4 claves para un exitoso manejo de filas de espera y felicidad de los clientes

Regardless of how your waiting line is configured – single-line, multiple-line, virtual, or otherwise – the principles of successful queue management are universal. With these four bases covered you can ensure a smooth-running, streamlined waiting line and happy, satisfied customers.

1. Focus on the Customer Experience

The waiting line is a means to an end, but just because a customer makes it to the queue doesn’t mean they’re actually going to stay put. Customer satisfaction is crucial to business success, and a great deal of customer dissatisfaction can occur within the waiting line. It’s necessary for businesses to focus on making the waiting experience more satisfying by addressing the psychological factors that drive customer perception: occupy their time, get them started, reduce anxiety, make the wait known, explain the wait, and make sure the wait is fair. Lavi Tip: One powerful way to show customers you respect their time is to present them with accurate expected wait times and personalize their experience with SMS/text-based hailing (let them do other things while they wait and simply text their mobile phone automatically when it's their turn to be served).

2. Address Perceived Wait Times

While the actual time spent waiting is important, how long customers think they’ve been waiting is far more impactful on customer satisfaction. Perception is what matters most. It’s the responsibility of a business to take the necessary steps to distract, entertain, and occupy customers to lessen the “pain” of waiting.

Lavi Solution: The ultimate way to decrease perceived wait time is to free the customer to shop or relax while they wait for service. Virtual queuing makes this possible.

3. Maximize Customer Flow and Increase Service Efficiency

At its core, queue management is an exercise in operational efficiency. When a greater number of customers can be efficiently moved through the line, a greater number of transactions can be completed. Looking at the entire customer service interaction from the time customers enter the waiting line to the time they leave the premises can help businesses find ways to improve customer flow and increase efficiency. Lavi Solution: Virtual queue management gives agents and cashiers the ability to easily and automatically pull from other service queues, prioritize, or transfer customers between queues.

4. Optimize Agent Efficiency

Effective queue management requires businesses to look at the people they rely on to serve customers. Are agents working efficiently? Is it taking too long to perform a given transaction? Is one agent serving fewer customers than his counterparts? Agent efficiency is an often-overlooked key to decreasing wait times and keeping customer frustration at bay. Lavi Solution: Turn to a robust real-time and historical reporting suite which includes statistics on agent utilization, average and maximum service times, and more. Managers can be notified immediately when a queue falls out of compliance so that agent efficiency can be analyzed immediately – as well as all elements of the queue – to determine where the problem lies and to rectify it as soon as possible. Find out how Lavi queue management solutions can alter the satisfaction of your customers. Speak with a Lavi expert today to learn more.