3 Queuing Technologies Every Business Should Consider

As in all other areas of business, technology is transforming the ever-present waiting line and having a tremendous impact on customer satisfaction and loyalty, operational efficiency, and profits as a result. Today’s queuing technologies can help reduce the amount of time customers spend waiting, improve the customer experience in the queue, smooth customer flow, and drive impulse sales. What follows are three innovative and easy-to-use queuing technologies every business should consider.

1. Electronic Call-Forward Queuing

With its ability to manage customer flow efficiently and effectively – especially during peak times – it should come as no surprise that an electronic call-forward queuing method is being adopted by more and more organizations. Perceived wait times can be reduced by as much as 40 percent as customers are being successfully engaged as a captive audience in the queue--through integrated promotions, advertising, and branding delivered via digital media displays. Wait times, customer frustration, and anxiety are reduced as service agents efficiently hail the next person in line with the help of station lights, audio cues, and digital screens.  

2. Virtual Queuing

The process of virtual queuing is simple and intuitive: Customers register at a kiosk or via their mobile device and receive a unique call number and estimated wait time; customers are hailed to a service counter via LCD screens displaying their call number or via a text message. This innovative method of queuing technology offers additional opportunities to present promotional messages right in a customer’s hand. Ultimately, virtual queuing is a powerful solution that can single-handedly enhance the customer experience while simultaneously inflating the bottom line just by eliminating the physical wait. Simply having the freedom to shop or browse in a much larger area or relax while waiting for service decreases a customer’s perception of how long they’re actually waiting. And knowing their estimated wait time encourages a customer to stop watching the clock and trust that their turn for service is imminent. To make the wait even less painful, implementing an online scheduler enables customers to make an appointment time that’s convenient for them before they even set foot in your facility. It’s the pleasure of knowing you have secured a dinner reservation at a crowded restaurant extended to all types of businesses.  

3. Real-Time Queue Monitoring and Analytics

Customers want information, but managers want and need it even more in order to deliver a painless experience for customers in the queue. Real-time performance metrics are delivered directly to store managers, queue managers, and designated employees through mobile alerts or dashboards so that resources can be reallocated if, for instance, service is dragging or lines become too long. Predictive metrics help prevent any problems from occurring during traditionally busy periods – this proactive monitoring of the queue enhances service efficiency and, therefore, the customer experience. Having the ability to predict and respond to ebbs and flows of waiting customers is crucial to maintaining a good customer experience. Real-time queue monitoring and analytics benefits also extend to the customer in more obvious ways. Digital signage can be displayed in the waiting line or waiting area to inform customers of the wait ahead, eliminating the “unknown” element and tempering impatience. Being able to monitor queue performance, nip problems in the bud, and react immediately to unexpected snafus helps prevent reneging or disgruntled customers. Learn more about the best queue management technology solutions for your business by speaking with a Lavi expert.