Queue Management : The next big thing in customer experience

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Queue Management The next big thing in
Customer Experience
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Table of Contents
TOPICS COVERED Why QMS is important in customer
Experience How QMS Impacts Customer
Experience Reduce Waiting Time Personalized
Customer Service Fair Waiting Experience Happy
Employees Happy Customers
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WHY QMS is important in Customer Experience?
Time flies when youre doing something you
relish but, when youre bored with waiting,
minutes feel like hours. As a business owner, you
know how important it is to improve your
customers wait times to increase customer
retention. Hence, every business owner needs to
consider 3 varying factors customer needs, what
you do for their convenient experience, and what
they feel about interacting with your brand. Bad
queuing experience also leads to minimized staff
efficiency, decreased ROI, and customer
dissatisfaction.
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How Queue Management Can Impact Customer
Experience?
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Reducing Wait Times
Waiting in long lines is uncomfortable for any
customer or shopper, particularly when theyre
mentally planning for the days upcoming tasks.
Moreover, the fact is that waiting in lines and
getting bored is more about ones perception than
reality. As a result, queue management software
allows consumers the ability to feel involved
and keep going when in a virtual queue for an
appointment. Customers will therefore feel less
neglected and bored because the wait time will be
reduced.
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Personalized Customer Service
When customers sign in with a queue management
system they enter their name at a digital kiosk,
typically located near the front entrance of the
business or office. Once the customers name is
entered, employees are immedia tely alerted that
the customer named john, Julie, Rachel, etc. is
waiting to be served. Thanks to a queue system,
customers arent impersonal numbers with no name.
QMS recognizes customers as an individual, living
human beings.
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A Fair Waiting Experience

• Customers deserve to feel (and know) that theyre
  being given the same attention as anyone else.
• In traditional queues, customers vie for position
  in line. They jump from one line to the next, or
  walk out the door when lines are too long. Its
  an atmosphere of injustice. But since queue
  management systems do away with lines altogether
  customers are served according to when they
  arrive and their needs.

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Happy Employees Happy Customers
A surprising benefit of queue management systems
is improved staff satisfaction. When queues are
poorly organized and confusing, your staff will
spend a large portion of their time dealing with
traffic management, ensuring clients have proper
paperwork and documentation, and trying to calm
the nerves of frustrated customers. Likewise,
when waiting is properly tracked and managed your
staff can focus on their job and will spend
their time interacting with a more satisfied
customer base. When your staff is happy your
customers are happy!
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