced this technology yet. Although there are a lot many small and local businesses who are using a queue management system or any other kind of digital product to aid there queuing process, but the overall adaptation rate is not as that high as it is in large businesses such as banks, hospitals, government offices, educational institutions, telecom, etc. The small and local businesses in Dubai or in anywhere else in UAE have started to focus more on customer service, customer happiness and customer waiting experience.

Let us just admit it, no one likes to stand in long lines at a retail store. Most of the time when the queue is too long, people don’t even enter the store instead they move on to the next one. That is why it is extremely important for a business to provide excellent customer service and to prevent any congestion at the counters. Same is applicable for the small and local businesses, in fact they have to be more careful about their customer service. As small and local businesses usually have low budget and less employee so in order to ensure optimum balance between the expense/cost and the profit, they might be hesitant in investing in any digital system such as a queue management system. And due to the same reasons they might often feel overwhelmed with the load of the customers. Which not only results in poor customer experience but also increase customer churn rate.

The customer churn is simply the measurement of the number of customers who have entered into the business and wanted to purchase something but due to any reason they leave without making a purchase. Mostly the reason is the rush at the counters or very slow moving queues. In this blog we will discuss the basics of a queue management system and its benefits for small and local business to let them understand how important it is to have a digital queue management system at their store/business.

What is a Queue Management System?

A queue management system is a combination of software and hardware devices that help businesses to manage the queues and customer flow with more efficiency and also help them to enhance the customer experience and customer journey. The queue management system consists of the following essential parts and components:

Queue Management Server Application: This is the brain of the system, an intelligent software with advanced algorithms to operate and control everything in real-time. It resides on a server or cloud or online and is connected with each and every other component.
Customer/Visitor Dashboard: This is an interactive dashboard, which is usually available on an interactive kiosk machine. This dashboard allow the customers and visitors to sign-up for the queue and it also issue the tickets.
Agent Dashboard:This is an interactive dashboard for the agents/servers who can manage, control and monitor queues from their portal. Usually it is a web-based application which is available on the agent’s computer.
Administrative Dashboard: This dashboard is also a web-based application which is designed for the management to monitor the entire queuing process and to customize policies and perform all administrative functions.
Digital Signage: These are large display screens placed on strategic location where everyone in the waiting area can view them. These screens are used to display queuing information in real-time along with that the business can run multimedia content to increase customer engagements.
Announcement System: The announcement system is used for customer calling, it displays the ticket number of the digital signage as well as it also call the token number and its allocated counter in multi-lingual audio through the sound system installed all around the premises.
Counter Plates: The counter plates are available in three types, first one is an ordinary name plate, the second type is an LED based Dot Matrix Display and the most widely used is the small digital display screens which displays counter number, ticket number or any other additional information if needed.

These are just the basic components, there are several others that can be added to further improve the efficiency of the system. For example, virtual queuing is one of the most popular queuing method used by both large and small businesses. Another most popular form is QR Code based queuing. The queue management systems are usually customizable, so businesses can come up with their own ideas to innovate new features that could help them to reduce waiting time and improve customer experience.

Advantages of a Queue Management System for Small and Local Businesses

Small and local businesses need an efficient queue management system to improve their customer journey and to increase operational efficiency. As small and local businesses have limited budget and a limited number of employees so it is very crucial to utilize each resource efficiently to ensure maximum outcome. Unmanaged or poorly managed queues not only decrease customer satisfaction but also put strain on the staff which further results in poor employee performance and even poorer customer experience. Another major factor that could make things more difficult is the limited physical space, all small businesses have limited physical space and if it get crowded it will not only harm customer experience but it could have other negative effects too.

Here are some advantages of a queue management system for a small or a local business:

Queue Management System Reduce Wait Time

Simply be managing the queues, reducing the stress of the waiting customer and helping the employees to boost their performance a queue management system can significantly reduce wait time. This can be achieved in many ways, in fact for different businesses the queue management system works differently, let us discuss two most commonly found small businesses. For example a retail store such as clothing brand or just a general grocery store wants to improve its customer experience and customer satisfaction by improving their waiting experience. One thing is for sure, for any small or local businesses the customers must have to wait, it is inevitable. Especially during the rush hours, when the footfall is at its highest of the day, things could really get out of hands. A queue management system can offer mobile apps or SMS enabled sign-up process which help the shoppers to sign-up for the queue. The difference is they don’t have to wait in the line anymore, they can roam around the store and once their turn will come they will be notified by alerts and notifications either in-app or push notifications or simply SMS notifications. Hence the customers can go to their counter and get served immediately without any wait or very little wait time.

Similarly for other types of small and local businesses who are offering some kind of services instead of offering products. For example, there is a salon or small travel agent or a local real estate branch. The physical premises is small but during the busy hours it could be crowded. The queue management system can completely eliminate the problems that businesses might face on daily bases such as someone crossing the line or any dispute occurring among the staff or even with other customers, etc. Without a queue management system usually the staff is involved in solving such problems which deviates them from their primary task and also increase their workload. But with a queue management system this all could be avoided the staff could get more time to focus on their primary tasks, which expedite the service delivery process and the customers also remain calm as they know once their turn come only then they will be served. In addition to that in such small premises the digital signage could play vital role in further improving the customer experience by playing multimedia content and publishing queuing detailslive.

Read More: Queue & Waiting Time Management

Queue Management System Improves Employee Efficiency and Profitability

The small and local businesses usually manage their queues manually which not only reduce the customer happiness and customer satisfaction but also increase the workload of the staff which not only result in poor employee performance but it also results in poor customer experience as well. In fact such situations reduce the overall morale of the staff which directly impact on customer satisfaction and customer happiness. However, with the help of a queue management system when the queue are managed automatically and the employees have less work to do, the effects will be reversed, which means the employee will have a very balanced workload which will raise their morale and also improve their work efficiency. This reduce the overall per service cost and increase overall profitability. Once the employee start working on their full potential they will also cause reduction in the waiting time as the service delivery will be faster, which will also improve customer experience and increase their satisfaction. That is how a queue management system can boost the overall brand image and customer loyalty of a small or local business which is extremely important for a long term growth.

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

The customer loyalty and the long term growth are extremely important for a small or local business. As the competition in the market is very high, small and local businesses are also located nearby each other, usually concentrated in a certain area or sector of the city which means the customers have too many options available. In such scenarios losing a customer due to bad customer service or mismanaged queues could seriously harm the reputation of the business which could have dire consequences in long term. Hence it is extremely crucial that business ensures ultimate customer satisfaction to make them happy. A happy customer is tend to come back again which help building good relationship with them and increase their loyalty.

The loyal customers are tend to be a good brand advocate, they share their positive experience with their colleagues, friends and family and they recommend your brand to others. The loyal customers are more likely to defend the brand while talking to other people in real life or in online or social media platforms. Which help building a positive reputation of the business. A small or local business with positive reputation can attract more customers hence customer loyalty and customer satisfaction has long term effects on the growth and brand image.

Queue Management System can Gather Business Intelligence and Customer Feedback Data

A queue management system is not only used to manage the queues, but it is a very powerful tool that can monitor and capture data from each customer touch point. The system usage data and other stats are very helpful in identifying the areas of improvements and let the business management understand their customers more accurately. The queue management system can also measure and monitor various KPIs which can further help improving the employee efficiency. For example the queue management system can accurately measure the service delivery time each employee takes to serve a customer, it can also collect customer feedback data and various other types of stats which can be analyzed by its in-built analytical engine and the data can be extracted in reporting formats. Which help the management to take informed decisions and to draw strategies for the future.

Collecting the customer feedback data is one of the great feature of a modern day queue management system. The customer feedback collection not only provide a deeper insight to the customer’s mind but it also help improving customer to business relationship. When a business start collecting customer feedback the customer get a sense of importance and feel more connected to the business. They know that their favorite brand is interested in learning their opinions, views and taking their complaints which shows their seriousness to improve their customer’s experience. This also increase customer loyalty. The customer feedback data can also be extracted in various reporting formats which can be used to analyze various business process, quality of the products/services and also to analyze the behavior and capabilities of the customer service staff. Such data is very important for decision making and planning for the future and help businesses to improve in all aspects.

Conclusion

For any small or local business investing in a new solution could be a difficult decision. A queue management system is not as that expensive but still we have witnessed that small and local businesses in Dubai and also in other parts of UAE are a little bit hesitant in investing in it. A queue management system could be a game changer for a small or local business. It can help organizing the queues and improving employee efficiency along with that it also help improving customer experience by reducing the wait time and offer many features that can benefit the business to further reduce the wait time and help them boost their performance. These all factors result in higher customer satisfaction and improve customer loyalty. The loyal customers are important for a long term growth.

A queue management system also gather business intelligence data and customer feedback which provide a deeper understanding of relevant business processes and customer’s mindset. These all information improve the decision making capabilities of the business and ensure a positive growth with higher efficiency and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the topic or if you are interested in a quote, feel free to contact 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 blog: Manage Patient Appointment and Journey with Queue Management System

December 27, 2021

Bank Branch Transformation with High-tech Queue Management System

These day’s in UAE almost every bank is offering digital service channels to their customers to facilitate them. However, when customers come to visit the bank at the physical branches it could get very difficult to manage the customers and maintain agood customer experience. Another big challenge is the health and safety concerns. The bank branch occupancy limits and the social distancing rules are also adding to the queue management problems and making it difficult to provide a good quality service and satisfactory customer experience. The market trends and customer’s expectations have also been changed, now a day’s people are more adoptive and inclined towards digital interaction. In fact studies have shown that more than 80% of the ordinary customers are expecting from their favorite brands to offer some kind of digitalized interaction. A high-tech queue management system can bridge the gap between the physical and the digital customer experience and it can significantly improve the customer journey.

For any bank branch it is extremely important to manage their customer’s wait time and journey to ensure they have a great experience. The studies have shown that an average customer can willingly wait for around 13 minutes beyond which they start developing a negative experience with the bank. A queue management system is not only about managing the waiting experience, in fact a modern day high-tech queue management system is a very capable tool which can enhance and improve the waiting experience and the entire interaction of the customer with the bank branch. A high-tech queue management system not just only manage customer wait time but it can manage the entire customer journey from pre-arrival to post-servicing activities. The bank branch transformation and digitalization is only possible with a modern and high-tech queue management system that can offer innovative solutions of the customer journey problems and help banks branches to achieve the higher customer satisfaction without investing anything additional in human resource or in other resources.

What is a Queue Management System?

A queue management system is a combination of software and hardware components. In Dubai and all around the UAE there are several different types of queue management systems used by the businesses. The main objective of using any queue management system is to facilitate the customer flow and to ensure a better waiting experience. Apart from that a modern day high-tech queue management system also manages several other steps of the customer journey and it also provides a detailed business intelligence and insight to let the management draw specialized conclusions which further help them to improve various business processes and customer journey. A queue management system comprises of a sign-up terminal/channel (which is usually a ticket dispensing kiosk), digital signage, announcement systems, counter plates/displays and software dashboards for the administration and for the servers/agents. These tools are designed to facilitate the both the customers and the staff during the customer journey. There are several other hardware and software components which are widely used by the businesses but from the user point of view the operation is almost the same.

What is a High-Tech Queue Management System?

Well a queue management system is always a queue management system, but there are some queue management systems which can offer an entirely different kind of features that help transforming the bank branches and the customer experience. For example the old Nokia 3310 was a mobile phone and the modern iPhone is also a mobile phone, both are capable of calling and texting, but the iPhone is considered to be more high-tech and advanced as it offers various additional features and makes it more effective and useful. Similarly a high-tech queue management system manages the customer flow and queues but in a better way and it can also offer numerous new features which increase its importance and usefulness. For example a high-tech queue management system offers multiple channels for the sign-up such as QR Code, SMS, Mobile App, etc. It can also support virtual queuing which allow the customers to sign-up and wait in virtual queues and only arrive at the bank branch when their ticket number is called, hence technically there is no wait time at all.

Here are some features of a high-tech queue management system that enable a very quick and cost-efficient bank branch transformation:

Multi-Channel Sign-up & Virtual Queues

The high-tech and advanced queue management systems support multi-channel sign-up. Traditionally there is a ticket dispensing device or an interactive kiosk which help the visitors and customers in the bank branch to sign-up for the queue. However, the high-tech queue management system offers additional channels for the sign-up such as remote sign-ups through the web-portals, smartphone apps, SMS, QR Code, etc. This flexibility enhances user experience and facilitate the sign-up process. The remote sign-up channels sign-up the customer for the virtual queues, it means they will be treated as they are physically present in the actual queue but in reality they can wait outside, or arrive only when their turn come. The queue management system can keep sharing the queuing information and updates via a suitable channel to keep the customer up to date. The queue management system can also send alerts and notification so the customer won’t miss their turn. The multi-channel sign-up process eliminates the need of waiting inside the bank branch hence the actual wait time is significantly reduced or none. The remote sign-up allows the customers to wait outside the bank branch and they don’t need to wait in the crowded lobbies or waiting areas.

Seamless Customer Flow & Automated Customer Journey

The banks are the organizations where daily customers’ visits are inevitable, some days of the weeks are busier and some are not, sometimes the entire bank branch is fully occupied, in all such scenarios the management and staff have the prime goal of ensuring a great customer experience which is not impossible with slow moving queues and long waiting time. A bank is offering several services at a bank branch and they are also dealing with different categories of the customers too. For example, some counters are exclusive only for VIP or Premium customers, some are for business customers and some for individual customers and so on. Similarly there are certain counter who only deal in certain services or even some counters are exclusive for only a single service. These all are real life scenarios there could be so many other possibilities as well. In such situations it is crucial to segregate customers as per their need and mode of service or any other policy and then direct them to the designated counter to prevent any confusion or unwanted delays.

A high-tech queue management system is designed to handle all such scenarios including features that allow the banks to implement customized policies in each branch. Usually the queue management system identify the customer by the selection of the service they had selected while signing up for the queue. Later it automatically route each customer to the appropriate counter. In case if any server or agent went for a short break or something, the modern high-tech queue management system is capable of routing the customers to the alternate counters as well. All the data and monitoring is happening in real time and the queue management system software is also taking decisions in the real time, so everything is managed automatically without any human intervention. This features makes the customer flow very quicker and it also prevent a lot of problems that could occur in a real life scenario. The automated customer journey feature can also balance workload of different counters and with a dedicated administrative control panel the bank head office or the bank branch manager can control these polices and work flows as well.

Powerful Software Tool & Administrative Control

The modern high-tech queue management system has a powerful software engine and intelligent algorithms which ensure excellent efficiency and ultimate performance. The queue management system consist of an administrative dashboard which is for the branch management and the head-office management, the second part is the agent/server dashboard, which is designed to aid the service delivery process and various other business processes. The agent dashboard can be linked to many other organizational tools and systems which reduce the work of the server/agents and expedite the service delivery process. The administrative dashboard allow the management to remotely manage and monitor the entire queue management system and all connected branches. The head-office can instantly update and push policies to all or selective branches via administrative dashboard and they can perform several other administrative functions.

Our high-tech queue management system is also equipped with ability to integrate with other systems and tools which enables it to share information, data and stats with other systems and get access to the data from other systems within or outside the IT infrastructure of the bank. Such integration expedite the service delivery process and can reduce various customer journey steps. Moreover the integration is also very useful in sharing business intelligence and analytical data with other systems in various reporting formats. The high-tech queue management system is also very capable of triggering alerts and sending notification in real time as per the set policy and parameters.

Reduction in Customer Wait Time and Enhanced Waiting Experience

The high-tech queue management system offers multi-channel sign-up process, virtual queuing and various business process improvements which reduce the entire customer journey hence the waiting time is reduced. The queue management system comes with digital signage and audio-visual announcement system which is used to improve customer’s waiting experience in the waiting area. The digital signage is used to display the live queuing information and banks can also run adverts, multimedia content and engaging material which keeps the customers engaged while they are inside the bank branch. It reduces the waiting stress and improve customer’s waiting experience. The automated customer flow and customer routing functionalities can significantly reduce the customer wait time. The agent dashboard is very helpful in expediting service delivery process which also help reducing the overall wait time of the customers.

The queue management system can also provide live queuing information on other channels such as SMS, mobile apps or customer portals. Which also keep the customer engaged and allow them to remain up-to-date. Which enhances their waiting experience even if they are outside the bank branch. The queue management system can send several alerts and notifications to make sure the customers who are waiting outside don’t miss their turn.

Gather Business Intelligence and Collect Customer Feedback

The business intelligence is the most important part of any digital system or tool. The high-tech queue management system is equipped with smart and intelligent algorithms and analytical engine which enables it to collect the statistical, usage and monitoring data from each and every touch point throughout the entire customer journey. The reporting mechanism is also capable of measuring and monitoring various KPIs for the employees and various other aspects. All this data is collected in real time and then automatically processed, furthermore the administration can also implement various analytical tools to compile reports. These reports help the management to draw precise conclusions to evaluate their current strategies and it also help them identify the areas of the improvements.

The customer feedback is one of the most crucial part of the business intelligence data and it provides a direct window into the customer’s mind. Which help banks identifying the problems with the customer journey or any other business process. The banks can also conduct various surveys to get deeper insight which can be later utilized along with other business intelligence inputs to draw future policies and strategies.

Conclusion

The advanced high-tech queue management system can significantly boost the customer experience and improve their journey throughout the bank branch. The queue management system allows various sign-up channels along with virtual queuing which provide more flexibility and convenience to the customers and visitors. With the help of these facilities the customer are no longer required to physically wait inside the bank branch. In fact they could be signed-up for the virtual queues via virtual or remote sign-up methods. The automated customer flow management and customer routing mechanism automatically control the customer flow and maintain a balanced workload for the employee as well. Which not only reduce the wait time but also help boosting the staff performance as well. Collectively all these factors help reducing the waiting time and improving the customer experience and customer journey. Our high-tech queue management system also help collecting customer feedback and gathering vital business intelligence data which can be later analyzed by the in-built tools to compile reports. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn more about the high-tech queue management system or if you are interested in a quote, feel free to contact us through our Contact Us page or leave a comment below and we will get in touch with you soon.

Check out this blog: Manage Patient Appointment and Journey with Queue Management System

October 10, 2021

What Is Virtual Queuing? A Guide to Virtual Queues

A queue management system is a digital tool that help businesses in managing the daily visitors and customers flow and ensuring they are getting served in the most convenient manner possible. The queue management systems allow the businesses to segregate different customers for different queues as per their needs, and are quite capable of controlling the entire customer flow fully automatically. The automatic management eliminates all human related errors and problems. The customer feel more confident as they know no one else can take their turn and everyone will be served as per their turn. The automation also reduce the workload of the staff and expedite the customer journey and it can improve various service delivery steps. Overall a digital queue management system can offer almost 50% to 60% deduction in the waiting time and in some cases the waiting time can be reduced even more than that.

The queue management systems are not new for the businesses and enterprises in UAE. However, as we all know the technology evolves and grows very rapidly. The demand of a modernized and innovative queue management solution which can enhance customer experience is always high. This demand encourages the manufacturers and system designers to come up with innovative and creative solutions. The customer wait time is the most important factor in customer satisfaction. Studies have shown that an average customer can wait for maximum thirteen minutes, any wait time longer than that will keep reducing the customer happiness and customer satisfaction. So, the business are always seeking ways and techniques to reduce the customer wait time as much as possible. A virtual queuing is one of the most modernized and technologically advanced solution to deal with the wait time and other queue management problems.

What is Virtual Queuing?

As the name suggest virtual queuing is a form of queuing that is virtual. It means that a customer or visitor can sign-up for the queues virtually and the queues themselves would also be virtual. The customers and visitors are provided with a medium to sign-up for the virtual queues by remote or virtual channels. Which enables them to arrive only when their number is called. They don’t have to come and wait in the physical lines to be able to stay in the queue, they can wait anywhere. Since the sign-up process is also virtual/digital which allows them to sign-up from anywhere without being physically present at the branch, this can reduce the wait time significantly. There are several technologies and methods used to provide the necessary digital queuing features such as sign-up, customer calling, providing information, communication and live coverage of the ongoing queuing process and other relevant details.

The virtual queuing can offer all standard queuing features along with some additional features that can literally eliminate the need of waiting at the branch and offer ultimate customer experience. The customer satisfaction and customer happiness is guaranteed. Studies and statistical data is suggesting that a business could witness up to 60% reduction in customer churn rate and also the negative feedbacks and complaints got reduced significantly after implementing a virtual queuing solution. The virtual queuing improves customer experience and help business building a strong relationship with their customers. A good relationship with customers is necessary for customer loyalty, the loyal customers are tend to be a good brand advocate and it is nine to twelve time less expensive to sell to an existing customer than acquiring a new customer. Customer happiness and customer satisfaction directly impact your revenue and growth.

What is Virtual Queue Management Systems?

A virtual queue management system is not different than any ordinary queue management system, in fact a virtual queue management system have all basic features of a traditional queue management system along with additional features that made it a virtual queue management systemwhich will enable virtual queuing processes. As each business is different and have its own unique set of methodologies and business practices which distinguishes it from others, that is why the queuing requirements and policies are also different. However, there are some basic features of a virtual queue management system which enables a fully-virtual queuing experience for the customers and also allow the businesses to implement their policies and strategies. Here are some basic virtual queue management system components and features:

Virtual Sign-up
- Online Channels
- Mobile Apps
- QR Code
- Traditional Channels
Virtual Waiting/Queues
Multi-channel Remote Queuing Information Updates
Traditional Queue Management Components
- Counter Plates
- Digital Signage Screens
- Ticket Dispensing Kiosk/Terminal (Optional)
- Audio-Visual Announcements and Customer Calling
Administrative Control Panels and Agent Dashboard
Server Application or Queue Management Server
Third-party System Integration
Customer Feedback Module/System

These are some of the basic features and components that a virtual queue management system must have. However, it is always best to go for a customized queuing solution. The customization allow the business to integrate the queue management system more effectively into their existing infrastructure. Business can link other systems and the central information center or database with the queue management system to make the management and monitoring easier and such customization also enhance the current business practices and work flow. Usually when businesses go for an off-the-shelf solution they might have to make some adjustments to their existing processes and work flow which could make the administration a bit more complex. Anyways, the customized queuing solutions and ready-to-deploy systems both are equally popular in Dubai and all around the UAE. The efficiency and effectiveness of the solution will be determined by the requirements and objectives of the business.

How Virtual Queuing Works?

The virtual queuing doesn’t require your customers and visitors to be physically present at the business to sign-up for the queue or to wait in the queue, in fact these two functions can be done virtually/remotely. Another major difference is that it supports virtual queues, it means whether the customer or visitor is physically present in the queue or not they can still be treated as present in the queue and their turn will come accordingly. This provides ultimate freedom and convenience to the customers and visitors. Basically the main objective of deploying a queue management system is to reduce the wait time, organize the customer flow and improve the customer experience. Here is how the customer journey is through the virtual queue management system:

Virtual Queuing: Sing-up

The sign-up process for virtual queuing is usually by the remote channels. Some retail businesses and small branches also offer QR Code based sign-up. The customers can scan the QR Code and will directed to the mobile ticket issuing page and can sign-up there and get a mobile ticket issues instantly, the same page can also provide the queuing updates and other relevant information. Here are some most popular channels used for virtual queuing sign-up:

Smartphone Applications
Online Customer Portals
Online Appointment Booking
Email, Call, SMS, etc.
QR Code

The customer can sign-up by any available method and channel and will get the ticket issues. The business can also provide queuing information to the customer by multiple mediums.

Virtual Queuing: Waiting

There is literally no actual waiting with virtual queuing. The customers are completely free to wait anywhere they want, all they need is to sign-up from any available channel and then wait for their turn. The customers can arrive at the business at the very same time of their turn or when their ticket number is called. This completely eliminate the wait time. The businesses also don’t have to stress much about managing a large number of daily foot fall or crowed formation in the waiting area or any other problem. The businesses can easily implement social distancing polices with a virtual queuing enabled queue management system.

Virtual Queuing: Service Delivery Experience

The service delivery experience or the customer’s interaction with the agent/server is always better with virtual queuing. As the customers are not bound to sit in the waiting area and there is no compulsion of standing in the lines, the customers who arrive at the counter are always fresh, happy, and cooperative. On the other hand as there is no burden of managing the customers and there are not distractions for the employees the agents/servers are also happy and satisfied, they have balanced workload and they have enough time to focus on their primary tasks. This has double effects on the customer experience and the customers being more cooperative and understanding and the staff more active and happy lead to a superior service delivery experience and good quality service.

The virtual queue management systems can also facilitate the service delivery process, this can be achieved by integration the queue management system with other systems and central information center to facilitate the agents/servers via their dedicated agent dashboard. So along with reducing the wait time to literally none the business can also ensure a quicker and good quality service delivery.

Virtual Queuing: Customer Feedback

The customer feedback is a very important part of business intelligence data. It provides a deeper understanding of your customers as well as it provides a chance to accurately evaluate the effectiveness of various business processes and business resources involved in the customer journey and customer experience. A virtual queuing enabled queue management system can collect customer feedback from various mediums and channels. For example if a customer is signing-up via mobile app or SMS, then the customer feedback can be collected from the same channel as the same channel was already preferred by the customer. This increase the customer response rate and help businesses improving their relationship with their customers and the customer feedback is also good to promote a positive brand image and brand identity.

What are the Benefits of Virtual Queuing?

Whether it is a small business, retail store, large enterprise, government department, bank, hospital, university or collage, or any other organization, the only thing that everyone want is to improve the customer experience and customer journey to achieve the highest levels of customer satisfaction. The customer satisfaction can directly impact the business reputation and brand identity. Which is critically important for growth and profitability. The virtual queuing enabled queue management systems are way too effective in doing that than comparing to traditional queue management systems. Here are some key benefits of virtual queuing enabled queue management system:

Reduce Wait Time: The wait time can be reduced to literally none due to virtual queues and remote sign-ups.
Multi-Channel Sign-up: The multi-channel remote sign-up facility offer freedom and convenience to the customers.
Effective Crowd Prevention:Automatic in-built smart algorithms controls the number of the active queues as and monitor everything in real-time to prevent the crowd.
Social Distancing Enabled: Implementation of the social distancing is very easy with virtual queuing, the business can easily set the number of customers they can facilitate at any point of time.
Boost Employee Efficiency:The virtual queuing takes off a lot of the work load of the staff and help improving the employee efficiency.
Smartphone Applications: The virtual queue management system can provide integration with the smartphone apps or can also offer dedicated smartphone applications, both are very effective to facilitate the customers and visitors.
Third-Party System Integration:Like any other high-tech business solution the virtual queue management system also support third-party system integration which help businesses to offer a variety of functionalities and help improving business processes and service delivery mechanisms.
Higher Profitability: The virtual queuing can significantly reduce the expenses by boosting employee performance, enabling the business to optimize resources and by increasing customer retention and the customer satisfaction also increase revenue and reduce cost.
Customer Feedback: Virtual queuing offer a variety of communication channel which can be utilized to collect more and highly accurate customer feedback data.
Reports, KPIs and Business Intelligence: Like any other modern system the virtual queue management system can capture data from all customer touch points as well as it can effectively monitor various KPIs. It can provide actionable reports and integrate data with other systems too which results in a great business intelligence collection.

These are some of the key benefits of the virtual queuing or virtual queuing enabled queue management systems. There are several other benefits too which all can’t be mentioned in this article. The studies have shown that the virtual queuing is way more effective than traditional queuing methods.

Important Things to Understand before Switching to Virtual Queuing

In Dubai and all around the UAE more and more businesses and organizations are switching to the virtual queuing. In fact since the early 2020 the virtual queuing adoption rates have been doubled or even more in the recent few months in the UAE and in many other regions worldwide. However, before you switch to a virtual queuing business model here are some things that you should consider:

Waiting Area: Switching to virtual queuing doesn’t mean that you no longer need any waiting area, in fact there will be some customers who would wish to wait inside the premises to wait for their turn.
On-Site Check-Ins: Similarly there would be some customers who would like to go with the more traditional way, so keeping a traditional sign-up kiosk or ticket dispensing machine is always better.
Digital Signage: You will still going to need the digital signage to display the active queues and other queuing information even if your customers are just there for a brief moment of time. Provide all the necessary queuing information on the on-site digital signage.
Educate and Train your Staff and Customers: Obviously whenever a business implement a new system or solution it should train its employees and staff to be able to operate the system at its full potential. Apart from staff training your customers and visitors will also need training and education about the virtual queuing. The best solution is to place digital signage and run training videos and share the details of the process with your customers and audiences by all available channels.

Business and organizations who are switching to the virtual queuing often neglect these things and miscalculate the initial impact of the new technology on their customers and staff. It is important to switch to the virtual queuing with full preparation, which is why most of the modern virtual queuing enabled queue management systems also offer all the traditional queuing features.

Read More: Queue & Waiting Time Management

Conclusion

A virtual queuing is method of queue management which allows the customers and visitors to sign-up virtually/remotely for the virtual queues. This means the customer don’t have to be physically present at the business to sign-up for the queues and they also don’t need to wait in the physical queues or in the waiting areas to remain in the queue. The virtual queue management system is a very advanced queue management system with additional feature that enables the virtual queuing process. Customers and visitors can sign-up using various remote channels and they can get the status and updates through multiple convenient channels. These features can significantly improve the customer experience. The customer flow can be managed automatically and the customer journey can be reduced significantly. The virtual queuing also improve employee performance and enable the business to optimize the resources which reduce the expense and also increase profitability.

A good customer experience and customer satisfaction lead to higher customer loyalty, which further improve brand reputation and let business build strong relationship with its customers. In long term the virtual queuing have so many benefits which can help businesses to maintain a steady growth and improve brand image. RSI Concepts is a leading queue management system provider in Dubai, UAE. Our virtual queuing solutions are helping businesses to achieve their goals and objectives. If you are seeking a virtual queuing solution or if you want to learn more about it, feel free to contact 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 blog: Top 10 Virtual Queue Management Benefits

September 28, 2021

How The Technology Improve Your Business Using the Queue Management System?

The technology is always helping businesses and enterprises to boost their performance, improve their productivity and profitability and to ensure the ultimate customer satisfaction. Everything here is connected to each other, the operational efficiency lead to good performance the good performance results in higher profitability and customer satisfaction which in long term help building good reputation and a positive brand identity, which is also very helpful in retaining the existing customers and acquiring the new ones. It is a kind of loop and the queue management system is the center point for this perpetual loop. Business and enterprises in Dubai and all around the UAE are considered to be fairly advance and high-tech, they are intensively relying on modern technologies and innovative solutions. The country is known to be among the most technologically advanced nations in the world.

Whoever is living in Dubai or any other part of the UAE must have had an interaction with technology while dealing with a business or enterprise. The technology is everywhere, the smartphone based solutions, self-service and the digital solutions are widely used to improve customer experience and customer journey. Especially the service based sectors are heavily relying on queue management systems to manage their customer flow and customer journey. The queue management systems are a great tool to maximize the operational capabilities with less resources and expenses and they queue management systems are also very helpful in providing an excellent customer journey and enhanced customer experience.

Here are some key benefits of the queue management systems and technology:

Queue Management Systems Reduce Wait Time

The most important factor in any customer journey is the time. How much a customer will have to wait to get served and how much time the service delivery takes will determine the level of customer satisfaction and customer happiness. There are two types of wait time, one is the actual wait time and the other is the perceived wait time. The actual wait time is the actual amount of time it requires from signing-up for the queue to getting the service and exiting the premises. However, the perceive wait time is what a customer feels the wait time is. Usually when managing the queues and customer flow manually with the help of the staff the customers and visitors don’t have any clarity on how long it will going to take them to wait to get served. This makes the wait time feel like more than what it actually is. Customers and visitors always tend to perceive wait time value a lot more than the actual wait time. However when a business of enterprise is managing the customer flow and queues with a digital queue management system this perception is reduced. The customers have more clarity and they know the lines and the flow is managed properly with the help of technology so the wait time will be less.

Moreover the queue management systems also provide an estimated value of the remaining time which is either printed on the ticket itself or either shown on the digital signage or both. This also have a very positive psychological effect on customers’ minds. The fear of unknown is in-built in human brains, when we don’t know about the future we got stress hormones released, which ruin the waiting experience. So with the help of the technology the queue management systems can reduce these types of psychological factors and improve the customer experience and customer journey. Furthermore when the queue management systems are used the entire customer flow is managed digitally and automatically, so the customer flow is quicker, the agents and staff are freed from extra work required to manage the queues, which increase their performance and further reduce the wait time. It is an estimate that an average customers start getting stress after thirteen minutes of wait time. With the help of technology the strass and wait time both can be reduced. The businesses and enterprises have two solutions either they increase the counters, which is extremely expensive or in some cases impossible, the alternate is a technology-enabled efficient queue management system.

Queue Management System Automate Customer Journey

The queue management systems are built on a very smart technology, it can easily drive automation and efficiency. With the help of a queue management system the businesses can easily automate the entire customer journey. In a customer journey after the wait time the next important thing that affects the customer experience is the customer flow. If the customer flow is inefficient it will not only waste a lot of time but it will also create other problems. For a simple and small queuing requirements the customer flow is fairly simple. But in case of a complex facility, where there are multiple counters and multiple queues the customer flow and customer routing become more complex. A queue management system is not only capable of managing such scenarios with better efficiency but it is also helpful in improving staff performance too.

The queue management system has an interactive sign-up self-service kiosk. Which enlists all of the available services, the customer can choose appropriate service from there and get themselves signed-up for that particular queue. Hence they will always wait in the right queue and there could be no confusion whatsoever. Furthermore in some scenarios some businesses offer stepped-services, these services are delivered in multiple steps. In order to get a single service delivery a customer will have to go to multiple counters/agents. These are called stepped services. A queue management system is quite capable of handling such scenarios. In addition to that the queue management system can also take real-time decision, for example, the queue management system can effectively re-route or balance load for different counters. If a counter is quicker than the other, it means it can handle more customers in a single shift, so the load can be managed accordingly, the ultimate goal is to maintain a unified customer journey and customer experience for all customers and improve efficiency.

Queue Management System Improve Employee Efficiency

The employee efficiency is vital for any business or enterprise. If your employees are not working on their full potential then you are bleeding resources and revenue. This will harm you badly and it could be very dangerous in long term. The employee efficiency is not only improved by training, there are a lot many other factors too. For example if the queues are managed manually then the employees will have to work on the queues and managing the customers too. This will distract them from their primary tasks and they would be exhausted soon, so when a customer will reach to them they could be either occupied or either exhausted and most likely fail to provide good quality service. Which will impact the customer experience and customer journey too. In fact it has double effect on that. One is the customers will also be stressed and anxious due to poorly managed queues and other such problems, then they will meet with the employees who are also distracted and occupied, this will have impact their interaction very badly and the chances are the employee will end up unhappy and unsatisfied.

However, with the help of queue management system technology, the customer journey can be automated and managed by the system which will free the employees from additional work, it will keep them highly focused on their primary tasks. It will also improve customer flow and reduce wait time, the highly managed queues and other benefits of the queue management system such as improved waiting experience will make the customer happy and when they will reach at the counter they will be welcomed by very active and alert employee who will provide them excellent service, the customers will leave happy and satisfied and they will have a great perception of the brand in their minds. This will boost their loyalty and help business to establish a good brand reputation. The positive brand identity and good reputation not only build good relationships with the customers but it also help businesses in acquiring new customers with more ease and less cost. The loyal customers are also tend to be a good brand advocate, which is also very helpful for promoting the brand and it improves conversion rate.

Queue Management System Collects Customer Feedback

The customer feedback collection technology is not new. When it is integrated with a queue management system it can provide great advantages. There are separate different ways to collect customer feedback the most effective way is to collect the customer feedback immediately after they had an interaction with a business. When businesses and enterprises ask their customers to share their experiences and feedbacks with them, the customers feel important and like to know they are being listened to. That has a very pleasant impact on the business customer relation and it increase customer loyalty. When a business start collecting customer feedback and take actions to address their problems and concerns the business automatically gain the trust of its customers and the customers start relying on them even more. The customer feedback is very important for understanding the customer’s mind, their problems, their needs, their expectations and market trends. Businesses can also utilize the customer feedback to assess and evaluate their policies, processes and methodologies.

The customer feedback is also very helpful in highlighting the areas of improvement and it provide a deeper understanding of the strengths and weaknesses of a business. Businesses can improve their products and services on the bases of customer feedback and they can make policies and change their practices in order to facilitate the customers and to make their experience more pleasant and attractive. Businesses in Dubai and all around the UAE are heavily investing in their infrastructure, training programs and improvements in their products and services, the only thing that most of the businesses overlooked is to know what the customers are thinking about all those efforts? This is very crucial for a business’s success. The customer feedback is the best way to evaluate and assess all those efforts and investments and the queue management system is the most efficient tool to collect highly accurate customer feedback data with higher customer response rate.

Usually when a business collects customer feedback by different mediums the biggest problem businesses face is the low customer response rate. Whether it is NPS Score, CES Score, CSAT Surveys or general purpose customer surveys the problem with all of them is the low response rate. Earlier businesses are collecting the customer feedback via their call centers, which is very expensive and it also happen to have low response rate, then businesses start using SMS, Emails, Websites and other tools, all of them had one issue, low customer response rate. One of the main reason of low response rate is the length of the survey, if customers are being asked to provide their contact details and other information before or after the feedback they usually quit the survey, there are several reasons for that. However when a customer feedback system is integrated with a queue management system it doesn’t require that, in fact the queue management system can automatically identify the customers by comparing the customer details from the service counter and the time of the feedback. As the customer feedback is collected through touch screens and tablets which are placed on each counters so the system can exactly know at what time which customers was there and who have submitted the feedback, this significantly increase the customer response rate and such scenario also provide more accurate feedback data.

Queue Management System Collects Business Intelligence

The modern day queue management systems are equipped with high-tech tools and latest technologies, which are not only just managing the customer flow but are literally transforming the customer journey and customer experience, on top of that the queue management systems are also providing a great source of business intelligence which help business in decision making and helping them to easily understand their customers’ needs and expectations. The queue management systems can easily collect business intelligence data from all touch points and they can also measure the employee KPIs and other indicators to provide a clear picture of the performance of the system, employees and other factors involve in the customer journey. All these data points and customer feedbacks collective form business intelligence data which can be linked to other enterprise tools and systems to link them to the central information center.

All modern day queue management systems have in-built data analytical and processing technology which help businesses to compile actionable reports from the business intelligence data. These reports can be extracted in various different formats as per the needs. These business intelligence data and reports enable the business to immediately understand and highlight any problem and let them make informed decisions. Furthermore the queue management systems come with in-built tools which help business to set triggers on certain events, automate report generation and sharing on the bases of the requirements and their internal work flow. For example the branch manager will be provided with a monthly report at the end of each month, the supervisor can receive weekly reports, and the head office can schedule quarterly reports and so on. These tools and functionalities are very helpful for the management and provide them real-time progress and performance updates.

System Integration with Queue Management System

The system integration is a very powerful technology it enables two completely different systems to share data with each other. Mainly the system integration is used to improve efficiency and to ensure each and every system user is being provided with the latest data and updates. In case of a queue management system the system integration is mainly done to share customer data, reports and feedbacks with other departments and management. For example there is a business with multiple branches and one head office, the head office creates and controls the company policy and push it to all the branches. This requires a centralized control and management, which almost all modern queue management system offers. This enables the head office to monitor and manage all of their branches in real-time. For example the head office want to add a new services and want to make it available on all of the branches, the queue management system allow the head office to add that service to each self-service queue sign-up kiosk and so on. Moreover the system integration also allow the queue management system to fetch or push data to the central information center or any other business tools or enterprise system.

The data integration allow the businesses and enterprises to offer innovative solutions and customize the queue management system and in fact the entire customer journey as per their very specific requirements. This is what distinguishes a business from the competitors and provide their customers with a unique and excellent customer journey and customer experience. The queue management system’s data sharing and system integration also allow the businesses to improve the service delivery process. The self-service queue sing-up kiosk can be equipped with technologies which allow the business to identify the customers at the very first step of their journey which is the sign-up for the queue. This can be done by EID reader, Facial Recognition, Biometrics, Barcode/QR Code, RFID or many other different ways. The customer identification enables the queue management system to automatically push the customer details and data to the agent/server dashboard hence the agent don’t have to do that, this skip the data entry step or customer identification step from the service delivery and make it more quicker and smoother. Which have a very pleasant effect on customer happiness and customer satisfaction.

Conclusion

The technology is transforming our daily lives, so does the businesses and market trends. A queue management system is an essential tool for service based industries and business sectors. The queue management system technology have evolved over the past few years. The modern day queue management systems do a lot more than just managing the queues. The queue management systems have evolved into a customer journey transformation tool. The queue management systems reduce the wait time, improve service delivery process, improve customer experience and ensure ultimate customer satisfaction. The queue management systems are also very helpful in improving employee performance. Businesses can collect vital business intelligence data from queue management system such as system usage details, queuing stats, employee KPIs, busy hours details, popular products and services, customer feedback and much more.

Furthermore, this data is processed and analyzed by the high-tech in-built software analytical engine to compile highly accurate actionable reports. Which help businesses in evaluating various aspects of the customer journey and performance and also enables them to highlight the areas of improvement. With the added benefits of system integration and remote management for the higher management and head office the queue management systems are incomparable. RSI Concepts is a leading queue management system provider in Dubai, UAE. If you need help in customer journey transformation or want to implement a new solution, feel free to 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 blog: Queue Management System with Facial Recognition Technology

September 15, 2021

Queue & Waiting Time Management

Queue and waiting time management is a crucial part of the service-based industry. Businesses and organizations in Dubai and all across the UAE are eagerly seeking ways to improve their queue management and customer wait time management. Basically, the customer journey and customer experience are what will decide if a customer will do business with the brand or not. If a customer has a bad experience they will most probably avoid that brand, if they had a good experience they will prefer to deal with the same brand again and again. This is what is called customer retention. Customer retention is based on customer loyalty, customer loyalty heavily relies on the customer journey and customer experience. The customer journey and customer experience are heavily depending upon the queue and waiting time management. It might look like a long shot but it isn’t. These all factors have cascading effects and act like dominos, one’s fall leads to the fall of the next and eventually, the entire structure falls apart. That is the reason why queue and waiting time management is so important.

The cost is also an important factor, it reduces profitability. If businesses are adding up new counters and hiring more staff, it is easy to understand that this will have a cost and running expense also. If businesses are not adding more counters they will fail in reducing the wait time, as a result, the customer churn rate will increase, the customer retention will decrease and customer loyalty will decrease. On top of that, the business will lose its reputation. A negative brand identity is very bad, it affects everything. It directly impacts the cost of acquiring new customers and the businesses will end up investing a lot in the marketing and brand identity building efforts. However, a simple queue management system can save it all. The queue management system not only makes the queue and waiting time management easy but also has other benefits such as improving customer journey and experience, collecting customer feedback and business intelligence data, etc.

Here are some benefits of a queue management system and how it can help businesses and organizations in the queue and waiting time management:

Queue Management System Manages Customer Flow and Organizes Queues

The entire service-based industry in the world is investing a huge amount of hard-earned revenue and resources to improve customer experience and customer journey. From interior and lighting to wait for time and agent’s behavior everything contributes to the customer experience and customer journey. Businesses and organizations in Dubai and all around the UAE are eager to improve customer journeys and customer experiences. The wait time has a huge influence on customers’ experience. Several studies have shown that an average wait time threshold is 10 to 13 minutes only, which in most cases is even more than the service delivery process. Any time longer than that will start impacting customers negatively. As much as the waiting time increases from the threshold limit the customer experiences a decline. That is why the reduction in the wait time is the top priority. Obviously instant service delivery requires a huge number of active counters, which requires a large number of trained employees, and that cost is not realistic. The businesses should optimize the number of counters and the wait time to achieve a balance that can provide optimum customer waiting time and also ensures maximum profitability.

A queue management system is a very capable tool, it controls and manages the customer flow. The sign-up and customer flow are digitally controlled. There is no human factor involved. This makes the process very efficient and agile. The customers and visitors also don’t have many complaints. As the system is controlled by the computer so customers and visitors also tolerate much more. The well organizes customer flow reduces the wait time and also help the employees to focus on their primary tasks, which is service delivery and related jobs. This expedites the service delivery processes as well and further help to reduce the wait time.

Queue Management System Reduces the Actual Wait Time and the Perceived Wait Time

Another advantage of a queue management system is that it also help improving the ‘perceived wait time’, the perceived wait time is always longer than the actual wait time. For example, when a customer is sitting in the waiting area, they might think they are waiting for too long, however the actual time spent is not that long. This is something that involves human psyche. Our brain tend to perceive time slowly if waiting in a bored environment. A queue management system includes large digital signage screens. These screens can play multimedia content which can divert customers form waiting time. This improves customer engagements. Moreover the screens also display live queuing information and ongoing activates along with audio announcements, which also keep the user distracted, active and engaged and the perceived wait time get reduced. Thus the queue management system not only reduce the wait time but it also help improving the waiting experience.

Queue Management System Automates Customer Journey and Reduces Wait Time

The queue management system are very helpful in automating the customer journey and customer routing. Most often in Dubai and all around the UAE businesses are offering multiple services through multiple counters. There are two major factors that can improve customer flow and customer route, one is the smart load management for each counter, and the second is automatic customer journey and customer routing management. Each business has different methods and businesses practices, the queue management system helps implementing company policies easily. If a business has multiple branches the head-office can implement the company policy instantly throughout the entire network. The customer routing and load management could also be configured as per the company policies. Each employee works differently some are more capable some are less. Some perform better is busy hours some couldn’t. These all things impact the customer journey and customer wait time. In case of stepped services, where a single service delivery requires a customer to reach to several or at least more than one counter is a bit more difficult to manage manually, however with a queue management system the customer routes and journey can be managed automatically as per company’s policies. This saves a lot of time and accelerate the customer flow.

For example, a business have five counters with ten different services. The first two counters are only exclusive for the top two services and top two of the remaining services can be delivered by any counter and rest can be delivered through the three other counters. That may sounds like a very complex scenario but it isn’t. Usually businesses divide their counters and services to improve customer experience, employee efficiency and profitability. Let say the two agents out of the five are more trained and experienced so assigned to deliver complex services or for VIP or Premium customers. The remaining staff is sufficiently trained for all other services. If the customer journey and customer journey and customer routes are managed manually, it could be a big hustle for both the customers and the employees as well. This is where a queue management system significantly improves productivity and profitability. The entire process can be automated, the customer journey can be cut short, the wait time will be reduced and the employee performance will be increased. This will result in better resource management and due to automation only a limited amount of human resource will be needed which will increase the profitability.

Queue Management System Help Managing the Queues and Reducing Wait Time by Improving Employee Efficiency

The employee efficiency plays an important role in customer wait time. If your employees are efficient and proactive they will be able to work efficiently and they will also be able to deliver good quality of work which will increase customer happiness and customer satisfaction. Without a queue management system the employees will have to manage the queues and customer flow manually. They could easily get distracted from their primary tasks. They could easily get overloaded during the busy work hours. The employees will fail to perform at their maximum efficiency. Which will further increase the customer waiting time. There are other aspects too such as when queues are managed manually customers have too many complaints about the mismanaged queues, employees, line jumpers, etc. Customer could easily end up in wrong queues which will again create problems for both customers and the agents. Such things will keep the employees busy in managing and calming the customers and visitors, which will reduce their performance and efficiency. The employee will be exhausted during the initial few hours of their shift, which also impacts the customer experience and increase wait time.

With a digital queue management system the employees don’t have to worry about such things. They can easily focus on their primary tasks. The queues, customer flow, and the entire customer journey will be managed by the queue management system which itself reduces the wait time a lot. Moreover the employees will have more time to perform their pre-sale and post-sale tasks, which will reduce the service delivery time which results in less waiting time. Moreover when the employees work under a balanced workload they don’t stressed out and they remain more focus, sharp and active at their tasks. These factors not only increase employee efficiency but they also help improving the customer journey and customer waiting time.

Queue Management Systems Collect Business Intelligence Data

The queue management systems collect business intelligence data to identify the areas of improvements and factors which are impacting the queues and customer waiting time. The businesses intelligence is a collective data coming from various feeds and sources. The data is then processed and compiled up in actionable reports. On the bases of this data the businesses can easily identify the areas of improvements and the factors which are consuming the most wait time in the customer journey. This enables the businesses to setup and configure their queue management system and tune up their other policies and strategies to ensure the improved queue management, better customer flow, lower customer wait time and better customer experience. There are different types of business intelligence data. The three main sources of business intelligence data is the queue management system’s usage and other stats, employee KPIs and the customer feedbacks. The queue management system has ability to capture data from various points and various levels. It can accurately measure each customer’s journey, service delivery time, wait time and much more. The employee KPIs are very helpful in assessing and evaluating the employee performance. The customer feedback provide deeper understanding of the customer journey, their expectations, needs and on-going market trends.

Collectively these all various sources form the business intelligence. Which is processed by in-built software engine and tools. Later the data is extracted in the form of various reports. The queue management systems provide different types of reports meant for different audience. These reports and customer feedback help businesses to identify the areas of improvements. For example the queue management system pointed to a particular service which takes longer than usual time. The businesses can plan to modify the service delivery mechanisms or practices in order to make it faster. Let say an employee is very good at certain services and not so efficient at others, the business can identify this by using the KPIs, and then they can either plan training for that employee or make sure that he remain appointed on the services with good efficiency. Such things are helpful for businesses to plan for future strategies, make policies and take actions for better queue management and lower waiting time.

Conclusion

The queue and waiting time management is a most important aspect of customer journey and customer satisfaction. If the customers are not happy and satisfied with the service they have or their experience throughout the entire customer journey, they will immediately leave the business or organization. If they had a good experience they will stay and become a loyal customer. The loyal customers are a very precious asset of any business the entire business success can be based on the customer loyalty and customer retention. It is nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customer. The queue management and waiting time dominates the entire customer experience and customer journey. No matter how good your services or products are if your business practices and service delivery methods are not good and customers are leaving unhappy and unsatisfied, they will eventually switch to others. A digital queue management system have completely revolutionized the queue and waiting time management.

A queue management system automate various aspects of the customer journey, it can effectively manages the queues without getting affected by the quantity of the incoming customers and visitors. It manages the customer routes and automatically control the customer journey. It effectively distribute customers among the relevant counters and reduce the workload of the employees. Collectively these all factors results in huge reduction in the customer waiting time and excellent queue management. Moreover the queue management system also collect crucial business intelligence data to evaluate and assess each and every customer touch point. The queue management system can also effectively manage the employee performance. This help the management to further take steps and make policies to ensure the smoothest customer journey and a satisfactory customer experience. RSI Concepts is a leading name in queue management system providers in Dubai, UAE. If you need help with your queue management or branch transformation and customer journey management, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.

Check out this: Impact of a Queue Management Software on Staff Productivity

September 11, 2021

The Ultimate Guide to Queue Management

In any service based industry in Dubai or anywhere in UAE the biggest problem every business and customer face is the long wait time and hard to manage queues. No one likes to wait. Whether you are a bank, a government office, a healthcare facility, an educational institute, a service provider or anything else, you will always find it difficult to manage the queues and your customers will always complaint about the long wait time. This not only ruin the customer journey and customer experience but it also destroys the brand reputation and the customer relationship. Which could have very bad consequences in long term and could jeopardize the future of the business or organization. It is difficult to completely eliminate the waiting, but it can be reduced, organized and managed to make the customer waiting experience more pleasant and their journey more satisfactory. For that a queue management system is used.

What is a Queue Management System?

A queue management system is used to manage the customer flow effectively, organize the queues, and reduce the customer wait time. This is the very basic definition of a queue management system. However, these days the business and organization in Dubai and all around the UAE are using the queue management system to transform the customer journey and customer experience. The main goal for any business of organization is to have satisfied customers. That is what a queue management system is used for. But it also provide other benefits, such as it increase employees’ work efficiency, it help improving profitability, reduces expenses and help improving customer relationship with the brand. The queue management systems are also a great source of valuable business intelligence which is vital for decision making and planning for the future. From the technical point of view a queue management system is a tool that help building and managing queuing processes, waiting line disciplines, customer routing, services channels, KPIs, feedbacks, statistical data and much more.

The digital queue management system consists of several different parts but all these parts can be classified in two main categories, the software and the hardware.

Queue Management System Hardware Components

A variety of hardware accessories and components can be added and integrated in a queue management system to achieve certain functionalities, however there are some essential queue management system hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk
Digital Signage Screens
Counter Plates
Announcement System/Audio System

Some non-essential but popular components are:

Emirates ID Card Reader
RFID Reader
QR Code Reader
Payment POS and/or Cash Acceptance

There are a lot many other components that can be added to meet certain needs and unconventional requirements. Here are the details of all essential hardware components:

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk

The self-service interactive sign-up kiosk or ticket dispensing kiosk is used to allow the customers and visitors to sign-up for the queues. Usually a business is offering multiple services, and mostly certain counters are dedicated for certain services. Whatever the case is, a customer or visitor can select the desired service from the available services list and sign-up for that queue. Even if there is only one counter the self-service interactive kiosk is helpful for sign-up process, it saves time and automate the sign-up process. It also dispense a ticket bearing the customer number in the queue with estimated time to their turn or any other additional information or marketing content.

Digital Signage Screens

The digital signage screens are a very important hardware component of any queue management system. The screens are used to display the real-time queuing updates and other relevant information. It can also provide the list of the active counters along with the current ticket number serving on the counter. Businesses can also display the estimated time for the next few customers in line. Such information are very helpful in improving customer’s waiting experience. Moreover, the digital signage screens can also play multimedia content on it which keep the users engaged and also make their waiting experience pleasant.

Counter Plates

The counter plates are small digital displays that are placed on each counter. Usually these are small elongated LCD screens or LED displays, which display the counter number and also the active ticket number. Such information is very helpful for customer in finding their service counter.

Announcement System/Audio System

As the name suggest, it is a sound system used for customer calling and it can make announcements for the ticket number along with the counter number and any other required details. The audio announcement system consists of multiple speakers which are placed in different location to make the announcements audible for everyone in the waiting area. The announcements can be bilingual i,e English and Arabic or also in any other language.

Queue Management System Software Components

A queue management system software is an intelligent application and a well-crafted control console for the management. The software is used to implement policies, monitoring, and aiding queuing processes as well as it can also help improving various service delivery processes. The usually queue management system have a standard software application which is hosted on a server, it can be hosted in online hosting, cloud, or local/in-premises data center as well. The interactive kiosks, announcement system, digital signage and the agent computers are linked with the queue management system server application. The application also provide the administrative panel and control console. Here are some essential queue management system software components:

Administrative Control Panel
Agent Dashboard
Self-Service Interactive Kiosk User Interface
Digital Signage Controls
Reporting and KPIs Monitoring Module
Statistical Data Analytical Engine
Customer Feedbacks

Here are some popular queue management system software components:

Virtual Queuing Module
Appointment Booking System
Mobile Apps
QR Code Module

Here are the details of essential queue management software components:

Administrative Control Panel

The administrative control panel is basically a control console for the entire queue management system. The businesses can add and manage multiple branches. Multiple system users can be added as per the administrative hierarchy. The businesses can add head office users, higher level managers, branch managers, employees with various access levels, agents and other system users. The administrative control panel makes it easy to integrate the queue management system in the business and organization management and work flow.

The Agent Dashboard

The agent dashboard is the agent control panel. The agent can manage and control queues. They can utilize the customer calling functionality to call customers and make announcements. The service delivery related features can also be integrated in the agent dashboard to improve the service delivery process and quality. The system integration with other systems such as customer data base, sales system, CRM, etc. can be achieved via APIs which is a very secure and most efficient way for such data integration and synchronization.

Self-Service Interactive Kiosk User Interface

The self-service interactive kiosk user interface is the very first touch point of the customer. The customer generates their ticket number from the kiosks and sign-up for their queue. The interface can provide functionality to select from a list of available services as well as it can provide relevant information and any other functionality required for the sign-up such as scanning of the Emirates ID card or making payment for the service, etc.

Digital Signage Controls

The digital signage controls is a part of the administrative control console, it allows the management to run multimedia content on the digital signage screens along with the queuing information and other updates. The signage controls allow the management to perform basic digital signage functionalities to improve the user engagements and interactions during the wait time.

Reporting and KPIs Monitoring Module

The queue management system software has capabilities to monitor and capture data from each and every touch point of the customer journey. It also record valuable statistical data and measures various KPIs and other indicators. Which is very helpful for the management and make them able to make informed decisions on the bases of highly accurate data feeds from various sources.

Statistical Data Analytical Engine

The statistical and data analytical engine is also a part of the reporting module but it is a very useful component. It analyze the data and allow the management to extract the data in multiple format. It also help the management in creating reports with visual and graphical analysis and data presentations.

Customer Feedbacks

The customer feedback is a very important and essential part of business intelligence. It provides a direct window into the customer’s minds. The business can utilize the feedback to evaluate each and every aspect of the customer journey, the quality of the service and products, the employee performance and much more. The customer feedback along with other business intelligence highlights the areas of improvements and enables the management to take actions and make strategies for future improvement to maximize the customer satisfaction and quality of the service and products.

How to Choose a Best Queue Management System?

When it comes to the queue management system there are so many different vendors and systems available in the market. Businesses often get confused when they are selecting a queue management system. There are also some popular brands which advertise their systems with different brand names. However, there are certain things that a business should consider while selecting a queue management system to make sure it will be helpful in solving their problems.

Here are some key points to consider while selecting a queue management system or configuring/customizing a queue management system:

What are the Different Queuing Process Types?

The queuing process is basically managing the queues, streamlining the customer flow and improving customer journey. However there are certain service delivery mechanisms which are different for each business and that is how a business should chose a queuing process for their queue management system:

Single Phase Single Channel Queuing

When a business has single counter which serves each customer and a full service isdelivered through a single counter it is called single phase single channel queuing.

Multi-Phase Single Channel Queuing

When a customer will have to go to multiple counters to get a full service delivery and each counter serves a single step of the service it is called multi-phase single channel queuing.

Single Phase Multi-Channel Queuing

When a single service can be delivered at a single counter and there are multiple counters who can serve the same service it is called single phase multi-channel queuing.

Multi-Phase Multi-Channel Queuing

When a single service delivery requires a customer to visit multiple counters and for each step more than one counters are available it is called multi-phase multi-channel queuing.

How the Branch, Office or Facility Operates?

The capacity of the branch, office or customer service center is also important and it will help you selecting an appropriate queue management system which will meet your needs. Here are some important things that you should understand about the facility:

The Population of the Customers

The population of the customers or daily footfall is classified in two categories, one is limited and the second is unlimited. Facilities like boarding counters and clinic have limited number of expected customer or daily footfall. Facilities like customer service centers and banks doesn’t have a limited or pre-defined number of expected customers or daily footfall.

The Method of Arrival

The method of arrival is also important. Usually business operate on single arrival mode, it means that each customer will come individually. However some businesses are serving customers in group arrival mode. It means the customer will arrive there in form of a large group such as Immigration Services, HR Departments, etc.

The Infrastructure of the Facility

The infrastructure of the facility is also important. A business should consider the number of counters, space for the queues, capacity of the waiting areas, and size and shape of the facility. These things will help business in determining the type of the queue management system as well as the size and quantity of the components require for a cost-efficient queue management system solution.

What are the Benefits of a Queue Management System?

A queue management system can significantly improve the customer journey and provide several benefits which help businesses in improving profitability and ensuring steady growth. Here are some of the major benefits of a digital queue management system:

Reduce Customer Wait Time
Improve Customer Waiting Experience
Improve Customer Journey
Improve Customer Happiness and Customer Satisfaction
Improve Customer Loyalty and Reduce Customer Churn Rate
Organize Queues and Customer Flow Effectively
Automate the Customer Journey
Improve Employee Performance and Reduce their Workload
Improve Resource Management and Reduce Operational Cost
Improve Service Delivery Quality
Collect Customer Feedback
Gather Valuable Business Intelligence
Measure KPIs, Prepare Reports and Improve Future Strategies
Improve Revenue and Profitability
Bring Innovation and Get Competitive Edge

These are only a few benefits of a queue management system. When a business implement a queuing solution they can literally transform the entire customer journey and customer experience which will help them improving service quality and customer retention. The customer happiness improves customer loyalty and customer loyalty help business building good relationship with then and a positive brand image in the market. In a long term a queue management system can provide excellent ROIs.

Conclusion

A queue management system is considered to be an essential part of the service based industry. Especially in Dubai and all around the UAE where the competition is tough and the customers have too many choices, it is extremely important to stay ahead of your competition and ensure ultimate customer experience and customer journey. The happy and satisfied customers are more loyal to the brands and loyal customers can be a great asset for a business. The customer loyalty plays an important role in business growth. In this blog we have discussed the queue management and the queue management system. If you follow the above mentioned guide to understand the queuing process and to assess your queuing needs, you will be able to get a very efficient and cost-effective queue management system. RSI Concepts is a leading name in Queue Management System providers in Dubai, UAE. If you need any more help, feel free to reach us out 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 blog: Why should you adopt queue management systems?

September 1, 2021

Why should you adopt queue management systems?

An efficient queue management system organize customer flow, improve service delivery processes and quality, help building good reputationand relationship with customers and improve overall profitability or the entire business.For every business the customer happiness and customer satisfaction is the top priority. The customer satisfaction is an umbrella term which covers the entire performance of the business including its each and every moving part. Business in Dubai and all over the UAE are adopting digital queue management systems for better performance and customer happiness. The UAE economy is rapidly expanding, the Expo 2020 is on the verge, which will attract more investors and we will see more businesses and startups. The competition here is already touch, customers have too many choices, and this phenomenon resulted in high standards and high expectations of the customers. Which compelled the businesses to take drastic measures in order to stay ahead of the competition. The customer satisfaction is the driving force, and it could impact everything. If you are having happy customers you will grow if not, you will eventually end up in big troubles such as slow growth, poor performance, declining brand reputation and lost revenue.

A queue management system is a key to success, it can completely transform the customer experience and customer journey and it can ensure highest customer satisfaction, which will lead to continuous growth, good brand reputation and higher productivity. Here are some key reasons why you should adopt a queue management system now, if you want to secure your business’s long term future:

Reason No. 1: Queue Management System Reduce Wait Time

The queue management system have amazing capabilities to reduce the wait time and improve customer journey. Usually without a queue management system there are long queues, people have to stand in lines, and sometimes people try to be ahead in the line by line jumping or crossing someone, which end up in disputes and cause delays in the customer flow. In such scenarios the business have to manage the queues manually, which requires more staff as well as requires more work from the server/agent. This means that the servers/agents could also get distracted from their primary task and had to manage other unnecessary problems. This results in unwanted delays and interruptions in the customer flow and results in prolonged wait times. Another huge factor is psychological, it is human nature that we have the fear of unknown, similarly when we have to wait in a scenario where we don’t know or estimate the end time, the wait gets more stressful and this amplifies the negative feelings in your customers too. If they don’t know when their wait time will end, they will feel more stressed while waiting, and when their turn will come they will be unhappy already, it will be very difficult for the agent/server to improve their experience at that time and make them happy.

While the agents/servers are also dealing with unwanted circumstances their efficiency and service quality also reduced. So the long wait time not only bother your customers and visitors but it also have negative impact on the employees and agents/servers. The long wait time could have double impact on overall customer journey and customer satisfaction. This is why businesses are very eager to reduce the wait time and service delivery time. Poor waiting conditions, long wait time, less than optimum employee efficiency will result in higher per service costs. Which also impact on the profitability and revenue. On top of that the bad customer experience will repel customers and promote negative brand identity, which makes it even harder for businesses to acquire new customers.

Reason No. 2: Queue Management System Offers Better Customer Journey Management

The queue management system offers a better customer journey by automating various steps and processes which reduce customer wait time, improve customer flow and also increase employee efficiency. Each and every business have its own distinctive culture and approach to address problems. Every business have different services and also different sets of targeted audience for each service. Some services are delivered in a single go from one counter, some requires a customer to reach to multiple counters to get a full service and so on. These factors contributes to make customer journey management more tricky and sophisticated. Along with all that business often have express counters or premium services for VIP customers and separate counters for aged, disabled people, etc. These all factors should be considered while preparing the roadmap of the customer journey. In Dubai, UAE and in fact all around the world businesses are also including employee’s factors too to further improve and optimize the customer journey.

A good queue management system should be able to process all these variables and then it should also be able to automate the customer journey to attain the highest efficiency levels. During the sign-up the queue management system can ask to choose the service, it can also ask to enter any other details which will identify the customer as ordinary, VIP or any other category. Then the queue management system should be able to route each customer to their counters. In case of multi-step service delivery, the queuing system should be able to direct the customers to the next counter and so on. The employee performance should be monitored and the task should be suggested as per their performance. For example an employee is very efficient at delivering service A, D and E however when they are assigned to the counters for service B and C they don’t perform well. Such data provide the management an insight on the employee performance and give them a chances to either improve employee performance or assign them tasks as per their expertise. Collectively all these things will significantly improve customer journey and customer experience which will result in maximum customer satisfaction.

Reason No. 3: Queue Management System Aid Customer Retention and Increase Customer Loyalty

The queue management system improve customer journey, customer happiness and boost employee performance which improve service quality, and these all will directly impact the customer retention and customer loyalty. Often customer retention and customer loyalty is interchanged but that is not true both are different, though most of the times both exhibit same response with certain changes. Anyway, the customer retention is to keep a customer who will do repeated business, however the customer loyalty is to make a customer your fan and not only have more repeated business but also get help from them in brand promotion. A customer might do repeated business but they are not necessarily happy or satisfied, there could be no other good alternate, or any other factor which is making them to do repeated business. However a loyal customer is the result of an ultimate level of customer satisfaction. The loyal customers are good brand advocate and tend to promote the business and its products and services. They will often defend the brand on social media, online or public places. That kind of clientele is the most valuable asset of any business.

The studies and market researches have shown that acquiring a new customer is nine to twelve time costly than selling to an existing customer. This could have a huge impact on your marketing budget and overall profitability. Acquiring new customers is not only expensive but it is difficult too, the communication and marketing not only require investment but a lot of efforts too. It is always good to have a strong foundation of the loyal customers. The loyal customers help promoting a positive image of the brand and improve brand reputation. A good brand identity and good brand reputation attract more customers. If a brand have a good reputation and positive popularity the marketing turnover is also good. Which means that the customer retention and customer loyalty have far greater impact on the ROIs of the business and also aid achieving marketing and growth goals.

Reason No. 4: Queue Management System Improves Employee Performance and Monitor KPIs

The queue management system is very helpful in improving employee performance by reducing their work load and automating various steps and processes of the customer journey and service delivery. Moreover the KPIs or Key Performance Indicators are also a great tool to assess and improve the employee performance. When the employee performance got improved it automatically improves the service delivery process, service quality and customer happiness/satisfaction. The queue management system can capture various APIs and statistical data. The employee KPIs are very important for optimizing the employee performance. The queue management system can monitor the employee, their on-desk time and off-desk time, average service delivery time, behavior and much more. The KPIs can also provide insight on the overall behavior and patterns of the employees, such as at which part of the day the employee perform better and when they slow down, how do they react in under more work load and how much customers they can serve in a single day.

These all are very useful information and help the management is identifying the areas of improvements and taking actions to improve everything. Moreover the employee KPIs are also used to analyze the employee performance and expertise on a particular service, for example an employee can serve 20 customers a day when they are appointed for service A while they can serve 45 customers in a single day when they are appointed for service D, etc. This type of data helps businesses to improve employee performance by smartly managing their tasks, workloads and arranging training session for them. The employee KPIs can also be integrated with other enterprise solutions and business tools such as Enterprise Performance Management System [Our Product Page LINK], HRMS, etc.

Reason No. 5: Queue Management System Collects Customer Feedback and Business Intelligence

Mostly the modern queue management systems comes with an in-built customer feedback collection tool. The customer feedback is very important it provides direct and unfiltered opinion of the customer and it also help building trust and good relationship with the customers. When customers know a business is eager to listen to them they get a very positive impression of that brand. They think the brand values them a lot and listen to their opinion to make changes to please them. This increase customer loyalty as well. Moreover the customer feedback is a single most reliable and accurate source of the business intelligence. Sometimes all the logics and numbers tells a different story but the customers behave completely opposite to what a business had anticipated. So, it is extremely important to understand your customers and audience, the customer feedback is the best tool to do that. It will provide you accurate information about the market trends, customer’s liking disliking, their expectations and it will also help you in evaluating all what you are doing to please your customers.

Here in Dubai and all around the UAE business often collect customer feedback but overlooked other business intelligence metrics. However in order to be able to make informed decisions and successful future strategies a business must closely monitor and analyze all the touch points, statistical and usage data. For example, which products or services are most popular, which features of a particular product or service are appreciated the most by the customers and vice versa. This will provide a foundation for the innovation and modernization. Business can plan new products and services, they can improve existing products and services and similarly business can improve various aspects of the customer journey only by analyzing the customer feedback, statistical and analytical data collected by the queue management system. The data collection is one thing but in order to be able to extract actionable reports is a completely different thing. A good queue management system always provide additional data analytical and processing tools along with in-built smart data analytical engine which help business to evaluate the entire operation and quality of services/products simultaneously.

Reason No. 6: Queue Management System Enables Easy System Integration and Remote Management

A queue management system enables easy system integration with secure web services or APIs to get it connected with the centralized information center and it provides features to remotely manage all of the connected branches from the head office. The system integration enables the queue management system to fetch and push data to other systems and tools. For example if a customer is required to sign-up by entering their customer ID the customer ID has to be verified too. In order to verify the customer ID the queue management system must have access to the customer data. Which might be stored in another system or database. So this verification can be done using system integration or APIs. Similarly if a business wants to include more hardware accessories such as Emirates ID reader, RFID, QR Code Reader, or any other accessory that can be added and linked to the central information center or to the relevant system by the system integration method.

The queue management system also allow simple and easy integration with self-service interactive systems, kiosks, web portals, mobile apps, appointment booking system, SMS, Emails, and much more using the system integration methods and techniques. This also enables the queue management system to provide a centralized and remote management. The head office can monitor and control all of the connected branches in real time. This makes it easier for the management to implement company policies throughout the network and monitor all branches and offices through a unified administrative dashboard. Furthermore the administrative dashboard also allows to add branch managers, servers/agents and other job roles to make the management easy and in-line with the internal structure of the business.

Conclusion

Here in Dubai and all around the UAE business are spending a huge chunk of their hard-earned revenue on customer journey transformation tools and systems. The customer satisfaction and happiness is extremely crucial for sustainability and long term growth. The customer happiness and satisfaction also help a business to build a positive reputation and good brand identity. A queue management system can easily reduce the customer wait time and manages the customer flow automatically. It can also automate various business processes and service delivery steps which further improve customer experience. The customer flow management and customer routing can also be automated with the help of a queue management system. The automation and digitalization improve the customer journey and reduce the work load of the employees which further improve the employee performance and their service delivery quality also get improved. Which results in happy and satisfied customers.

The customer satisfaction improve customer retention and customer loyalty which results in significant cost reduction in new lead generation and marketing expenses. Along with that the positive band identity and good reputation also help attracting more customers and increase the revenue. The customer feedback and business intelligence gathering plays an extremely important role in identifying the areas of improvements and making new plans and strategies to improve everything. The system integration open ups new avenues to innovation and modernization and help future expansion as well. It also enables remote management and provide the head office with real-time updates and data. All these improvements and their impact can potentially increase your sales and growth by multiple times. A queue management system is an essential for long term success and steady growth. RSI Concepts is a leading name in queue management system providers in Dubai, UAE, if you need any help with designing and implementing a queue management solution or want to improve or upgrade an old queuing system, feel free to let us know. You can contact 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 blog: World’s First WhatsApp Queue Management Solution

September 1, 2021

World’s First WhatsApp Queue Management Solution

The queue management systems and solutions are considered to be a mandatory tool for any service based industry. Whenever a business will have to manage daily customers and guests, they need an effective and efficient customer flow management. Which is only possible with a digital queue management system. These days as the customers are more inclined towards a bit more digitalized and contactless user experience, the virtual queuing gain popularity. Businesses are getting amazing results after implementing virtual queue management system. When it comes to virtual queuing the biggest advantage is that is enables the guests and customers to sign-up remotely for the queues. However there are certain ways that a customer can sign-up. The most popular method is the smartphone applications, which have a lot many other advantages and benefits too. However, the most convenient method to enable remote sign-up is the WhatsApp. These days in Dubai and all around the UAE almost everyone have WhatsApp, in fact it is one of the most popular messenger app in the entire world.

How WhatsApp Queue Management System Works?

A queue management system is all about improving and managing the customer experience and the WhatsApp is the simplest method a business can offer to their customers. The WhatsApp Queue Management Solution is a queue management system integrated with the WhatsApp instant messaging application. The customers can sign-up using their WhatsApp, no need to print tickets, or call at the branch to reserve a spot, or access to the customer portals for appointment or anything else. Usually businesses encourages their customers to install their mobile apps on their smartphones, however, not everyone appreciate it. But with the WhatsApp queue management solution the customer can instantly sign-up for the queue, get live coverage and announcements on the WhtasApp without getting hustle of any app installation, or accessing a website or anything else. This makes the customer journey over simplified and yet very impactful. The customers get a great user experience and end up happy and satisfied with the brand.

The WhatsApp queue management is very simple and easy for the customers. All they need is to scan a QR Code, and the mobile phone will automatically open up a new WhatsApp window, which usually have a list of the categories, and then the customer can choose the appropriate category to sign-up for and instantly receive an e-token or digital token for the queue. The customers can get real-time updates of the ongoing queue and will be notified when their turn will be near and also when their turn will come. After the customers got served the businesses can easily collect customer feedback from the whatsapp.

What are the benefits of WhatsApp Queue Management?

The biggest advantage of a WhatsApp queue management system is that it significantly improve customer experience and customer satisfaction. There is also no need to download and install any new application which occupies storage space on the phone. The customers’ overall journey is reduced and their efforts are also reduced. Here are some of the best advantages and features of a WhatsApp queue management:

Remote Sign-up Facility
Real-time branch data and updates
Easy Sign-up using a QR Code
Reduced wait time and automatic customer journey management
The WhatsApp interface makes it easier for the customers and help reducing customer effort score
Completely contactless sign-up process
Customized notifications, reminders and alerts throughout the entire customer journey
Direct communication with the customers
Simple Information broadcasting such as branch timing, current queuing status, pre-signup requirements, etc.
Ability to check status of multiple branches, and on-demand status updates
In-built customer feedback system or integrated customer feedback system
Reduce customer wait time, improve customer flow and reduce workload of the employees result is improved employee efficiency
Easy branch management, crowd prevention and social distancing compliance features
Improved customer experience and smooth customer journey results in higher customer satisfaction
Simple and easy administration, automation capabilities and monitoring tools enable the business to have a close eye on the entire process
Customer feedback collection, KPIs monitoring and business intelligence gathering
Very Cost-effective queuing solution

These are the general features of a WhatsApp queue management solution. Moreover when a system is customized for a particular business or enterprise it could offer a lot more benefits and could be a great competitive advantage. The system integration also allows to integrate the WhatsApp queuing system with other business tools and enterprise solutions to enable a robust and swift control and command center at head-office or at the branch. The remote management makes it easier for the head office to monitor and improve the performance of the connected branches and make informed decisions on the bases of customer feedback and business intelligence.

Conclusion

WhatsApp is one of the most popular app in the world. In Dubai and UAE almost everyone have WhatsApp on their phones. The whatsapp sign-up process is very simple and convenient. The customer will have to scan a QR Code and they will be directed to the WhatsApp chat where they can chose the required service and sign-up for the queue. The customers are not even required to be physically present in the queue, they can wait anywhere. The WhatsApp queue management system also provide live queuing information and on-demand info requests are also available. This queuing method significantly reduce the wait time, improve customer flow, prevent crowd formation at the branch and reduce work load of the employees as well. The employee’s performance also got improved and consequently the service quality also improves. The WhatsApp queue management solution are a very cost-effective queuing solution and it can significantly improve customer happiness and overall business’s productivity and profitability. RSI Concepts is a leading queue management system provider in Dubai, UAE, if you want to upgrade your customer flow management to meet the needs and expectations of your customers, feel free to get in touch with us through our Contact Us page or leave a comment in the comment box below.

Check out this blog: Top 10 Virtual Queue Management Benefits

BLOG OF RSI CONCEPTS

Category: Queue Systems Dubai

What is Virtual Queuing?

What is Digital Customer Experience?

Virtual Queuing and Digital Customer Experience Optimize Wait Time

Virtual Queuing and Digital Customer Experience Improves Customer Satisfaction

Virtual Queuing and Digital Customer Experience Improves Service Quality

Virtual Queuing and Digital Customer Experience Provide Deeper Data Insights

Virtual Queuing and Digital Customer Experience Boost Employee Performance

Virtual Queuing and Digital Customer Experience – System Integration

Virtual Queuing and Digital Customer Experience is a Key to Long Term Growth

Conclusion

Introduction to Queue Management System

Introduction to Appointment Booking System

How Appointment Booking System can be integrated with a Queue Management System?

The Benefits of Integrating Appointment Booking System with a Queue Management System

Conclusion

What is a Queue Management System?

Advantages of a Queue Management System for Small and Local Businesses

Queue Management System Reduce Wait Time

Queue Management System Improves Employee Efficiency and Profitability

Queue Management System Increase Customer Loyalty and Ensures Long Term Growth

Queue Management System can Gather Business Intelligence and Customer Feedback Data

Conclusion

What is a Queue Management System?

What is a High-Tech Queue Management System?

Multi-Channel Sign-up & Virtual Queues

Seamless Customer Flow & Automated Customer Journey

Powerful Software Tool & Administrative Control

Reduction in Customer Wait Time and Enhanced Waiting Experience

Gather Business Intelligence and Collect Customer Feedback

Conclusion

What is Virtual Queuing?

What is Virtual Queue Management Systems?

How Virtual Queuing Works?

Virtual Queuing: Sing-up

Virtual Queuing: Waiting

Virtual Queuing: Service Delivery Experience

Virtual Queuing: Customer Feedback

What are the Benefits of Virtual Queuing?

Important Things to Understand before Switching to Virtual Queuing

Conclusion

Queue Management Systems Reduce Wait Time

Queue Management System Automate Customer Journey

Queue Management System Improve Employee Efficiency

Queue Management System Collects Customer Feedback

Queue Management System Collects Business Intelligence

System Integration with Queue Management System

Conclusion

Queue Management System Manages Customer Flow and Organizes Queues

Queue Management System Reduces the Actual Wait Time and the Perceived Wait Time

Queue Management System Automates Customer Journey and Reduces Wait Time

Queue Management System Help Managing the Queues and Reducing Wait Time by Improving Employee Efficiency

Queue Management Systems Collect Business Intelligence Data

Conclusion

What is a Queue Management System?

Queue Management System Hardware Components

Self-Service Interactive Sing-up Kiosk/Ticket Dispensing Kiosk

Digital Signage Screens

Counter Plates

Announcement System/Audio System

Queue Management System Software Components

Administrative Control Panel

The Agent Dashboard

Self-Service Interactive Kiosk User Interface

Digital Signage Controls

Reporting and KPIs Monitoring Module

Statistical Data Analytical Engine

Customer Feedbacks

How to Choose a Best Queue Management System?

What are the Different Queuing Process Types?

Single Phase Single Channel Queuing

Multi-Phase Single Channel Queuing

Single Phase Multi-Channel Queuing

Multi-Phase Multi-Channel Queuing

How the Branch, Office or Facility Operates?

The Population of the Customers

The Method of Arrival

The Infrastructure of the Facility

What are the Benefits of a Queue Management System?