Beyond the Tipping Point: Virtual Queuing and Your Mobile Strategy

In case it wasn’t apparent by looking around at the pervasive use of mobile technology in our communities and workplaces, research now makes it clear that mobile has moved well beyond desktop media time in the U.S. The tipping point is officially past us. And that means it is impossible and certainly ill-advised to consider any new technologies without understanding how they fit in the mobile environment. Virtual queuing is no exception. As more and more businesses consider virtual queuing as a way to relieve customers of the need to wait in a physical waiting line, there has to be a connection to the devices these customers are holding in their hands. Allowing customers to register for a place in line from their mobile device and then communicating with them about their turn via text message, web page, or mobile app can connect your business to your customers more than ever. And it shows you truly “get” their needs for convenience, productivity, and control. As you think through your mobile strategy as it relates to your queue management strategy, consider the entire customer journey. From before a customer enters your premises, to the time they spend on site, to after they’ve left, to when they return again. With a mobile-enabled virtual queuing system, customers can pre-schedule their wait conveniently from their own mobile device, like “calling ahead” for service. You can also disperse waiting crowds and help the wait time feel shorter with a virtual queue system that notifies customers via their mobile device when their turn has come. Here are a few key mobile features to look for in a virtual queuing system:

1. TWO-WAY TEXT COMMUNICATION

Texting allows customers to wait for service almost anywhere. Your queuing notification can be followed by a customer response, such as “On my way” or “Need five more minutes” or “Can we reschedule?” As a result, the customer can automatically be re-queued without disrupting the productivity of the queue.

2. PERSONALIZED QUEUE DISPLAY

Customers can enter a service queue from virtually anywhere using a quick text message, then keep track of their progress using their personalized queue web page on their mobile device.

3. MOBILE SERVICE AGENT APP

Even service employees can be freed from a desk or counter with the right virtual queuing system. Through the mobile app, service agents can call and help customers from virtually anywhere. The case for mobile is as clear as the case for a great customer experience. So if you’re turning to virtual queuing to transform the way your customers wait for service, be sure to leverage the power of mobile. If you don’t, you can bet your competitors will.