Key Tips To Improve Service Quality Through Queue Management System

julia ching

Posted by admin Nov 25, 2020


Improve Service Quality Through Queue Management System

High demand means a busy store in the market, right?

But for customers, it can suddenly turn into frustration when they stand in long waiting lines.

People usually don’t like to stand in a long queue. The longer the waiting lines, the higher the customer dissatisfaction. Hence, they abandon purchases and prefer not to come back.

According to a study, bad customer service in Singapore costs businesses $26 billion.

So, how to get rid of such an occurrence?

As a business owner, one of your primary goals is to provide an excellent customer experience. Keeping the customers standing in a long queue is not really the best idea if you have aimed to create a positive impact on the audience. Therefore, it is important to take into account customers’ expectations – what do they want from your business and how do they receive a great customer experience in your care? 

One of the effective solutions  – Queue Management System (QMS).

A Little Description

With a queue management system, retailers can accurately estimate the number of customers at the checkout. These systems also easily eliminate long waiting lines and deliver quick and effective customer experiences.

Generally, queue management software replaces the analog “take-a-ticket” system by permitting visitors to enter a queue from a digital kiosk, a mobile device, and/or online from home. These systems are featured with predictive analytics and automated customer flow based on customer information. Hence, it handles the queues more quickly and efficiently. 

So, we can say that the queue management systems do much more than simply reduce wait times. To make you more informed on the same, here, in this article, we are emphasizing the queue management system and how it improves the service quality. Let’s get started!!

What is a Queue Management System?

What is a Queue Management System

Simply put, a queue management system is all about to track customers at the checkout points of your store. It is the software that improves the process of managing the flow of visitors to greatly improve their service. Installation of such a system can significantly reduce the time spent on serving visitors. 

The queue management system consists of a kiosk with which you can receive a ticket with the sequence number of the queue. It is a type of system that notifies a certain visitor’s turn according to number and application software. 

Such a system can effectively organize the work of employees of an enterprise, distribute the workload between them, and optimize enterprise costs. It also provides better service to the company’s customers, track difficulties and problems that arise in the process of work, and much more.

Many queue management solutions have various emerging features, including online appointment scheduling,

visitor management, and digital signage functionality as well. These features allow businesses to seamlessly manage customer appointments, check-in, and waiting lines in a single solution. 

Some queue management vendors provide industry-specific solutions to many organizations, such as banking, restaurant, airport, and government. Besides, a queue system for hospitals and clinics

is also an all-in-one solution to manage patient reception, triage, queueing, and interaction. Hence, a queue management system convinces customers to believe that you value their time.

How is the Queue Management System Effective For Businesses?

How is the Queue Management System Effective For Businesses

Usually, customers are extremely quick to submit complaints, especially when it comes to poor customer service. If customers have to wait more than 15 minutes, they will surely feel that their time is being wasted. 

So, avoid making them feel like you’re misusing their time. Otherwise, the same feeling will trickle down to your products and services. Furthermore, it affects your business sales and will leave a negative impact on your overall service operation.

Consequently, the online booking system does not let the customers stand in line. They’re free to look around or can finish other incomplete tasks in the meantime. This system captures visitors’ interests and makes them feel appreciated, special, and wanted.

Therefore, installing a queue management system allows companies to present accurate and timely customer services for improving customer loyalty.

Tips for Improving Service Quality Through Queue Management System

Tips for Improving Service Quality Through Queue Management System

Now, you are aware of how the queue management system is effective for business. But, how can you improve customer service quality through this software? 

If customers feel like you are wasting their time, it’ll adversely affect your business sales. But, queue management software provides your customers free time while they’re waiting. Well, some well-versed points can help you to boost your customer satisfaction, thus productivity through the queue system. 

So, let’s have a look.

  • Always Keep Customers Notified

Through queue management systems, it becomes easy to let customers know about their waiting time, so they can conveniently spend their quality time on some other important tasks. This is possible through visual distractions like displaying content on TV/digital signage or simply not forcing customers to stay in their place. Through these interactive solutions, customers get information regarding their order  – how much time is left before even moving to the location. 

The queue management system sends important information to customers through messages. Hence, notify them about their turn. The queuing system totally eliminates the factors that make customers more anxious and angry. So, makes them more satisfied and improves their interest in your organization. 

  • Set a Clear Picture of Waiting Time

It’s always a good practice to let the customers know about how long they need to wait. Setting a definite picture regarding waiting time keeps the expectations level of customers clear. It also allows them to use their valuable time in some essential tasks – answer a short message, grab a coffee, etc.

The virtual queue systems are also helping restaurants and other retail businesses through its app notification and digital signage. It alerts customers from time to time about queueing. When customers get an accurate estimated waiting time, all these add to maintaining a strong relationship, thus improving the brand value.

  • Present Information in Interactive Way

One of the important aspects that come in the way of improving quality service is that queue management software presents information regarding your waiting time more dynamically and interactively. When customers are waiting for their turn in a restaurant or hospital, entertain them through kiosks or digital signage. This is very important to decrease the sense of waiting and increase satisfaction and interaction with your customers. 

  • Provide Different Solution to Your Customers

Once the customer gets bored or feels frustrated by the time, it becomes impossible for a business person to get rid of such a dissatisfied person. Not all customers are always in a good mood! They may be in a hurry and need services quickly. 

That’s why it’s essential to remain calm and provide a different solution to your already present customers.  A queue management system can give a little-hand in this by reducing customer complaints and providing valuable data. When a customer gathers real-time data about the service and wait-time, a virtual queue system builds up the customer experience. 

  • Analyze Wait Times and Generate Reports

If you’ve dreamed of having a successful retail business, customer service should be your engine. With the help of the queue management system, it becomes possible. When the system seamlessly generates different types of reports after analyzing the wait times and service times, the managers can make versed decisions. 

The system also helps in knowing what the customers are experiencing and makes business-oriented decisions on changing the workflow and customer interaction process. A queueing solution stores information of each visit and interaction, accessing the data from one centralized dashboard, from in-depth customer metrics to employee performance reports.

  • Takes the Burden Off From Employees

Longer wait times are often the result of disorganized systems and processes!

Queue management systems also focus on improving employees’ day-to-day activities. The software automates customer registration and management, which takes the burden off of employees and allows them to focus on other strategies regarding improving the quality of services. Thus, implementing QMS can provide the edge of easily accessible and manageable.

Hence, by analyzing the waiting lines, you can provide better customer service. This further helps in boosting business efficiency, sales, and loyalty while building relationships with customers.

Businesses Use A Queue Management Software

Businesses Use A Queue Management Software

Well, QMS improves both customer satisfaction and business sales significantly. Several companies are adopting a barrier-free queueing system to focus on customer service quality and make informed decisions over business enhancements. 

From restaurant businesses to health care, to railway stations, to the airport, to banking, and others, the software becomes a more open and relaxed strategy to increase sales. It can boost efficiencies, elevate the customer waiting experience, grow business, and transform the way businesses manage their waiting queues.

There’s no doubt to say that long queues show that your business is growing rapidly and attracting new customers regularly. But, if not managed correctly, it can quickly undo your hard work and you may lose all your customers. 

So, whether you are running a beauty salon or bank, if the customers are standing in line, it’s the right time to manage them through a queue management system.

Choosing the Appropriate Queueing System for Retail Business

Choosing the Appropriate Queueing System for -min

With all being said, which queue system is best for your retail business?

In the market, there are several suitable options available – to choose one. But, while selecting the right queueing system, it’s recommended to give preference to its queue-minimizing abilities, extended features, and others.

In this regard, a relevant Awebstar queueing system is an appropriate choice to handle the queueing function, different reporting, ticket printing, remote configuration, scheduling online appointments, text messaging, token calling, and many others. 

Featured with an online booking system, an Awebstar online queue system allows your customers to schedule all their appointments at a single place. The software also encourages you to create a deeper bond with customers and be more friendly and competent with them. It also flourishes intuitiveness and ease of use, which offer a great benefit to your customer service.

Setting Up Awebstar Queueing System for Your Business

Setting Up Awebstar Queueing System for Your Business

A well-developed Awebstar queue management software empowers businesses to systematize the procedure of boosting business sales and keeping customers happy.

An integral-part of the Awebstar queue system has a self-service sign-in solution. Through its registration stands, customers can sign up for a virtual queue after filling the application. It specifies who they are and why they came here. With QMS, customers are free to use their waiting times, however, they want to. At the same time, they can track their names on a displayed screen.

To know more about our POS systems, drop us a call at (+65) 6909-9163, or mention your contact details below to schedule a demo with us!

Want to Implement Queue Management Software, Schedule a Demo Now!

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