Eliminate the Customer Flow Bottleneck with Electronic Queuing

October 17, 2012Perry Kuklin

Electronic queuing digital display

Reducing perceived and actual wait times remains one of the biggest goals of any queue management or customer flow strategy. Electronic queuing can reduce perceived wait time up to 40 percent as customers are kept busy with electronic media and kept in check with known wait times, and often, the “feeling” that a line is moving quickly is enough to keep people happy. But the true win-win is a queue that not only feels like it’s moving faster—but actually is moving faster. Electronic queuing offers an innovative way to improve productivity and service while eliminating the customer flow bottleneck that can creep into long, arduous, and aggravating waiting line systems. In other words, electronic queuing systems can make a line actually and perceivably shorter. And that’s great news for everyone.

A Solution for Any Queue

Electronic queuing systems can instill a sense of fairness, order, and flow in any situation—single-line, multiple-line, or virtual queues in a store, stadium, airport, or service center.  Overhead LCD monitors direct customers to the next available service agent so everyone keeps moving – customers and employees alike. No one waits longer than is absolutely necessary, and service efficiency is increased by as much as 35 percent.

Greater Service Efficiency = Better Customer Flow

With the push of a button, an agent can cue flashing lights or an audible call-forward instruction alerting the next customer that it’s their turn. This also means the shouts of “Next customer!” and “I can help you over here!” are eliminated, making for a more peaceful customer flow and eliminating the rubberneckers looking for a better spot in line.

Optimize Your Electronic Queuing Approach

There are three key electronic queuing components (others are available) used to maximize your investment and optimize your customer flow:

  • Digital displays: Digital displays in the waiting area can provide estimated wait times, offer a visual notification of a customer’s turn to be served, and direct individuals toward their assigned service agent. This visual queue works despite surrounding noise to keep the service moving.
  • Audible cues: Prompts delivered in a pleasing voice through speakers placed near the customers standing in line or waiting in a virtual queuing area will allow the daydreamers to daydream and let the pragmatic guests relax a bit instead of chomping at the bit to find a shorter, “better” line. Giving people the permission to be comfortable can go a long way toward enhancing customer happiness and maintaining customer flow.
  • Station lights: Station lights placed at each service station can help customers who may be hard of hearing or who may have heard their number called but aren’t sure which station is their destination. This often subtle, often overlooked component of electronic queuing can deliver a few seconds here and few seconds there to add up to measurable efficiency.

Electronic queuing can improve customer flow in a wide range of queuing environments. Installation of the right system should be fast and easy, with plug-and-play or networked options available. Learn more by talking to a Lavi queuing expert.   BONUS: Download our free Electronic Queuing Buyer’s Guide (no registration required!).

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