3 Reasons Your Customers Will Appreciate a Virtual Queue

November 14, 2013Perry Kuklin

In many European countries, the typical vacation allowance is around six weeks. Some companies even shut down operations for weeks at a time so everyone can go on holiday. The emphasis is on spending your time the way you want it. Time is truly appreciated. While, alas, our culture may not support such amounts of leisure time, businesses can implement a queue management system that respects a person’s free time and what they choose to do with it… even if they’re squeezing in a wait on their lunch break, after work, before picking up the kids from school, or instead of spending an hour at the gym. Virtual queuing is one such system that allows people to queue, without waiting in a physical waiting line. The following three reasons emphasize just how much your customers will appreciate a virtual queue and the option to be free from standing in line.

1. They're busier than ever.

Research shows that Americans are overworked, overstressed, and taking less vacation. A study by Keurig and Brew Over Ice found that 65 percent of Americans are not able to make time for themselves at least once a day. And in an op-ed piece for The New York Times, Tim Kreider writes that we’ve turned into a nation addicted to busyness, finding ourselves “anxious and guilty” when not in the middle of a jam-packed day. You’d think that people might appreciate the “down time” of standing in line and just doing nothing, but the reality is actually the opposite. Being forced to stay in one place in a waiting line is just one more thing on the to-do list. A virtual queue actually provides customers with a choice and freedom to wait as they please, when they please, even amid the busyness of their daily lives.

2. They're more mobile than ever.mobile technology

The Pew Research Center found that 56 percent of Americans now own a smartphone, and 91 percent of the adult population owns some kind of cell phone. Nearly everyone is connected in some way, and the majority of people are incredibly wired. What does this mean for queue management? Businesses that implement a virtual queue will most certainly see their customers embracing the mobile aspects of this new line. Virtual queuing systems allow customers to register for their place online through their mobile device, and communicate with service agents about when their turn is imminent or if they need to delay their turn. In other words, the technological elements of a virtual queue connect a business with its customers even more.

3. They have more options than ever.

The days of brick-and-mortar as the one and only shopping option ended with the dawn of e-commerce. The growth of online shopping for goods and services alike continues to grow, making it much easier for people to shun queues altogether and get their errands, shopping, and tasks taken care of via computer or handheld gadget rather than suffering in a waiting line. Brick-and-mortar establishments need to innovate in order to compete with the speed and convenience of the internet. After all, there is still the beauty of getting what you want immediately when patronizing a brick-and-mortar establishment – add to that the unique new way of waiting that is a virtual queue and you’ll keep and convert customers who might typically operate online only. Eliminating the physical act of waiting in a traditional line is modern and forward-thinking. Our tech-savvy population will appreciate the choice.

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