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How Does a Virtual Queue Work?

by Qtrac

With so many new and emerging technologies being created every day, industries across the board are transitioning from traditional methods to innovative digital solutions in order to improve customer experience.

Don’t feel like grocery shopping? Shop around and place your order online. Need to see a doctor? Schedule an appointment online. Want to deposit a check? Save a trip to the bank and use a smartphone app to make a digital deposit.

And now you don’t even need to stand in line.

Virtual queuing is a digital system that provides an easy way for customers to wait for their service or appointment without being confined to a physical line.

How Does the Qtrac VR® Virtual Queue Work?

Virtual queuing systems are intended to create a frictionless customer journey. And for Qtrac, the process takes place in 5 comprehensive steps.

1. Register

The first step might sound pretty self-explanatory: The customer adds themself to a queue. A number of options are available and allow you to give potential clients a choice as to how they join the line.

People can register by texting their name to a specific phone number, scanning a QR code, or even checking in with an in-store greeter.

2. Communicate

Next, a unique URL will be sent to their phone via the number they provide, linking to a personalized queue page. From the dashboard, they can track their progress and see where they stand.

No smartphone? No problem! In-store digital signage can be posted in key locations so customers can keep an eye on their position even without a web-enabled device on hand.

3. Manage

Associates and managers work behind the scenes to view and optimize customer experience via PCs, tablets, or other mobile devices. Depending on the current needs for both guests and the company, staff can choose to group, sort, re-queue, and prioritize those waiting in the virtual queue.

If wait times become too long or a VIP customer joins the line, your team will be notified instantly with an alert sent to their devices. These real-time updates deliver more efficient data so that problems can be handled before they have a chance to negatively impact your business or the customer experience.

4. Hail

Once it’s a customer’s turn, they are called via their personalized queue page or with a text message. Guests waiting without cellular access can be notified by in-store digital signage, a PA system, or a simple verbal announcement by an associate.

And if a customer isn’t ready? Instead of making them return to the end of the line, a guest can simply request more time and be re-queued for more convenient service.

5. Optimize

Accurate and data-driven reporting is the core of Qtrac VR. Wait time, service time, consumer behavior, and a multitude of other information is constantly being gathered and analyzed in real time.

React before problems escalate with alerts reaching your team as soon as an issue is noticed. The data you gather can also be used to produce historical reports that reveal trends and opportunities to help increase service productivity, optimize efficiency, and ultimately improve the customer experience.

Key Features That Benefit Your Business

If you’re wondering how implementing a virtual queue can drive revenue, consider these advantages.

Intuitive System Configuration

Gain total control over your queue management system with software that is fully scalable, whether you have a single location or multiple sites. Once the system is set up, your team can easily control multiple sites, sectors, and regions.

Easily configure and update customer-facing graphics, text, and audio to keep branding and messaging up to date. And while you’re at it, completely customize service data, business rules, and KPIs (individual or global) to further optimize service and improve customer experience.

Accessible Check-In Options

As discussed above, customers can check in on their own, using QR codes, texting, or an on-site tablet or kiosk. People can also speak to an in-store greeter to check in or ask questions.

Configure unique questions for the check-in process that collect useful customer information used to deliver better service. Tiered menu options funnel customers into the appropriate queue for the service they need.

Multiple language support is available to aid international customer experience as well. Plus, if additional ticket printers, card reads, or barcode scanners are important to your business, Qtrac VR offers seamless integration to keep your day-to-day operations running smoothly.

Robust Interface

Using real-time data, conditional rule-driven alerts visually highlight vital information so quick action can be taken. Team members can easily call, prioritize, transfer, edit, or delete customers or groups as needed. They can also enter notes or attach comments to customers that provide additional information used to provide better ongoing service.

Dynamic Digital In-Store Signage

Provide transparency to those in line and manage customer expectations with effective digital queue displays. Thanks to customizable on-screen layouts, messaging, queue info, and media, the whole experience can be tailored based on your needs.

Plus, make sure everyone is aware of what’s going on with multi-language audio support that sounds like a real person and not a robot.

Web-Based Software

The one thing your business doesn’t need is more work. Instead of juggling another app and trying to integrate it with all your other systems, skip the hassle altogether. Qtrac VR is a web-based service that provides browser-based access for both customers and staff.

This means you can make use of existing hardware and customers don’t need a special device—the system can easily be accessed from a smartphone, tablet, computer, or kiosk. Anything with internet access is fair game.

Streamlined for efficiency, the low data flow and bandwidth requirements from this method means fewer hiccups and smoother operations as well.

Rapid Enterprise Deployment

Be ready to expand and scale at any moment with a queue that grows with you. Qtrac VR makes it easy to create and deploy hierarchical business logic. As your business grows and new needs are required, easily set, limit, and expand any user permissions to ensure your team is prepared to handle any situation.

Drive Customer Sales with Virtual Queuing

How does a virtual queue work in terms of translating company investment into a worthwhile ROI? While there are upsides and downsides to appointment scheduling in general, one thing is certain: a better customer experience = more revenue.

Customer satisfaction is key in encouraging brand engagement and virtual lines reduce both perceived and actual wait times. People no longer feel restricted to a single location while they wait to receive service, freeing them up to shop and explore the store.

When teams no longer need to exhaust resources dealing with queue management, they can turn attention to customer-facing responsibilities. Reduce walk-aways, customer frustration, and anxiety by creating a pleasing environment, free of chaotic crowds and stressed employees.

The real-time updates and clear expectations keep customers informed, so they never feel like the situation is unfair. Considering that the rate of abandonment increases by up to 52 percent after being notified of a delay for every additional minute in line, optimizing your queues can lead to an increase in revenue.

As an added bonus, remote check-in provides your team ample time to prepare for a customer’s unique needs before they arrive. By anticipating a guest’s needs, you can tailor services to the individual and provide a frictionless, personalized experience.

Ready to Implement Virtual Queuing and Increase Revenue?

Waiting in line is one of the worst things about any outing. Giving that time back to customers is not only a great way to enhance their experience from the beginning, but it also has the added benefit of driving a higher ROI for your bottom line.

Data shows that 71 percent of in-store shoppers will spend more than $50 as opposed to only 54 percent of online-only shoppers. A virtual queue lets your customers reserve a spot for their desired service and then spend more time perusing your store.

Learn how your organization can experience these benefits and boost sales when you download a free copy of Why Virtually Queued Customers Buy More.

virtually queue management

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