queue management best practices Archives - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

December 23, 2022

5 Ways to Manage your Customer Service Queues

Businesses in Dubai and all around the UAE are very active in adopting to modern solutions and leveraging technology to improve their operational performance. Tough competition and abundance of options available to customers can have huge impact over businesses’ approach and strategy. For service sector the biggest challenge is extended waiting time long customer service queues. Understanding the queues and the customers is absolutely crucial for a service-based business. The poorly managed queues and long wait time not only impact the customers but it also have huge impact on the employee performance.

Which in return cause double effect and ruin customer experience. In today’s modern world, the customers will never have a second thought before moving to another service provider. Especially in Dubai or anywhere else in UAE where the customers usually have a lot of options available in the same area they will usually not give you a second chance. That is why managing queues and improving customer experience is crucial for a business’s success.

Regardless of industry, the long waiting time and customer service queues can have devastating effects on your repute and brand image, no matter how large or small your business is, no matter how cost-efficient your products/services are, if your customers are leaving unhappy, you can never sustain growth and success. The unhappy customers will talk to other people about their bad experience which will ruin your brand’s image, furthermore your marketing campaigns will become costly and the return will become smaller, which will rise the cost of onboarding a single customer. Eventually it could be catastrophic for your business.

In this blog we will discuss how businesses can easily manage their queuing and reduce customer wait time using a smart queue management system solution. The queue management system will also help you improving your customers’ waiting experience and will help you improve your brand image and customer satisfaction. The queue management system have offers many perks which can help a business to monitor and improve the performance of their service centers.

1. Automate Customer Flow

The automation drives efficiency in any system. Similarly the automation of customer flow with a queue management system improve the queuing process and make it more efficient. Traditionally the customers wait in long waiting lines, which cause stress and several other problems. The customers tend to complain a lot about manual queues. The queue management system is a digital tool which can automate the customer flow by allowing them to use automated customer signup and flow processes. The customers can utilize the interactive self-service ticket dispensing kiosk to sign-up. The interactive self-service ticket dispensing kiosk can also collect basic information if needed such as what service the customer is interested in, or customer identification can be done at this stage, etc.

Such information help the queue management system to implement the company policy and priority protocols if needed. Furthermore the queue management system sing-up the customers for a virtual queue, which means they don’t have to wait in physical customer service queues, in fact the can relax in the waiting areas and wait comfortably. This help improving customer experience and increase their satisfaction.

2. Reduce Customer Wait Time

The customer wait time is the single most important metric in the queuing systems. The customer wait time have significant impact on customer’s mind, experience and service quality. Longer wait time cause stress and frustration and also cause in increase in employee workload. The queue management system is based on an AI (artificial intelligence) based highly efficiency and smart software application which can collect business intelligence data and it is also capable of analyzing the data in real-time. This ability also allow the queue management software to take decisions in real-time which improve the customer experience and help reducing the average customer wait time which in return cause reduction in customer service queues.

The queue management system can analyze the historic data of the system and it can accurately estimate the customer wait time. Which help it to take customer through the route where they have to wait less. The automation plays very well here, due to automation the employees are highly focused on the service delivery which expedite the customer flow and the highly managed queues help reducing the customer wait time.

The biggest problem with manual or poorly managed queues is the longer wait time. In traditional queuing management the customers will have to wait in the physical lines, which itself cause a lot of stress, furthermore there are line jumpers, and some customers who think other are prioritized by the staff and there are several other issues which cause frequent disputes. This require businesses to deploy more employees and it also keep the customer service agents engaged in non-productive activities such as managing the queues, answering to customers’ quires and solving disputes, etc.

All this hustle slow down the customer flow, during the peak hours the staff can easily get overwhelmed which further deteriorate their efficiency and result in extended wait time for the customers which means longer customer service queues. The digital queue management system not only prevent all these problems but it also help speeding up customer flow and reducing wait time by automatically routing customers to the fastest path, reducing the customer stress and workload of the employee which also result in quicker service delivery.

3. Prioritize Different Customer Groups

Another important thing to consider while managing queues is to organize and arrange different customer groups on the bases of their priority. In any service center a business usually offers multiple services, furthermore the businesses also have different policies and protocols for different types of customers or customer groups. For example in the banking sector the corporate customers will have different services than the individual customers, same as the saving account is different from the current account, etc. All these different services and different customer groups need to be organized and treated differently, which can cause issues and disrupt customer flow. Therefore the queue management system software offers an intuitive administrative dashboard which allow the businesses to configure all these protocols and perimeters.

Thus the queue management system can automatically segregate different audience groups and take them through their designated route. Furthermore there are customers with special needs, there could be a different process for the elderly customers, and the VIP or premium customers need different level of attention and services, all this can be managed automatically with the digital queue management system which definitely reduce customer wait time and improve their experience.

4. Improve Employee Efficiency

Employee efficiency plays crucial role in customer experience and customer flow. No matter how effective your queuing strategy is, if your employees are not working at a good efficiency then the customer experience and satisfaction goals can’t be achieved. There are several factors that impact employee performance, especially during the peak hours, when the customer influx is high, the poor queue management cause a lot of problems which keep the employee distracted from their primary tasks. The crowd formation and complaining customers can greatly reduce the efficiency of the employees. The digital queue management system can significantly boost the employee efficiency by reducing their efforts and automating several processes of the customer journey.

Furthermore the queue management system can be integrated with internal databases and other enterprise tools which enables it to help service agents in pre-service and post-service activities to reduce their efforts. The queue management system can automatically reroute customers to less busy counters to maximize the customer flow and to balance the employee workload. It also keep track of various performance metrics and employee KPIs, which is also helpful in improving employee efficiency and productivity.

5. Virtual Queuing and Online Booking

The virtual queuing is another remarkable feature of a modern digital queue management system. The virtual queuing allows businesses to integrate several remote channels in their queuing processes and help them further reduce the customer wait time. In fact the virtual queuing can literally reduce the wait time to none. The virtual queuing allow customers to sign-up virtually via remote channels and mediums such as Email, SMS, Queue Management System Smartphone Apps, QR Code, Website, Customer Portals, WhatsApp, etc. All these channels offer freedom and flexibility to the customer which can greatly enhance customer experience. The virtual queuing allow customers to sign-up without physically being present at the business and allow them to arrive only when their turn came, hence they can get immediately served and they don’t have to wait.

The online booking feature allow customers and visitors to utilize an online channel such as website, customer portal or queue management system mobile apps to book a time slot for their visit. It also provide them previous queuing data, current status and expected future footfall which help them to book the most suitable slot with less expectancy of delays. These features can greatly reduce the customer service queues and help improving customer experience.

Conclusion

The customer service queues can be a great challenge for service-based industry. The businesses who are in service industry they have to deal with queues at all customer facing channels, especially when it comes to customer service centers this challenge become a serious liability. Poor queue management or longer customer wait time can not only make your customers unhappy but it can completely ruin your business’s reputation and image. According to several studies the unhappy and unsatisfied customers are most likely to never return to the same business, on top of that the unhappy customers tend to share their bad experiences with other people which could be even more damaging to the business. That is why a great queuing strategy is needed. A queue management system is a very powerful tool it help businesses effectively implement their queuing strategy and it also help them to make changes in the processes.

The queue management system can completely automate the customer journey, queuing process, customer routing, and customer flow which can greatly increase the efficiency and efficacy of the process. Furthermore the queue management systems are a great source of collecting valuable business intelligence data. It can also help businesses significantly improving employee performance and improve the resource management of the business. In fact a queue management system can reduce the number of employees by half to handle same customer footfall. Which in itself is a very significant for long term strategy and profitability.

RSI Concepts is a leading queue management system provider in Dubai, UAE. If you want to learn anything about the subject or if you want our help to setup a highly cost-efficient and customized queue management system to boost the performance and quality of your service center, please 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.

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?

May 11, 2021

Customer Experience Improvement with Mobile Queue Management System

Can customer journey be improved with Mobile Queue Management System? Yes, of course, it can! Whenever a business or organization is getting customers and visitors to their premises, the very first challenge arises is to manage the customer flow and the queue. The next and even bigger challenge is to provide an excellent customer experience to attain maximum customer satisfaction. Earlier the queues were managed manually, the customer flow was poorly controlled hence causes a lot many issues. The wait time was too much, the customers were not happy and even sometimes the customers and visitors could get annoyed enough to leave the queue without being getting the service. This entire scenario was responsible for a huge chunk of loss. However, with the rise of digital queuing solutions, all those problems are solved. A queue management system not just solve the problems, it is capable of improving the entire business process along with providing a facility to monitor different variables of the entire business process and collect valuable business intelligence which could later help the businesses and organizations to make improvements and plan a better strategy.

The queue management systems are a great way to tackle a lot of routine problems a business faces. For the customers to it is a very unpleasant exercise to wait in long queues to get a service. The wait time has a very negative impact on the mood and emotions of the customers or visitors. This effect can be monitored and measured at the counter during the service delivery. Most of the time when a customer is already unhappy for waiting for too long in unmanaged queues, they are also less cooperative and less understanding to the agents. However, when a customer is coming immediately or after a few minutes of waiting they appear very happy, more cooperative with the agents and server staff, and more understanding. Customer happiness plays a vital role in business growth and success. As the smartphone has become a very important part of our daily life, so businesses have started utilizing mobile phones and mobile applications-based solutions for better communications and services. Hence a mobile queue management system has been introduced. The mobile queue management system involves mobile phones to offer certain services in a certain way which significantly improves customer experience and customer journey.

What is a Mobile Queue Management System?

Before we start talking about the impact of the mobile queue management system on customer experience and customer journey it is important to understand what is a Mobile Queue Management System? A simple definition is that a queue management system that allows interaction through smartphone apps or mobile devices by any means. A mobile queue management system includes a standard queue management system with some advanced features to support mobile queuing. Mobile queuing usually involves Smartphone Applications, QR codes, SMS, etc. The customer can sign-up remotely from anywhere and should arrive at the office or branch at the time of their turn. The customers and visitors can also be notified about their turn, or status of the ongoing queues, and much more. This is how the mobile queue management system works.

How Mobile Queue Management System impacts Customer Experience?

The customer experience and customer journey is a very critical and crucial matter for a business. These days in Dubai, UAE when the competition is higher and the market trends are continuously changing, the importance of providing a great customer experience is at an all-time high. A good customer experience results in a great brand reputation and helps businesses in customer retention and significantly improve customer loyalty. One of the biggest contributors to the bad customer experience is the wait time, long wait time can completely negate all your other efforts to improve the customer experience. That is why most businesses are pouring resources to reduce wait time. Efforts are also made to improve customer experience during the wait time to minimize the stress of waiting. However, the concept of completely eliminating the wait time was like a dream a few years ago. And now it is reality, the mobile queue management systems are not only capable of completely eliminate the in-premises wait time but they are also equipped with various tools to further enhance the customer experience and interaction with the brand.

These all aspects of customer experience can be significantly improved with the mobile queue management system:

Remote Sign-up

With mobile queue management system allow your customers and visitors to sign-up for the queue even before arriving at the premises. This is a great feature to facilitate your customers, as most of the time someone is coming to an office or service center and they could get late due to traffic or any other reason and this could cause stress if remote sign-up is provided they could simply sign-up using the smartphone application without any worry of getting late or anything.

Reduce Wait Time

Wait time is the most important factor in customer experience. Longer wait time can hugely impact your customer experience. No one likes to wait for long to avail a service, no one is happily waiting in long queues. This is human nature, the first thing that we start experiencing while waiting is boredom, then we start getting annoyed, then irritated and even some customers can get angry as well. Which completely ruins the customer experience. With a mobile queue management system, the wait time can be literally reduced to zero. As the remote sign-up allows the customers and visitors to sign-up remotely so they can choose to arrive only when their turn came.

Provide Real-time Updates

The mobile queue management system’s smartphone application can provide real-time updates and status reports of the branch and queue activities along with customer’s estimated time to turn, etc. Another big advantage of mobile applications is that the customer can have a more personalized experience. All the information can be pushed in real-time. The accouchements and other communication are extremely easy for the management. The users feel very pleased by getting all the required information on their mobile screen, this improves the customer experience and customer journey.

See More : Benefits of Virtual Queue Management System

Instant Notification and Announcements

The mobile queue management system’s smartphone application can notify the customer via push notifications, alerts, emails, SMS, audio alerts, etc. The customer can get notifications for each and every customer flow for the last ten customers, or the customer can set a notification like 3 or 4 people prior to their turn, or even the customer can set notification around 30 minutes or 15 minutes or any time period prior to their estimated turn time. The customers can also set SMS alerts or email alerts or in-app notifications as per their convenience which further enhances the customer interaction with the business and improves their experience.

See More: Impacts of Queue Management System on Employee’s KPIs

Appointments & Bookings

The mobile queue management system provides a detailed statistical data console for the customer’s various forms to let them understand the branch footfall during certain days of the month or week or certain hours of the day. This data will allow the customers to set an appointment for the date and time of their convenience or request to book a visit at a certain time and date of their choice. This not only helps to facilitate the customers but the personalized experience is a great way to improve customer happiness and satisfaction.

See More: How Queue Management System Helps to Provide Better Customer Service

Branch Locator

The branch locator is an excellent tool to improve customer experience with the mobile queue management system. The branch locator tool allows the customers and visitors to search for the nearest branches and offices to their location from the smartphone application. The application not only utilizes the location data to identify the nearest branch location but also allows the user a chance to compare the route to certain branches from their current location, as sometimes the nearest branch could be through the busiest routes and the next branch could be quicker to reach. This feature can greatly improve the customer experience.

See More: How a KPI Software can help provide better Customer Journey?

Customer Feedback

Customer Feedback is a great way to understand what your customers really need and what are their expectations from your brand. When a customer got service from your office or branch, they request to provide their feedback about their experience. It helps you understand the customer experience, customer journey, employee behavior, and much more. The request for customer feedback about their recent experience or visit to a brand help establishing a positive relationship as it gives an impression that the brand cares about their customers and is also eager to improve their experience.

See More: What are the Different Types of Queue Management System?

Targeted Communication

The mobile queue management system’s smartphone application can be utilized as a great platform for more personalized and targeted communication. The customers always expect from a brand that it will care about them and it will treat them as exclusive and important. The personalized communication and targeted marketing build an impression that the brand is exclusively sending these communications for you (customer), and it can really improve their experience and interaction with the brand. It also allows the brand to achieve specific marketing goals.

See More: How Queue Management System can benefit in shipping industry?

Mobile Queue Management System for Non-mobile Visitors

The mobile queue management system is very capable of handling the visitors and customers who are not coming from the smartphone applications or via mobile sign-up. The mobile queue management system seamlessly blends in all the customers and visitors from the mobile application or remote signup with the customers and visitors who are arriving directly to the branch. The priority and other parameters are completely controllable from the administrative dashboard. These features are designed to significantly improve the customer experience.

The digital customer flow management and other controls allow the management and staff to improve the customer flow management for the customers who are directly visiting the branch and don’t have any mobile ticket. The mobile queue management system seamlessly blends both mobile signups and non-mobile signups and manages the queue as per the predefined policies and processes. This maintains a great user experience for all the customers.

See More: Top 8 Benefits of Using Queue Management System

Conclusion

Mobile Queue Management System comes with remote sign-up, smartphone applications, and tons of other features. These features let businesses reduce the wait time and provide innovative facilities to their customers to improve customer experience. The mobile queue management system enables the customers and visitors to sign-up easily from their mobile apps or other convenient methods. The smartphone applications provide real-time updates and live data from the branch which shows all of the current queues and their stats, along with the estimated time to turn and other information that can help the customer to reduce the in-premises wait time to almost none. The queue mobile application also comes with a branch locator which is a great feature to locate branches and compare the ongoing queues or traffic to find out the quickest route to the branch with less active queues. The appointment booking features help the customers and visitors to set an appointment at their convenience. The appointment booking module also provides helpful data and information to help the customer understand the busiest and least busy work hours and days to set an appointment for them or any other way they prefer.

These all are features and functionalities of our mobile queue management system. These features help to improve the customer experience. When a brand offered too many customer-friendly options and makes the process easier and quicker for their customers, the customer will definitely build a positive brand image. Customer experience is a key to long-term success, it helps brands in customer retention, it improves customer loyalty and boosts positive brand identity and it helps to increase the number of new conversions and sales. RSI Concepts is a leading queue management system provider in Dubai, UAE our Mobile Queue Management System is equipped with tons of customer-friendly features along with simple administration and easier system integration with other corporate tools and enterprise databases. Which enables us to innovate our solutions and products. If you need a mobile queue management system or want to discuss a possible solution or upgrade for your business, feel free to reach us out through our Contact Us page or leave us a comment in the comment box below and we will revert back to you soon.

Check out this: How Virtual Queuing can Change the Business Process?

January 19, 2021

5 Tricks to Quickly Serve Customers Using Queuing System

In the modern world not only attracting more customers is difficult but sustaining the existing customers could also be a hectic job. A digital queue management solution and a queuing system could help you in both. We are living in a very advance society in Dubai, UAE. The technology is bringing innovation and convenience in all areas of life. The standards and lifestyle of common people are way too higher than any other part of the world. This lead to a trend of very higher expectations, which makes the customer satisfaction way too difficult. The customers are too sensitive and the competition is high, people don’t think twice to reach out to a new service provider. This makes it extremely important to serve your customers as per their expectations and make them happy.

The queue management solutions and queuing systems are helping out organizations and businesses to enhance customer experience and to increase customer satisfaction. An intelligent queuing solution when coupled with a sensible strategy could do wonder for the organizations and businesses. In this blog, we will discuss 5 tricks to quickly serve your customers using a queuing system.

1. Implement a Suitable Queuing System

Implementing a suitable queuing system could increase its efficiency by double. Businesses should only implement a specifically designed queue management system which could serve their specific needs. There are so many queue management systems available in the market. In order to choose a suitable queue management system for your business you first need to determine the following:

How many customers do you serve on daily bases?
How many customers do you serve in busy hours?
How many counters do you have?
How much space do you have in the waiting area?
Do you provide full service at a single counter? Or at multiple counters?
What are your objectives and goals for implementing a digital queue management solution?

These answers are very important in determining what type of queue management system will work better for you. It is always better to implement a customized solution. You can always consult a professional queue management system provider in Dubai, UAE such as RSI Concepts to assist you in implementing a suitable queuing system for your specific needs. An efficient digital queue management system can reduce the wait time and improve service delivery efficiency.

2. Offer Mobile Apps and Remote Sign-ups

Mobile apps and remote sign-ups are a great way of reducing the wait time. The mobile apps will allow the customers to remotely sign-up for the queue even before arriving at the branch or office. The smartphone applications are a very capable tool, businesses can use them to not only reduce the wait time but to also reduce the workload from the serving staff, which automatically results in quicker service delivery time. The smartphone apps and remote sign-ups allow the management to effectively handle the visitors and on-site customer flow. Which also results in the more managed queue and hence results in quicker service delivery.

3. Direct Customers and Visitors to the Right Person

The queue management systems also allow the management and staff to distribute the workload as per the expertise and ease of the serving staff. This leads to reduce wait time and due to the limited scope of the services, the staff also remained focused and serve better. This could significantly reduce the delivery time and make the service delivery process quicker. Routing the customers to their relevant counters the management can easily manage them in the premises. Routing also helps to maintain a great user experience and increasing customer happiness by reducing the wait time and service delivery time.

In case if complete service delivery is done through multiple counters, then having this feature helps a lot. The queue management system can automatically route each customer or visitor to the appropriate server, which reduces the wait time, allow efficient customer flow management and it also helps to reduce the workload of the servers, which also results in good customer experience and reduced service delivery wait time.

4. Automate the Customer Routing via Queue Management System

Automation always saves time and increase efficiency. By automating the customer flow and customer routing you can further improve the service delivery and reduce the time. But this is only applicable to certain scenarios. For example, your service delivery is done through multiple counters. In that case, the queue management system should be intelligently programmed to route the customers to the counters having less load. This will also reduce the wait time and it will improve service delivery efficiency. Another example of such scenarios is that, if a business is offering multiple services and there are different counters or a set of the counter is assigned to each service, in that case, the counter with less customers, should be utilized to distribute the customer flow from the busy counters to reduce the wait time and the service delivery time.

5. Gather Statistical and Usage Data and Measure KPIs

Another very useful feature of a digital queuing system is that it provides very detailed business insight. The businesses can collect system usage data, which can help the management in making decisions to further improve the service delivery mechanisms. The detailed statistical and analytical reports allow the management to gather valuable business intelligence. Some of the advance queue management solutions also allow integrating some customer/visitor feedback collecting tools. Which also provide great first-hand user feedback. The businesses can easily get information such as:

Daily footfall
Peak Hours
Peak Day
Busy Counters
Most Used Services
Average Time consumed by each service delivery
Agent’s performance
Remote Sign-up, In-premises Sign-ups, Kiosk Usage
Average Wait Time
Direct Customer/Visitor Feedback

These are only a few stats that are available by default in most of the digital queue management systems and solutions. There are so many other things which can be added to improve monitoring and business intelligence in any queuing system. Collectively these all inputs help management in taking decisions to improve the service delivery time, reduce the wait time, and improve customer satisfaction.

Conclusion

The queue management systems are becoming a necessity in all type of service-based industries. Whether it is a bank, a public office, retail sector, transportation, hospitals and clinics, hospitality sector, HR Departments, libraries, educational institutes, or any other industry which provides services through their counters, and the customer or visitor should have to visit a branch or office to avail the service. Each and every customer support sector requires efficient customer flow management, which is only possible if you have implemented some digital queue management solution.

Reducing wait time, improving service delivery, increasing customer happiness is the key to success these days. If you are operating in Dubai, UAE or any other GCC country, you should be aware of two things; one the competition and second the customer’s expectations. The higher living standards, tougher competition, higher government standards, each and everything ensures a high-quality product or service to the customers. The United Arab Emirates is also known for its higher acceptance level for innovation and technological advancements. Collectively these all factors not only push the organizations and businesses to continuously improve their products and services but these factors also raised the expectations of the customers.

If you want to grow you should be able to meet the customer’s expectations. You should be able to provide a unique customer experience in your branch or office and you should also have to ensure quickest service delivery which is only possible if you use an efficient queuing system to manage your customer flow. It is always good to consult with a professional queue management system and solution provider, such as RSI Concepts. Feel free to reach us out through the below comment box, or contact us through our Contact Us page.

Check this out: Benefits of Queue Management using Mobile Apps

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Tag: queue management best practices

5 Ways to Manage your Customer Service Queues

1. Automate Customer Flow

2. Reduce Customer Wait Time

3. Prioritize Different Customer Groups

4. Improve Employee Efficiency

5. Virtual Queuing and Online Booking

Conclusion

The Ultimate Guide to Queue Management

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?

Conclusion

Customer Experience Improvement with Mobile Queue Management System

What is a Mobile Queue Management System?

How Mobile Queue Management System impacts Customer Experience?

Remote Sign-up

Reduce Wait Time

Provide Real-time Updates

Instant Notification and Announcements

Appointments & Bookings

Branch Locator

Customer Feedback

Targeted Communication

Mobile Queue Management System for Non-mobile Visitors

Conclusion

5 Tricks to Quickly Serve Customers Using Queuing System

1. Implement a Suitable Queuing System

2. Offer Mobile Apps and Remote Sign-ups

3. Direct Customers and Visitors to the Right Person

4. Automate the Customer Routing via Queue Management System

5. Gather Statistical and Usage Data and Measure KPIs

Conclusion