What is Virtual Queuing?

Virtual Queuing uses technology to manage queues by placing customers into a “virtual” queue while waiting for service. Instead of waiting in line, customers can wait wherever they choose. They are called when it’s their turn for service via screens in a waiting area, text messages, or a web page.

Long lines are shown to negatively impact the customer experience and cost a business money. Studies have proven that, in general, as waiting time increases, customer satisfaction decreases.

Virtual queuing helps solve this issue by eliminating the physical line, putting customers in control of their waiting experience.

The virtual queuing concept appeals to staff and customers just about anywhere where waiting is required. When it comes time to get the support you need to bring virtual queuing into your business, you might have to convince your boss or business partners.

THE KEY BENEFITS OF VIRTUAL QUEUING

1. VIRTUAL QUEUING ENABLES STAFF TO SERVE MORE CUSTOMERS, FASTER.

When it comes to serving long lines of customers, productivity is the name of the game. The more you can keep agents, cashiers, or other staff busy helping customers instead of managing crowds, the faster your lines will move. Virtual queuing systems can facilitate crowd management by calling customers and directing them to the appropriate service agent based on that agent’s area of expertise and availability. As each agent or cashier opens up, the next customer in line can be automatically called.

2. VIRTUAL QUEUING IMPROVES THE CUSTOMER EXPERIENCE.

Virtual queuing disperses waiting crowds and creates a more pleasant waiting experience. This, in turn, decreases perceived wait times which is a key factor in the customer experience.

• Consider the satisfaction of customers who are able to run a nearby errand while they wait for their turn to be served.
• Or being able to offer customers the ability to pre-schedule an appointment time in order to avoid waiting at all.
• Or simply allowing customers to wait in a comfortable chair instead of standing in a slow moving line.

Virtual queuing can provide these experiences and more.

3. VIRTUAL QUEUING ENCOURAGES CUSTOMERS TO BUY MORE.

Bringing virtual queuing into a retail environment allows customers to continue shopping while they wait for help from a sales associate or for a fitting room to open up. So instead of stopping early to reserve their place in line, customers can check into a virtual queue and continue shopping until it’s their turn to be served. More time to shop = more sales.

Across a wide range of industries, virtual queuing technology can improve queue management and optimize customer flow while improving the customer experience and adding to the bottom line. So when it comes time to convince your boss, we predict you’ll be happy with the response.