Category Archives: Management

How Queue Management Software Improves Customer Experience

If you have ever stood in a queue for longer than you think is reasonable, you will agree that well managed queues are an indicator of excellent customer service. Queue management is the process of moving customers efficiently across, out or into a waiting line. In many industries where the best practices are conducted, managing waiting lines is an integral component. Queue management software makes this practice easier.

Through the use of technology, many changes have taken place in the way waiting lines are managed. In the past, managing queues effectively mainly involved getting customers in and out of a business quickly. However, there are many other options available today, and they can improve the overall experience that customers have when they visit your business premises.

One of the benefits of using waiting line management software is increasing service efficiency. Field studies show that this software helps improve service efficiency by up to thirty five percent. This is possible due to the technology that enables cashiers and agents to hail the customers who are next in line more easily and quickly. The technology also enables customers to approach the correct service station depending on the service they desire such as account opening, consumer services and business services among others.

The use of technology also reduces wait times by ten to thirty percent. Managers are able to monitor lines better and reallocate resources when they are notified immediately of changes in queue performance. Due to predictive metrics, queues can run in a more efficient manner and this decreases the average wait time.

Queue management technology also helps reduce perceived wait time. The amount of time that customers think they have been waiting in line is just as important as the amount of time they have spent standing in line. The perceived wait times of customers can decrease by forty percent when technology like digital signage keeps them distracted and busy through promotional messages or commercials. Customers deserve information and are glad when they are presented with printed tickets, digital signage or text messages that display their current expected waiting time.

Line management systems also help improve the way customer problems are solved. Customers do not like being sent from one person or another and repeat their concern or problem multiple times until they find the right individual in the firm to solve the issue. Managing cases is easy when information is fed into a computer.

Anyone who communicates with customers can access the information. The history of the customers is recorded and they can therefore get assistance from the right individual easily the next time they need it. This software significantly enhances the flow of queues.