4 Reasons Why Your Customers Will Benefit From an Electronic Queueing System
Standing in line, getting placed on hold, and enjoying a drink at the bar while you wait for your table at a restaurant all fall under the definition of being in a queue. And while waiting for service is expected in almost every circumstance—especially during busy seasons like the holidays or heavy traffic periods like happy hour—how your customers wait can be the difference between a positive experience and a negative one.
Electronic queue systems can improve your business’s customer experience so they not only keep coming back but also tell their friends about you. Your brand reputation will improve as a result—and you shouldn’t be surprised when you see an increase in revenue, too.
Common Customer Pain Points Without an Electronic Queueing System
Waiting in a long line is inconvenient and can feel stressful, especially when customers also have to explain what they need once they’re in front of your workers. If their wait feels too long, or if customers reach the front of the line only to discover they aren’t talking to the right person and have to start all over again, their opinion of your business could take a hit.
Shoppers who just need to run a quick errand in your store but then have to wait for service longer than they’ve allowed for don’t feel like you value their time or their patronage. A 2018 customer survey found that more than half of customers will choose to switch stores for a better checkout experience.
Most customers understand they’ll wait, but you could watch visitors take their money elsewhere if they don’t have any control over their time or how or where they have to wait. Because perception is reality, when customers believe their wait time was short, it was. An electronic queue system can bolster that feeling, increasing the likelihood your shoppers will not only stick with you but also spend even more.
Virtual Queueing Systems Solve Customer Pain Points
There are four primary reasons customers will appreciate your virtual queue solution:
1. Remote Check-In
Customers can check in from anywhere: on a mobile device while they’re still at home or already out and about or even at a kiosk near the front of your establishment. Configurable, unique questions from Qtrac’s software capture certain information so customers are funneled to the appropriate staff in the right department for the service they need.
2. Updates via SMS
After checking in remotely, customers receive updates via text message or email about their place in line and when they can expect to get service. You’re creating a more pleasant experience for them because they’re free to wait for service on their own terms. They can choose to wait at home or, even better, browse your shop so they buy more than what brought them to you in the first place.
3. Appointment Scheduling
Wouldn’t you rather have the ability to schedule your appointments online instead of making a phone call? Your customers feel the same way. An electronic queue system with appointment scheduling gives your buyers the ability to quickly find and book a time that fits their needs and schedule. The software will send them email or text confirmations and reminders to keep them on track.
4. Improved Customer Service
When customers arrive, employees know who they are and what they need. Greeting shoppers by name fosters stronger connections, and when staff is already aware of what they need, the amount of time it takes to complete a transaction is significantly decreased. You’re letting your buyer know you value their time while also empowering your employees to give better service.
Virtual queue systems also deliver targeted promos and offers to customers for items they already use or are considering, providing another potential avenue for increased revenue.
How to Find the Best Electronic Queueing System for You
When you’re evaluating the best electronic queuing system for you, be sure it includes the following features:
- Centralized management: Track wait times, peak traffic periods, customer engagement, and more from across the room or across the country.
- Customization: Qtrac’s software adapts to your business needs instead of the other way around.
- Integrated APIs: Qtrac works with systems and programs you already use.
- Real-time notifications: You’ll know immediately if average wait times increase or you need to shift staffing to better accommodate a sudden influx of customer traffic.
- Mobile queuing: No new apps required! After checking in remotely, customers receive updates via text or email.
- Reporting tools: Qtrac offers robust sets of data you can customize to maximize the potential of reaching your business goals.
If you’re ready to explore how a digital queuing system can work for your business, check out our 3-part Self-Guide video demo or get a customized demo with one of our queuing experts.
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