Think about your business model and how you serve customers.
Do you offer multiple services, each with its own set of processes? Are you experiencing a large volume of customers at the same time? Is there always a long line of clients, especially during peak hours and weekends?
If yes, then virtual queuing is an ideal solution for both your customers’ convenience and your team’s productivity.
What is a virtual queue?
A virtual queue, also known as electronic queue management, allows your customers to be in line for your products or services without having to physically wait in a room or outside your premises. By checking in, customers can join the queue and continue about their day until it’s their turn to be served.
This offers the ultimate convenience for people as waiting physically in a line is always an incredibly frustrating experience. With today’s fast-paced and busy world, your customers see this time as wasted. Whereas a virtual queue allows them to run other errands while the timer ticks down to their appointment.
Virtual queues are particularly effective in environments where queues are formed in unpredictable and varying locations or directions. This is often the case in government departments, healthcare, educational institutions and many other service providers.
What are the four types of virtual queues?
There are 4 different types of virtual queues you can use in your business:
- Ticketed
In a ticketed virtual queue, your customers can enter your premises and take a ticket from a kiosk.
With this system, customers are given the option to specify what services they need, streamlining their requests and shortening the wait time process. Afterwards, they can go and sit somewhere comfortably while waiting for their number to be called.
- Concierge
This type of queue requires your visitors to fill out forms or register on their own, before being entered into the waiting list. While this can be a bit manual, it keeps this part of the service more personalised by allowing customers to talk directly to someone upon arrival.
- Telephone call back
A lot of organisations are taking advantage of call centres, in which they use a virtual queuing system to manage a high influx of callers.
Through telephone call back, customers are provided with the option to hang up, while letting the system maintain their position in the queue. The person is free to go about their day and then, they’ll receive a call when they’re next.
- Online check in
Smart businesses are using a more effective digital software solution in the form of online check ins to get the most benefits from virtual queuing.
In this scenario, customers make appointments online or check in using apps on their mobile phones. With advanced queue management software like this, customers are given the opportunity to go anywhere at their own convenience. This enables them to have a better overall experience with your business and attribute these positive feelings towards your brand.
The benefits of using virtual queues are obvious
Virtual queues create a feeling of order in an otherwise potentially chaotic and frustrating environment.
By offering digital queues, clients can do other important things until they are summoned to approach a desk. This takes the stress out of waiting in a line, so customers feel more empowered with their choices and management of time.
Most importantly, virtual queues enable you to deliver impeccable customer service by streamlining the process. As a result, you can reduce client walk-outs and operational costs while boosting your staff’s productivity and overall business profitability.
Take advantage of virtual queuing with NEXA Mobile Q.
Are your customers frequently confronted by queues the moment they enter your doors?
NEXA’s Mobile Q enables virtual queueing which is more convenient for both your customers and your staff! It also comes with a list of customisable features and branding options that will enable you to transform your queue management and enhance customer service.
At NEXA, we’re focused on delivering innovative solutions that streamline the customer journey and improve internal efficiencies. With Q-Flow® and Mobile Q, we’ll help you create a better operating environment that offers your clients the best customer experience.
Let’s make queueing easy with NEXA’s Mobile Q. Contact us today and we can discuss your needs.
