BLOG OF RSI CONCEPTS

world map

5 Signs Your Business Requires a Queue Management System

 

5 Signs Your Business Requires a Queue Management System

Every business has its own set of challenges, needs, and ways to handle problems. This sets them apart from others. Businesses in Dubai and all across the UAE invest heavily in improving their products, services, communication, brand promotion, and infrastructure, but often overlook the importance of queue management. This is why most of the customers and visitors end up unhappy or unsatisfied after having an interaction with their brand. When a customer or visitor arrives at the business they want to get served instantly, only a few customers are willing to wait, the majority of them get annoyed if they have to wait for a long time. People usually don’t like being stuck in busy and crowded places. People don’t like to wait which impacts the customer experience. A bad customer experience will harm the business reputation and identity. If people are getting bad experiences more often they will start talking about it with their friends, family and colleagues, even some customers also post on social medias. Which is very bad for a business’s reputation and it could completely ruin a brand.

The queue management and customer flow management and customer journey management problems are not new neither these problems are associated with only certain types of businesses. All types and size of business and organizations are facing queue management and customer flow management problems and having difficulties with managing customer journey. Businesses often assume that their sales are going up, the growth rates are good, so everything is perfect, but in reality that is not the case, there could be hundreds of factors that could give a pump to your sales for the time being, but in longer run if you are oblivion to the problems your customers and visitors are facing, eventually you will end up with a very bad reputation and your revenue and sales will decline.

How a business will know if they need a queue management system? Here are the 5 signs that your business requires a queue management system:

Sign No. 1: Crowded Waiting Areas and Long Queues

Crowded Waiting Areas and Long Queues

That is the very first and most visible sign. If your service centers or offices are reporting crowded waiting areas and long queues you must need a queue management system. When a large number of customers and visitors are waiting to get served by the agent/server, then that means there is some problem. People who have to wait for long time get frustrated and sometimes leave without getting the service. Customer and visitors who have to wait for long time are most likely to have a bad experience with the service agent as well. If you are having long queues in the customer service center that means your customers and visitors will have to wait for a long time and they will also face all problems related to waiting in long line such as line jumpers, customer getting lost, customer ending up at wrong counter, etc. All such problems are causing negative impact on customer experience and customer journey which will eventually ruin your brand reputation as well.

Sign No. 2: Customers Complaints

Customers Complaints

Some business and organizations in Dubai and all around the UAE thinks that the queues and customer waiting in long lines is a natural mode of customer flow, however there is a threshold between acceptable and unacceptable waiting conditions and wait time. And it gets unacceptable when your staff getting complaints and start noticing unhappy customers who are talking about long wait time or complaining about mismanagement and such things. The customers and visitors will also express their opinion with the service agents. But such customers will be less in number, and in fact there will be only a very few who will ever bother to go through filling a complaint by due process. Mostly the customer will either verbally complaint to the staff who are managing the queues or to the service agents. Only a very few of those verbal complaints will make up to the top management and mostly the staff and employees will try to deal with them by themselves or either discuss with their supervisors and that is it. This is another reason why business often failed to understand the severity of the problem.

Sign No. 3: Increased Customer Churn Rate and Lower Customer Retention

Increased Customer Churn Rate and Lower Customer Retention

The long queues and crowded waiting areas always increase customer churn rate. The customer churn rate is the measurement of the customers who made their mind to purchase or acquire a service and arrived at the branch but leave without doing so. There could be several reasons but almost 90% of the time the customer churn is caused by the long waiting lines and crowded waiting areas. There are studies suggesting that acquiring a new customer could be 8 to 22 percent more costly than retaining an existing customer. If you start noticing lower customer retention rates, or if you are not getting repeated business from your existing customers, you should have to worry. Because the lower customer retention will impact your profitability it will increase the cost of new conversions. Increased customer churn rate and lower customer retention also earn negative brand reputation. The customers who have already reached to the business but leave without purchase or getting served are the most annoyed customers, the customer who don’t do repeated business are also unhappy and unsatisfied.

Sign No. 4: Poor Employee Performance and Unbalanced Workload

Poor Employee Performance and Unbalanced Workload

If you start noticing that your employees are performing poorly or serving less customers than anticipated. Or if you employees are serving less customers than before, or if your employees are also complaining about the work load and the management is also noticing unbalanced work load, some employees are busier than the others and other such issues, then you should seriously consider a queue management system. Mostly business in Dubai and all around the UAE invest heavily in employee training and employee performance management solutions, however very few business take steps to improve employee performance. It is a general believe that if an employee is performing bad then they must need more training, however this is not applicable all the times. Sometimes the employees are skilled enough but they are lagging support they need. That is why sometime the employee too complaint about the unbalanced workload or request for assistance from other employees and so on. It is extremely important that your all employee work at their full potential and are happy and satisfied as this will directly impact on customer experience and service quality.

Sign No. 5: Lack of Business Intelligence Data

Lack of Business Intelligence Data

Business intelligence data is a broad term used for a variety of different data types which are relevant to the businesses and are very helpful in decision making and future planning. In Dubai and all around the UAE the markets are very competitive and the customers are very up-to-date. It means the market trends and customer’s expectations are also continuously evolving. In order to deal with such scenarios business often require to update their policies, strategies and business processes. When it comes to customer journey and customer satisfaction related policies and strategy the business require very precise and accurate data to understand and evaluate their current business processes and current strategy. Which is not possible without having a system in place. It is very hard to track customer churn without having a record of the customers and visitors who have signed up for the queue. It is impossible to track the service delivery time accurately without any system in place. The employee KPIs (key performance indicators) can’t be measured manually with optimum precision and accuracy. There are so many different variables that impact customer satisfaction and customer happiness, which all are required when making a decision or making policies and planning for future.

How a Queue Management System can Help?

How a Queue Management System can Help?

A queue management system can streamline customer flow and help the employee in managing queues. The automatic queue management and customer flow eliminate the human intervention which rectify all major problems and significantly reduce the wait time. The queue management system facilitates various business processesand automate customer journey which reduce the workload of the staff and employees. The employees can easily focus on their primary tasks and all their efforts which was consumed in managing customers and queue will be preserved. This way the employee can provide better quality service and their capacity to serve customers in a single shift also increased. Which help the business in reducing the staff and improving branch profitability.

As the customer flow and the entire customer journey can be managed through the queue management system it is easier for business and organizations to implement new rules and policies. The queue management system manage and route customers and visitors as per these policies and pre-set configurations, which further improve customer experience and reduce the customer journey. This increase customer happiness and customer satisfaction and reduce customer complaints. A better environment and good management reduce the customer churn rate. Once customer start getting good and happy customer experience they become more loyal to the business. Loyal customers are easy to retain and business can easily get repeated business from their existing customers. The loyal and happy customers are tend to be good brand advocate and they promote the business which improve brand reputation and help business in promoting a positive brand identity.

A positive brand identity, loyal customers and efficient operation attracts more customers and also improve conversion rate form marketing efforts. Altogether these all factors increase the profitability and revenue. Another great advantage of a queue management system is that it provide intensive business intelligence data. It can capture data from all touch points, KPIs and system stats also provide great business intelligence data. These days most of the modern queue management system also collect customer feedbacks through an in-built customer feedback and survey module which also provide great insight on customer journey, customer experience and their needs and expectations. The business intelligence is extremely crucial for policy making, strategy building and identifying the areas of improvements. The management can easily take good decision on the bases of such data.

Read More: Importance of Display Devices in Queue Management System

Conclusion

Business and organizations in Dubai and all across the UAE are very keen to improve their products, services, quality, communication and what not, but unfortunately mostly the queue management is over looked. In fact most business believe that having long queues and crowded waiting areas is a normal way of the customer flow. However, the long wait time, poorly managed queues could have the most devastated impact on customer experience. A bad customer experience results in lower customer retention and lower customer satisfaction. Unsatisfied customers results in negative brand reputation and distrust among the targeted audience which also results in poor conversion rates of the marketing efforts. Whereas the positive brand identity and good brand reputation build trust, help businesses in improving customer retention and higher conversion rates.

If you are witnessing long queues and crowd in your waiting area, which means the customer flow is not good. If you are getting more complaints from the customers and visitors and your customer churn rate is increasing and customer retention and repeated business is decreasing that means your valuable customers are going to the competitor. If employees are showing signs of unbalanced workload and performing less than expectations, it means they are not satisfied and/or having too much workload. If you are finding it difficult to understand your queuing situation and business processes or if you are finding it difficult to identify the areas of improvements, it means you are lacking sufficient business intelligence data. For all those problems there is only one solution and that is a queue management system. RSI Concepts is a leading name in providing most efficient queue management systems in Dubai and all around the UAE. 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: Qualities of Top Queue Management System


Customer Feedback Importance in 2021

Customer-Feedback-Importance

Customer feedback is extremely important to provide you with a micro vision of each aspect of your business strategy. Especially in the year 2021 when the due to the 2020 scenarios the entire landscape of the marketing is changed, the whole perception of the customers are transformed, their expectation is completely changed and an all-time high, the competitors are giving you a rough time, in such times, you must have to keep your customers happy and satisfied, all this could be achieved with simple and very cost-effective customer feedback system solution. The customer feedback will provide you a great level of details and help you understand the expectations of your customers and will also help you identify the areas where further improvements can be done to raise the customer satisfaction level. The customer satisfaction will not only ensure your steady growth but it will also ensure more business and expansions. Happy and satisfied customers will always help to promote good brand identity and brand image, negative reputation will always hurt the business and could be very destructive. A simple customer feedback system solution can solve this problem.

How Customer Feedback Can Help Improving Customer Satisfaction?

How-Customer-Feedback-Can-Help-Improving-Customer-Satisfaction

Customer feedback will highlight both positive and negative things in your products and services. You can utilize that data to do improvements in certain areas, in your products or in your services or even in your service delivery methods and mechanisms. Customers usually tend to provide negative feedback when they are not satisfied or unhappy, and only give positive feedback when they are satisfied or very pleased with the product or service. Only an opportunity to submit feedback and a small expression that you take those feedbacks very seriously and the management will investigate and interrogate in case of unsatisfied service or product could leave amazingly positive effects on your customers’ satisfaction. Even if someone is not even attempting to provide feedback when they will read or learn about such feedback channels they will be satisfied. The feedback channel will also reduce the discomfort or anger of the unhappy customers as they will know that if they are unhappy they can easily raise their concerns to the senior management. This will significantly improve customer satisfaction.

Customer Feedback can Help Understanding your Customer’s Behavior

Customer-Feedback-can-Help-Understanding-your-Customer’s-Behavior

Customer’s behaviour is more like their reaction towards your brand. Your customer’s feedback will help you understand your customer’s behaviour such as, how they feel about your brand, what they expect from your brand, how much they are satisfied with your brand. Furthermore, the feedback will also help you understand your customer’s behaviour towards your products, services, staff, and their entire interaction at your business. This understanding is very important for businesses it will help you improve your products and services and the overall customer journey. Businesses can also understand easily what their customers expect from their products and services, as they satisfied with the results or what else can be done to make your products and services more customer-friendly. Such understanding helps businesses to lay down strategies for future growth and innovation.

Understanding Market Trends and Predicting Future Challenges

Understanding-Market-Trends-and-Predicting-Future-Challenges

A deep insight into customers’ behaviour, their expectations, and demands will help you understand the current market trend and will also help you predict future trends and challenges. The direct feedback and opinion of the customers will help you understand their needs, their demands, and their expectations from a customer’s point of view. Although it may sound simple, if the data is collected in a professional manner and is used with proper analytical techniques only then you will be able to reach a solid conclusion. It is very important to understand the difference between what you are currently providing and what your customers are expecting from you. Your customers will identify the needs and your innovation can set the future trends it is as simple. One thing is important to understand that if you do not work in the direction of full filing your customers then someone from the competition will do that, resultantly you could lose your existing customers too let alone the future sales targets. Customer feedback can help a lot to understand the market trends and to make future predictions on the bases of your customer’s expectations and ever-changing demands.

Increase the Trust, Loyalty and Make your Customers Feel Important

Increase-the-Trust,-Loyalty-and-Make-your-Customers-Feel-Important

Opening up a customer feedback channel will not only provide you a great business insight and understanding of the market, but it will also help you strengthen a trusty relationship with your customers. When you provide a channel to opine and suggest or give their feedback and share their experience with you your customers will feel important and feel that you as business care for them. This will also improve your brand image and brand reputation. When the customers think that a business cares for them and put them on their top priority then they will not only stay loyal but they will also promote a positive reputation of that business with their friends, family, co-workers and on various social media platforms. This could help businesses to gain a positive reputation among the market and more people will consider doing business with you because of your positive brand image in the market.

Evaluate your Products and Services and Monitor Your Staff Efficiency

Evaluate-your-Products-and-Services-and-Monitor-Your-Staff-Efficiency

The customer feedback helps the businesses to understand the impact of their products and services on their lives. The businesses can easily understand which particular features of their products or services are the most favourite of the customers and which are not as much appreciated by them. The customers also love to express what else can be provided along with the current features to further improve the products of services. This can help the businesses a lot to improve their products and services and make them more acceptable and adoptable towards their customers.

Customer feedback helps businesses to evaluate their products and services and also the efficiency of their staff and employees. The management can closely monitor their employee’s performance and attitude towards their customers. The management can set up new KPIs (key performance indicators) and then act upon the inputs and feedbacks of the customers. The staff can be trained well, scrutinized or evaluated on the bases of the customer feedback. Which also help the businesses and organizations to hire a quality workforce to improve the quality and profitability.

Most of the time not only in Dubai, UAE but in the entire world businesses, organizations, SMEs and service providers don’t have very strict monitoring policies for the employees. If you have for example 10 sales agents, one of them is not trained well or is not working as per the SOPs, which somehow results in annoying a customer, then the customer will not going to say that Mr./Ms. XYZ at your business was not providing good support but usually, people will say that this particular business doesn’t have good support. That kind of negative publicity could harm your reputation. With our customer feedback system, you can pinpoint which employee is getting negative remarks from the customers, and the management could easily solve the problem.

Check this out: 10 impacts of Queue System with Customer Feedback System

How to Collect Customer Feedback?

How-to-Collect-Customer-Feedback

Now with all that being said, I thought we should also explore some methods that can be used to collect valuable feedback. Collecting the customers’ feedback is a bit tricky these days, as everyone has a very busy life, so no one likes to spend 20 minutes on a phone call to express their feelings and share their experience about the products of services. Neither anyone liked to be held up in the store, lobbies, nor waiting areas, to fill out large customer survey forms with the sales or marketing staff. This is a bit too old fashioned now. As the technology is evolving the businesses should also have to explore new methods and techniques to collect customer feedback without getting them bothered, disturbed or annoyed. Here are some of the modern customer feedback collection methods:

  1. Use a Customer Feedback System such as RSI Customer Feedback and Survey System
  2. Use on-sight kiosks or interactive screens to collect customer feedback
  3. Use Tablet or iPad kiosks or Sands to conduct surveys or collect feedback
  4. Smartphone applications are the new revolution in the IT industry, use your application to collect feedback
  5. Use online web-based surveys, make them simple, easy to access, probably without any signing-up process and shot out the emails
  6. Use Customer Happiness Meters
  7. Use Social Media Platforms (Polls and Surveys)
  8. Use your business website to offer feedback opportunities

This might interest you: 10 Ways to Collect Customer Feedback

The online surveys and customer feedbacks are very popular and can return great results. On top of that, they are much less expensive in terms of both the initial cost and the operational cost. No matter what mode or medium you are using, make sure your strategy is encouraging your customer to submit their feedback.

Always Appreciate Negative Feedbacks

Always-Appreciate-Negative-Feedbacks

One thing which is most important is “always appreciate negative feedbacks”. Negative feedback or criticism will help you with improving everything. Positive feedbacks and appreciations are also important to help you understand what people are liking about your business, your brand, your products and services but the negative feedback will help you understand what you shouldn’t do or what you should do which you are not currently doing. And it is equally important if not more to understand what you shouldn’t do because if you keep doing what you shouldn’t do, you will easily repel your customers and lose the growth too. And similarly, if you will not going to do what you should do, you will also lose customers and you will face a hard time in achieving your future goals.

Read also: 10 impacts of Queue System with Customer Feedback System

Conclusion

As we all know the year 2020 was a bumpy ride in fact I would rather say “a roller coaster” for all types of industries with only a few exceptions. So, the year 2021 is the year when we all will start emerging again and not only that, the year 2021 is also important as it unveiled a completely new landscape and business practices some of them are very well appreciated by the customers and some might not be as that appealing. No matter which industry you belongs to or at what scale you operates, the complete mindset of the masses has been changed, the buying trends has been changed, the business and marketing approaches and practices have been changed. Everyone is coming up with new goals and strategies, in such times it is extremely important to know how successful your policies are and how satisfied your customers are. This will determine your future, so customer feedback in 2021 has become even more important than ever before.

The customer feedback helps businesses to understand their customers’ behaviour, their needs, demands, and expectations, along with that it also provides a great opportunity to evaluate your products and services and also your staff. As much as the customer feedback is important it is equally important to collect the feedback through proper and appropriate mediums and then store the feedback data in a way that it can help the management in decision making and future strategy building. The best way to do it to consult a professional customer feedback system providers such as RSI Concepts. Let us take care of all those crucial and minute details for you. You can reach us out through the below comment box or you can contact us through our Contact Us page.

Check this out: How to Collect Customer Feedback in 2021 and why it matters?