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Why Business Need Mobile Apps along with Classic Queue Management System?

Why Business Need Mobile Apps along with Classic Queue Management System

A classic queue management system is a system that enables businesses to manage and control the customer journey at their stores, branches, and customer support centers. The queue management system is a great tool to manage customer flow and is very popular in Dubai and all around the UAE. If you have ever visited a bank or a telecom service provider or any government department, you would have noticed queuing systems there, they are everywhere. That is why whenever someone is visiting a business or organization, they are expecting a queue management system rather than long lines managed by the staff manually. Another most impactful event happened in 2020, yes the pandemic, and it changes everything, it also had changed the general behavior and expectation of the customers as well. Nowadays, customers prefer a fully or partially contactless customer journey along with a bit more digitalized customer experience. On top of that, social distancing has become a new norm. Businesses have to limit the visitors and customers to a certain number, depending upon their facility’s capacity. For example, earlier if you could accommodate 100 customers at a time, now you should have only 40 or so.

The social distancing, strict policies, and changed customer behavior demanded an innovative and high-tech solution to manage customer flow and customer journey. In Dubai and all around the UAE more than 90 percent of the population owns a smartphone and also have access to the internet. The government is offering tons of services digitally via smartphone applications. And smartphone usage is also higher in the country as compared to the other regions. People tend to spend hours on their smartphones on daily basis. This makes the smartphone a very powerful and effective platform for communication and customer services. The flexibility of smartphones and technological advancements lead to an entirely new era of digitalization. The queue management system is not different, businesses often ask about the mobile app for their queue management systems. When a mobile app is integrated with a classic queue management system it can offer a variety of features such as:

Improved Customer Experience and Customer Journey

Improved Customer Experience and Customer Journey

The mobile apps are very convenient and easy to use. Everyone loves them these days. People tend to rely on mobile apps more than on websites for acquiring digital solutions. Several surveys and data suggest that if given a choice between a website and a smartphone app for digital services most of the customers will prefer mobile apps. The mobile apps don’t always require you to sign in, the customers can leave a process in the middle, and as soon as they will open the mobile app next time the process can be continued from there. Smartphone apps are easier to perform tasks, people tend to spend more time on different types of mobile apps rather than surfing the websites. This is why people prefer mobile apps over traditional websites. For example, when it comes to online banking, almost 90% of the times customers prefer to use smartphone apps rather than the website. This is why mobile apps are very important and can be more efficient. The customer journey is improved with mobile apps, and people feel more comfortable with the mobile apps.

In the case of a classic queue management system, the mobile app can provide various features which can improve customer experience and customer journey. Such as:

Enables Smart Mobile Queuing

Enables Smart Mobile Queuing

When a classic queue management system mobile app is used the businesses can offer their customers and visitors to have a facility to issue mobile tickets. These are also like the regular paper tickets but the only difference is the mobile ticket are digital and are stored inside the mobile app. This allows the customers to have freedom of waiting anywhere whether outside or inside the branch. Those kinds of features and flexibilities can significantly improve customer experience and customer journey. This also reduces the workload of the staff and employees and improves their efficiency. When the wait time is reduced and the customer has a great experience prior to reaching the counter, it is easier to satisfy them as well. If a customer had a bad waiting experience or they will have to wait for so long at the end when they reach to the counter they are already frustrated and annoyed, it becomes far more difficult to please them at that time and more customers end up leaving unhappy.

Less Wait Time More Customer Happiness

Less Wait Time More Customer Happiness

The wait time is very crucial for customer happiness. The studies have shown that an average customer can wait for up to 13 minutes and wait time any longer than that start impacting their mood and as much as the wait time extends it keeps bothering the customers and the customers start getting annoyed, anxious, or stressed. Long wait times completely ruin the customer experience. No matter how hard an agent/server tries to please them they will not be happy. Another important factor about the wait time is if the wait time is known or not. The fear of the unknown is in human nature, the studies have shown that if the wait time is known to the customers they feel better and the waiting is also less stressful, but it the wait time is unknown then the customers will get more anxious. The smartphone application can be used to provide live information about the queuing with the estimated time of the customer’s turn. This also reduces the negative impact of waiting. With smart queuing and virtual queuing using mobile apps, the wait time can be reduced to virtually none. As the customers have the freedom to wait anywhere, they are only required to arrive at the very exact time of their turn which means they will get served immediately after arriving at the business. This improves the customer journey and customer happiness.

Offers Virtual Queuing with Mobile Apps

Offers Virtual Queuing with Mobile Apps

The queue management system mobile apps are a great platform to offer virtual queuing. The virtual queuing allows the customers and visitors to signup remotely, without being physically arriving at the business or branch. Usually, the remote sign-up is done through various mediums such as Smartphone applications, SMS, Email, Phone Call, Customer Portals, Websites, etc. But the mobile apps are the best way to offer virtual queuing. The mobile app can instantly issue an E-Ticket or digital token, which sign-up a customer for a virtual queue. The mobile apps can also provide real-time updates, queuing data, notifications, alerts, and much more. This allows the customers to sign-up for the queue from their smartphones, then they can either wait outside or plan their visit accordingly that they reach closer to the estimated time of their turn. This reduces the wait time and is also very helpful for the staff and management. Virtual queuing also allows implementing social distancing and other company policies easily. The management can have more control over the customer flow and can also communicate with the customers through the mobile app if needed.

Mobile App Provides Branch Locator and Trip Planner

Mobile App Provides Branch Locator and Trip Planner

The branch locator and trip planner are very useful features of the queue management system mobile app. The branch locator helps the customers to search and locate the branches in their proximity. It can also provide additional data such as the route to the branch, the current queuing details in the branch, the timings, contact details, and much more. The branch locator helps customers and visitors locating a branch with the probability of getting the quickest service. The customers and visitors can also have access to the important branch information, such as the route which can also be linked with navigation and the information of the busy hours, busy days, and the most convenient time to visit. Which could help the customers to easily plan their visit. Such features are very helpful in making the customer journey more desirable and convenient and also improve customer happiness.

Mobile App Provides Appointment Booking Facility

Mobile App Provides Appointment Booking Facility

The queue management system mobile app can also be linked to an appointment booking system or it can have an in-built appointment booking module that enables the customers to easily plan their visit and book an appointment at their convenience. Moreover, the mobile app also keeps a record of past appointments and it can also provide useful information about the busy hours, busy days, etc. Sometimes some services are exclusive for certain branches only, that information is very important for the customers. If a customer arrived at a branch and then learned that the service they need is only offered at another branch they will be upset and annoyed. There is so much other information that can be provided in order to improve customer experience and customer journey. The customers and visitors can easily book appointments using mobile apps and set reminders and alerts for that appointments. The calendar app can be integrated too to highlight the appointment on the calendar. There are so many features that can be added to improve customer experience and customer journey.

Mobile Apps Collect Customer Feedback

Mobile Apps Collect Customer Feedback

The queue management system mobile apps are a great way to collect customer feedback. Usually, businesses use tablets, touch screens, and kiosks to collect feedback. Sometimes customers don’t use these devices as they think if they will do the survey the next customer will have to wait. Especially the customer who had a great experience and want to give a positive remark, usually avoid attempting feedback because they don’t want to put the next customer on wait. That is why mobile apps are a better alternative for customer feedback. Moreover, when businesses are setting up feedbacks and surveys for the mobile apps or online they can have more questions. The customers usually do such things when they are free so more questions will not go to affect the conversion rate. In fact, when customer feedbacks and surveys are done through mobile apps the conversion rate is always higher. The mobile apps can have notifications, reminders, and alerts which encourages more customers to do the feedback. Another great advantage of conducting customer surveys and feedbacks through mobile apps is that the business doesn’t have to ask the customer to input their contact and identity details, this can be extracted from the app automatically. Some businesses also have follow-up features. The customer support agent can contact the customers after the submission of their feedback. The personalized communication also improves customers’ happiness and increases their confidence and trust in the brand. Especially in case of negative feedback the staff can easily follow up with the customers and resolve their problems or inform them about the actions taken to prevent any such inconvenience in the future.

Mobile Apps Provide Valuable Business Intelligence

Mobile Apps Provide Valuable Business Intelligence

Business intelligence is the most important data that is required while decision-making and making future strategies. The mobile apps contribute to that too. The customer data, their purchase patterns, their favorite products and services, and all such information are very helpful to understand the market trends and to evaluate the products and services. Moreover, mobile apps can also be helpful in tracking the customer journey. The mobile app can track the time between the ticket generation and the service delivery accurately. With this data along with the data of the services, the business can easily understand which services are taking more time and which are taking less time. The business can also utilize this information to compare with the employee KPIs to increase their assessment accuracy and measure performance. In addition to all that the customer feedback collected from the mobile app is extremely important and it can provide a variety of information which are crucial for making informed decisions and effective policies. The customer surveys, happiness meter, NPS Score, difficulty score, customer satisfaction score, and much more are very helpful in evaluating various business processes and practices. Mobile apps are a great source of vital business intelligence data.

Conclusion

The mobile apps are used by everyone, whether it is a social media application, a service app, banking app, eCommerce, food ordering app, everyone is using the mobile apps in one form or another. The pandemic has completely changed the marketing industry and businesses and marketers are eagerly seeking innovative solutions to provide their customers with a digitalized and contactless experience. For classic queue management systems, the virtual queuing and mobile app-based queuing feature is gaining popularity. The mobile apps are a great tool for virtual queuing as well as for ordinary queuing. The mobile apps provide better control over customer flow management and also enhance the customer journey. Businesses can offer so many innovative features to improve customer engagements and increase customer happiness. The mobile apps can offer online appointment booking, branch locators, E-Ticket or digital tokens for the queue, remote sign-up facility, and real-time queuing tracking with alerts and notifications, and much more. The customer feedback collection and business intelligence gathering is a great source of data that can be very helpful in analyzing, evaluating, and improving business processes and practices. RSI Concepts is a leading name in Queue Management System and Customer Satisfaction Solutions providers in Dubai, UAE. Feel free to reach out if you want to transform your customer’s journey by integrating mobile apps with your classic queue management system. 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.

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Pros and Cons of Queue Management System

Pros and Cons of Queue Management System

A queue management system is considered to be a necessity these days. As almost all sorts of industries are adopting it in Dubai and other parts of the UAE. Do businesses most often think what are the pros and cons of a queue management system? The purpose of this blog is to provide a detailed overview of all the advantages and disadvantages or limitations of a queue management system. Generally, a digital queuing solution is very beneficial for a business. Any queue management system is used to achieve two primary objectives, one is customer satisfaction and the other is to improve employee performance. Customer satisfaction and improved employee efficiency are important for building a positive brand image that attracts more customers and also improves conversion rates. Businesses can easily achieve their goals and increase their profitability by simply implementing a queue management system.

Here are the pros and cons of a queue management system:

Pros of a Queue Management System

Pros of a Queue Management System

There are several pros of a queue management system, such as:

1. Efficient Customer Flow Management

Efficient Customer Flow Management

With the help of a queue management system businesses can easily manage and streamline their customer flow. The queues are well-organized, automatically controlled, no or very limited human intervention in managing the queues, no line jumpers, no disputes and troubles inside the waiting lines. The businesses had to keep a lot of staff to manually manage the queues and to cope with the problems occurring in manual lines. This was not causing troubles for the staff but such problems also affect the customer experience and delay in the customer journey. A queue management system can automatically manage all these things, there is no human intervention, so people don’t complain much about their positions in the queues, there are literally no disputes as everyone knows the lines are controlled by the computer program and not by a human being. This is why a queue management system can not only improve the customer experience and customer journey but it also reduces the workload on the employees, the business can manage massive queues with only a few staff members.

2. Reduced Wait Time

Reduced Wait Time

One of the biggest advantages of a queue management system is that it can significantly reduce the wait time of the customers and visitors. Several studies and various market researches have suggested that an ordinary customer or visitor can happily wait for 13 minutes, any time longer than that starts bothering them, if your customers get annoyed before even reaching the service counter, the chances are they will going to have an average or maybe bad experience with the agent too. No matter how hard the agent tries to satisfy them, if they had to wait for a long time, they will eventually end up leaving the premises unsatisfied and unhappy. So a reduction in wait time is extremely important to improve customer experience and customer journey. The queue management systems can easily reduce the wait time by a significant margin comparing to manual queuing.

3. Organize and Automate Customer Journey

Organize and Automate Customer Journey

A queue management system not only helps to reduce the wait time but also helps to organize and to automate various processes throughout the customer journey. Most businesses have various different services and different service delivery practices. Each business tries to make its customer journey unique, convenient, and easiest. All businesses have their own policies, priorities, and objectives. Some services are popular and some are not, some services require specially trained staff and so on. In some cases, a single service could take multiple counters to get the process done. All these situations make the customer journey complex and difficult to manage manually. However, with a queue management system businesses can program it as per their policies and the system will do the rest.

The queue management system can easily identify the required service during the signing-in process. Then it issues the ticket for the respective counter(s). The queue management system can also take the customers and visitors through the stepped service delivery process in which multiple counters are involved in a full-service delivery. The queue management system can also identify the priority customers and direct them to their dedicated counters. All this happens automatically and instantly. Moreover, the queuing systems can automatically reroute the customers to the vacant counters and to the counters with smaller queues. The management only has to configure the policy one time and the queue management system automates the process and handles the customer journey automatically. This not only makes the journey fast but also completely eliminates the errors and problems that are common in manual customer journey management.

4. Improve Employee Performance and Increase Service Quality

Improve Employee Performance and Increase Service Quality

Without a queue management system, the most of the employee’s efforts are consumed by managing the customers and visitors. However, with a queuing solution, the customer flow and many other things can be automated and managed by the system, which leaves very little work for the agents/server. The employees can focus more on their primary tasks. This boosts employee performance and makes them able to serve more customers in a single shift. Above all, each employee can easily focus on serving the customers so the service quality also improved and the customers get a better experience. This is how the queue management system helps businesses in improving their employee performance.

As the customer journey and various touchpoints are being managed by the queue management system, automation makes the processes simpler and quicker. It also reduces the workload of the employees and the employees focus more on serving the customers. Not only that, with the less wait time, automation and well-organized queue management the employee also got a good experience and when they reached to the counter they are not stressed or annoyed, this let the agent communicate well with the customers and visitors. Which also improves the service quality. The customers who are calm and happy are much easier to satisfy than the customers who reached the counter after hours of wait and going through a bad wait time experience.

5. Reduce Cost, Increase Customer Loyalty and Increase Profitability

Reduce Cost, Increase Customer Loyalty and Increase Profitability

A queue management system is far cheaper than having employees managing customer flow manually. The queuing solution also reduces the workload of the agents/server which means a single agent or server can serve more customers in a single day, which reduces the number of required agents/server and allow the business to cut the cost. Excellent customer journey management and great customer experience ensure customer satisfaction. A happy customer tends to be more loyal than an unhappy customer. Some of our customers have witnessed a huge rise in customer loyalty and returning customers after deploying a queue management system in Dubai, UAE. A happy customer will be more loyal to the brand. The customer loyalty help business to improve customer retention. And it directly impacts growth and revenue.

If a business has a stable foundation of loyal clientele, they can expect higher conversion rates too. Which ensures steady growth. The happy customers not only give repeated business but also help brands in building a positive brand identity. If a customer has a great queuing experience they will tell their friend, family, and colleagues, and become brand advocates which is great for brand image building. If a brand has a positive brand identity, it tends to attract more new customers and its marketing efforts also return good results only due to its positive image and good brand identity. A queue management system plays a vital role in improving customer happiness and customer satisfaction.

Cons of a Queue Management System

Cons of a Queue Management System

There are only a few cons of a queue management system, such as:

1. High Initial Investment

High Initial Investment

The initial investment is relatively higher. That is also a big reason why businesses are so skeptical when making a decision on a queue management system. As the queue management system contains several hardware components and several software features, which increases the project cost. It is usually the hardware that costs you more. There are multiple digital signage, interactive kiosk or ticket dispensing machines, customer announcement system, counter plates or counter displays, networks, etc. These all hardware components are just a bit expensive but are long-lasting and comes with a longer lifecycle and warrantees.

2. Regular Maintenance

Regular Maintenance

As there are so many hardware components involved so regular maintenance is mandatory. It is a common practice in Dubai and all over the UAE that whoever is acquiring a queue management system also sign-up for an annual maintenance contract. This also impacts the overall cost. Usually, regular maintenance is required to solve network-related problems or less often the ticket dispensing machine or interactive kiosk requires maintenance. It also requires regular paper role filling at which it prints tickets. That is why regular maintenance is required.

3. Local Hosting or Online Hosting /Cloud

Local Hosting or Online Hosting /Cloud

As the queue management system comes with queue management software too. Which has to be hosted on a server. Usually, businesses prefer to host the software in their on-premises data centers, which is costly and requires regular maintenance and management too. In the case of online hosting or cloud-based solutions, the business will have to sign-up for the annual maintenance services. Which also increases the overall cost of a queuing solution. Either way, additional cost, and regular maintenance are required.

4. Expensive Software System Integration

Expensive Software System Integration

Most of the time the queue management software integration with other corporate tools and enterprise solutions is not that costly. But in some cases where customization is required, the businesses might have to pay extra to all the parties involved. For example, if a particular feature is needed with the queue management system that requires integration with the ERP or Customer Loyalty Program, then either a middleware is built to synchronize both the systems or modifications are required at both ends. Either way, the business will have to bear additional costs for the system integration.

5. Limited & Expensive Hardware Customization/Upgrade

Limited & Expensive Hardware Customization/Upgrade

Although the software customization and upgrade is a bit less costly the hardware upgrade, customization or modification is a bit expensive. There are only a limited number of hardware devices that can be integrated into the system to build useful functionalities. For example, if your sign-up process needs the customer or visitor to scan their Emirates ID card, and later you realize that rather than Emirates ID card or even along with that you also need Facial Recognition. In order to build this feature, the interactive kiosk must have to be modified or customized. Once a kiosk design is built it is very hard to customize it, in most cases, the businesses end up buying altogether a new kiosk model. Which not only increases the cost but also wastes the older kiosks. That is why hardware customization and upgrades are difficult and expensive.

Conclusion

When we talk about the pros and cons of a queue management system we should think about the long-term return over the investments rather than just the initial cost and expense. A queue management system’s initial cost is a bit higher but in long term the benefits are staggering. With the improved customer experience and quicker customer journey with improved service quality and boosted employee performance, the business can achieve a great competitive edge over their competitors. So, I would suggest rather than considering the short-term expense the business should focus on the long-term goals and profitability that is only possible with a queue management system. The queue management system helps businesses in improving customer loyalty and customer retention, which leads to positive brand identity. The positive brand image attracts more customers and improves the conversion rates. So in longer terms, a queue management system can offer a great ROI. RSI Concepts is a leading Queue Management System brand, we offer very cost-effective customized queuing solutions. 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.

Check out this: Difference in Wired and Wireless Queue Management System

Difference in Wired and Wireless Queue Management System

Difference in Wired and Wireless Queue Management System

Queue Management System is a very important tool to manage customer experience and customer journey. In Dubai and all around the UAE the markets are very competitive, the customers are very conscious and demanding, if a business fails to satisfy their customers, they will immediately switch to a competitor. That is why the customer experience and customer journey is extremely important. The happy and satisfied customers are more loyal and likely to remain with the business for a long period of time. Such customers not only give repeated business but are also helpful in promoting positive brand identity and brand reputation. Brand reputation is a key to sustainability and growth. That is why businesses all around the world are investing heavily in solutions and systems to improve customer happiness by providing them a convenient customer journey and managing their experience with the help of various tools. The queue management system is the most powerful and most effective tool to improve customer happiness and customer experience.

Almost every business located in Dubai or any other part of the UAE that deals with customers on regular basis at their offices and branches should have a queue management system or a queuing solution. The queue management system automates various steps, streamlines customer flow, reduces wait time, improves employee performance, and provides a smooth customer experience. There are so many different queue management system vendors and suppliers working in Dubai, UAE. All of them are offering various different queuing solutions. This makes it a bit confusing for the clients, who are seeking a queue management system. There are several queuing solutions on the basis of features, functionality, and application, some of which are general purpose and some are purpose-made only for certain industries or applications. This is why we are writing this blog to help our customers and audiences easily choose the best solution for them. There are two major types of queue management systems on the basis of hardware, wired, and wireless queuing solutions.

Wired Queue Management System

Wired Queue Management System

The wired queue management system is the oldest form of a queuing solution. There are several applications of a wired queue management system. As the name suggests, the entire system and its all components are connected with wires. Earlier the queue systems were used only for managing queues. Nowadays a queue management system has transformed into a very powerful customer satisfaction management tool. Business can not only manage their queues but they can implement various company policies using a queue management system. Businesses can easily improve their methods and practices, automation and connectivity enable innovative solutions that provide a great competitive edge.

Wired Queue Management System Components

A basic wired queue management system consists of the following components:

  1. Ticket Dispensing Machine or Interactive Kiosk
  2. Digital Signage for Ticketing Information
  3. Announcement System (Audio + Visual)
  4. Counter Plates or Counter Screens
  5. Cabling and Network Devices
  6. Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)
  7. Server-Side Software Application (Administrative Dashboard)
  8. Agent Terminal

These are the basic components of a wired queue management system. The software has to be hosted on a server, either online or offline. Mostly in Dubai and other parts of UAE businesses prefer to host the application on a local server.

Wired Queue Management System Customer Journey

The first interaction of a customer is with the ticket dispensing machine, where they can press a push-button or soft-touch button to print their ticket number. These days, mostly an interactive kiosk is used instead of a ticket dispensing machine. The kiosk comes with a medium-size touch screen that shows other important information too. The kiosk can also be configured with additional hardware accessories to further improve customer experience and customer journey.

The digital signage is placed in the waiting area, showing live feeds of queuing information and some multimedia content. The visual announcements are made on the same signage screens. The audio announcements are done through a connected set of audio systems. The audio announcements are usually multilingual. In the case of digital counter plates or counter displays, the ticket number is also displayed there to help customers in finding their counter.

Wired Queue Management System Applications

The wired queue management systems are suitable for almost all sorts of applications. However, for certain applications and scenarios the wired queue management system is the only choice. For example, in hospitals, where the wireless signal can interfere with medical devices and machinery. Or such facilities where wireless is not available. Or In such scenarios where there are too many wireless users such as malls, food courts, etc. where shared WiFi is used. In places such as airports, government departments, banks, etc. where security is a huge concern, we always recommend wired queue management systems.

Wireless Queue Management System

Wireless Queue Management System

The main reason for using a wireless queue management system is that it is easy to install and it is very cost-effective. It is very important to understand what your objectives with the queue management system are and what else you could do with it in the future? A queuing solution is a long-term investment and these systems are based on a very flexible technology that can easily be upgraded and improved. So, keep those things in mind too. Another big advantage of the wireless queue management system is that it is can be online or cloud-based. The software is designed in a way to uses minimum hardware and it may also allow the clients to use their existing hardware too, for example, tablets, iPads, or even smartphone applications can be built for the end-users (customers and visitors). The wireless queue management system is very cost-effective and it comes with modernized solutions and features that can be further customized easily over time to improve system efficiency.

Wireless Queue Management System Components

The wireless queue management system doesn’t have a long list of system components, although the process and operation are the same, the objectives and goals are the same, however, most of the hardware components can be replaced with software or businesses can repurpose their existing hardware, such as computers, tablets, etc. On top of that, all the hardware devices and various dashboards don’t require to connect via network lines or don’t have to be on the same local area network. This also enables businesses to move the components around with ease and comfort without bearing any additional cost so the businesses can easily rearrange various connected hardware or simply they can relocate them to a different area or even branch too. Here are some basic components of a wireless queue management system:

  1. Sign-up Mechanism
    1. Ticket Dispensing Kiosk

OR

  1. Virtual Sign-in (QR Code, Smartphone Apps, Call, Email, SMS, Online Appointment, etc.)
  1. Digital Signage for Ticketing Information
  2. Announcement System (Audio + Visual)
  3. Counter Plates or Counter Screens
  4. Online Administrative Dashboard
  5. Online Agent Terminal
  6. Optional Accessories (Stanchions, Fixed Signs, Markers, etc.)

These are the basic components of a wireless queue management system. In Dubai and all across the UAE business usually prefer online hosting or a cloud-based solution for the queue management system software. All the hardware devices are linked to that system via the internet, hence no need for cabling and network. This also reduces the cost and makes operation and maintenance easier. The online feature provides flexibility and convenience for both the management and the customers and visitors. Respective terminals, dashboards, and interfaces can be accessed online from any computer, tablet, or even smartphone.

Wireless Queue Management System Customer Journey

The wireless queue management system offers an even better customer journey and it also allows businesses to easily rearrange the hardware to further improve the customer journey. The facility to be able to sign-in wirelessly allows the customers and visitors to sign-up for the queues even before arriving at the branch. This significantly reduces the wait time, in fact, in some cases, the wait time can literally reduce to none. This improves the customer journey and customer experience. The customer journey starts with a sign-in process like any other traditional queue management system. Then the customers can be provided with live feeds and announcements on the digital signage placed inside the premises or either on their mobile devices or computers via customer portals or smartphone applications. The customer call is also done through all the above-mentioned mediums along with notifications in the smartphone, SMS alerts, and audio announcements inside the branch.

The customer portals, smartphone applications, and online appointment booking systems are designed to improve customer experience and customer journey. The customers can be provided with additional information to improve customer engagements and to make their waiting experience more pleasant. The customers can arrive at the counter when their ticket is called or when they got the alert or notification and then they can avail the service instantaneously. Later on, the customers can also be contacted to submit their feedback and share their suggestions via digital mediums. The wireless queue management system is also equally capable of capturing all the statistical data and business intelligence to further help businesses in improving their future strategies and policies.

Wireless Queue Management System Applications

The wireless queue management system can be used at any place where the traditional wired queue management system can be used. Although there are very few limitations, such as places and scenarios where the wireless connection is not possible or especially in hospitals and clinics where wireless signals can interfere with the medical equipment and life-saving machinery. Considering the usability, flexibility, and low cost, the wireless queue management systems are a much better choice than a wired queue management system in a regular customer support and service scenario.

The wireless queue management systems are ideal for businesses who want to upgrade, relocate, or temporarily installing a queue management system. Here in Dubai and other emirates of UAE certain businesses often require to set up temporary offices in remote locations, or have to set up off-campus offices for a temporary time period, mostly the events, fairs, and temporary offices at project sites, etc. for such requirements businesses prefer to acquire a queue management system on rental bases. For such scenarios a wireless queue management system is ideal. It is very cost-effective, the setup and relocation cost is very low, as all the devices are wireless, moving them to new locations is very easy. The businesses can use their in-stock hardware and once used they can easily decommission it. Or else the hardware used with the wireless queue management system can be stored in the storage until the next requirement. Either way, it is very cost-effective.

Conclusion

A queue management system is a basic necessity to be able to improve and manage the customer experience and customer journey. The modern-day queue management systems not only allow the businesses to improve their customer journey and branch efficiency but also provide valuable business intelligence which can further be utilized to improve business practices and products & services. There are several different types of queuing solutions available in the market in Dubai, UAE. The two major classifications are wired and wireless queue management systems. The wired queue management system is the traditional form of queuing solution, however, these days the wireless queue management systems are also gaining traction. Both are equally useful, in some cases, the wired queue management is the only choice, and in some cases, the wireless queue management system is the best option. The purpose of this blog was to give our audience and customers a brief understanding of the difference between wired and wireless queue management systems. If you are still not sure which type will suit you, do let us know through our Contact Us page or leave a comment in the comment box below and we will revert back to you soon. RSI Concepts is a leading queue management system provider in Dubai, UAE.

Check out this: List of 5 Prerequisites of Queuing System

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