It’s easy to imagine that eliminating the need to stand in a queue for service can go a long way toward improving customer satisfaction. But you might be surprised to find out that eliminating the actual waiting line can also improve service efficiency and ultimately create a positive impact on business profits. Virtual queuing does just that: eliminates the “pain” of waiting, helps businesses serve more customers at a faster rate, and boosts impulse sales. Let’s look at each of these benefits from the perspectives of the customers, agents, and businesses impacted by a virtual queue.
Customers Have a More Enjoyable Wait
For customers, being able to register for the service they want and then wait where they please, take care of other tasks, check their email, or just appreciate the fact that they’re not standing in a long, snaking queue is a relief and a delight. Touchscreen kiosks or mobile registrations make the virtual queuing process painless and seamless, allowing a customer to feel in charge of their own wait, rather than being at the sole mercy of an interminable line. Data entry is made easy beginning with multi-level menus for selecting the right service. For instance, the DMV could offer four categories: license renewal, tags, registration, and driving test. If a customer is unsure, they can answer a series of questions that guide them to the appropriate service. With a printed ticket in hand, or the knowledge that a mobile alert is coming their way when it’s their turn, the customer can relax. As part of a virtual queue, they can also wait in a designated area equipped with LCD screens that display visual and audible notices of a person’s turn to be served. A virtual queue allows a customer to wait their turn without confining them to one spot.
Agents are More Efficient
In a virtual queue environment, the most effective interactions with service agents begin with the customer. When customers “check in” to a virtual queue they can be prompted to provide details that will allow the system and agents themselves to serve customers more effectively and efficiently. For example, knowing a customer is waiting in line to pay a bill as opposed to waiting to open a new account allows the virtual queuing system to automatically prioritize the transaction and direct the individual to the correct service station the first time. Through their own device or screen, service agents can view all waiting customers and receive visual alerts when wait times or other data meet preset thresholds. With the simple push of a button, agents call the next customer on a first-come, first-served basis. The beauty of a virtual queue set-up also allows an agent to prioritize or re-queue a customer to improve their experience; they can even transfer a customer to another service that is better suited for their needs.
Businesses are More Profitable
In the most direct way, businesses are made more profitable with a virtual queue because customers are not confined to a waiting line. They can actually be free to continue shopping around while they wait. Profitability is also impacted by the creation of happier and more loyal customers and of course, through the ability of service agents to serve more customers, faster. Let’s face it: Your customers don’t want to wait. Virtual queuing eliminates the dreaded wait and delivers real business results. Is virtual queuing appropriate for your business? Talk to a Lavi expert and find out.
