Queue Management and Customer Success Blog

Customers hate queues, and waiting in line is a major peeve.

Research shows that between 80 and 90 percent of consumers would rather shop with another retailer than wait in long lines.

Queue management systems provide companies with a comprehensive solution. This kind of software streamlines wait times by analyzing queue demand and notifies checkout staff of the number of customers waiting to use a service. Not all queue management systems are equal, however. Inefficient systems can make queues worse and result in profit loss for brands.

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Nobody has ever signed up for waiting in lines - but they are inevitable regardless of whether we are in a supermarket, waiting for a doctor’s appointment, or transferring funds at the bank. Different businesses manage the queue differently, which could impact the customer experience accordingly.

Here are 7 tips for smart entrepreneurs who want to reduce the tension and increase the number of recurring customers for their brick and mortar business.

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In many organizations, visitor sign-in is a crucial part of everyday operations. The sign-in allows visitors to share the reason of visit, names, date and time, and any other additional information that you want.

There are two types of sign-in sheets: digital and paper. Learn about the differences, or try them out yourself. It's worth noting that digital versions are easy to use and filled with data - with reports to help you keep track of all sign-ins. With paper, it is an tedious process of not only inventory management but data management.

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People at airport long wait time

Why do we queue up for everything?

A couple of decades into the future, humans will review our CCTV tapes in the quest to understand what made us tick - and they will be dumbfounded.

We collectively do inexplicable things. Why do we keep on scrolling down our Facebook feeds without actually reading the posts? Why do we hate wearing seatbelts when they’re meant to save us from death? Why do we buy 30 bottles of bleach just because they’re on sale?

In about 50 years, all these won’t make sense.

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Why do we always feel that the other queue moves faster?

Everyone hates waiting in line. Especially when the retail locations don't use a queue management system.

We've all been there. You're at the grocery store, and it's busy. You've come in to grab a few things and you scowl trying to find the shortest line to check out. You're not sure which line to pick, so you choose one and get ready to wait.

A minute goes by and you notice the line next to you is advancing faster. You do a quick queue switch. As soon as you do, your old line starts to speed up again and fills up with a few more people. You can do nothing but shake your head. And the same thing happens with traffic. The classic film "Office Spacequeue" opens with a sequence so recognizable that we can't help but laugh as the protagonist, late for work, tries to switch lanes only to be continuously stuck in the slower lane. These situations beg the question, why does it always seem like the other lane is moving faster?

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Long waits are one of the easiest ways to turn off customers in our on-demand culture of the 21st century. When reactions are measured in nanoseconds and everything is available at the tap of a thumb, effectively managing customer flow is more crucial than ever.

This is becoming even more true for businesses in the physical world too, like salons, clinics, barber shops, and veterinary centers; It's crucial that all businesses find a way to manage the queue.

Appointments vs. Walk-ins

Everyone is familiar with how appointments work, and in theory, appointments make a lot of sense.

People reserve a time, show up, spend exactly the right amount of time there, and everything runs smoothly. As anyone who has spent hours waiting for an appointment will attest, that system rarely works the way it should. There are simply too many factors that can cause the system to stop functioning, resulting in long wait times and unhappy clients.

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The simplest and best way to increase sales is to greet every customer.

To understand how to improve the bottom line through customer service, let's take a step back and do some "reverse thinking." What are the lost opportunities when a customer is NOT greeted?

Greeting customers improves service

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Brick-and-mortar retailers are under pressure due to growing e-commerce. This is sometimes taken to the extremes, stating the end of physical stores in near future. "How can I fight Amazon?" is a commonly asked question.

The definite answer is that brick-and-mortar stores are here to stay. Combining physical locations with e-commerce capabilities, we are entering to an era of customer bliss where customer experience means something.

Sure, but what does it actually mean for retailers?

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Increasing retail store bottom line through customer service is simple

The retailer’s mantra: Giving customer what s/he wants will increase revenue.

Easy enough, until the daily nitty-gritty sets in with product orders and clearing the aisle; cash register bells and a dirty floor calling out for a mop; assigning shifts and making your team happy.

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How does wireless queue management system work between computers, tablets, mobile and smartphone.

A good wireless system can provide an easier way to manage your waiting lines with more flexibility in cost efficient way. It should also be integrated into your daily activities seamlessly.

When selecting a queue management system you should consider both your current needs and possibilities for down the line, let's say in 2 or more years. Terms like cloud based, wireless or server can be daunting but understanding what you need benefits you in long term.

In this post, we take a closer look at wireless queue management system pro’s and con’s. Lets take a look at couple of questions that will help you decide if wireless system is more suitable for you.

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