Medium.com: Steve Covate Of Qtrac: How To Create A Fantastic Retail Experience That Keeps Bringing Customers Back For More
Article Publish Date: January 4, 2022
A huge impact on the retailer’s customer’s in-store experience is having to “wait in line.” Many businesses see long lines of customers as a positive sign, but consider the customer’s thoughts waiting in those long lines. Their feelings might not be as positive. They might be in line for a simple customer service need and wonder why they chose this day to visit your business. They may have items in their carts but decide to abandon their purchases because they just want to get out of that seemingly endless wait.
Customer experience is as important to the bottom line as actual sales. Research shows that nearly one in three customers will leave a brand they love after a bad experience — and being in line for a long time might qualify as a bad experience. Many times, relationships with your customers depend on your ability to meet their specific needs quickly.
With a mobile-enabled virtual queuing system, you can put speed and relevance in the hands of your customers. Allow them to pre-schedule their wait conveniently from their own mobile device — for example, by “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. Customers can reschedule or postpone their arrival if they need more time and can keep tabs on the status of their wait in real time.