Enticed by the abundance of vowels and motivated by a spirited delight in facilitating personalised and human visitor experiences, Hakim is a digital content strategist at Wavetec. She specialises in the articulation of queue management and self-service solutions, edifying them to wider networks of businesses.
What is a Virtual Queueing System?
A virtual queuing system is one of the most preferred ways for businesses to manage their waiting lines. A virtual queuing system allows customers to virtually wait in a line until they are called by a company representative. Customers can wait for their turn anywhere they please - they do not need to be physically present in the line to be served.
All parts of the customer flows can be made virtual. Pre-arrival, the customer books an appointment via web-booking or phone call. When they arrive on premises, they check-in virtually via WhatsApp chat, by scanning a QR code or being assisted by staff.
While waiting, they will receive real-time notifications about their status and estimated waiting time. And after having been served, they register their feedback and rate their experience via an online survey, that is emailed or texted to them.
Fully virtual vs Hybrid queues
There is a distinction to be made between these two kinds of queues. The first is where the customer obtains a digital ticket, secures a place in the queue and waits for their turn - all entirely off the premises of the business, and is called fully virtual queuing.
The hybrid variety sees a customer enter a store, use the self service solutions (like a ticket dispensing kiosk) on offer to secure a physical or digital ticket, and then wait on premises - but not in a line.
How does Virtual Queuing work?
Virtual queue management is an easy to follow process. The customer can secure their place in the queue using a ticket, which may be physical or digital (via mobile SMS, email or application). Having obtained this identifier that signifies a place in the queue, the process of queuing virtually begins. Simple, right?
Following are some customer flows that utilize virtual queuing.
Scanning a QR code
The customer arrives on business premises and is met with digital signage or informational posters displaying a QR code. They scan the code using an app or their phone camera, and this opens a chat on WhatsApp.
They are issued a ticket after they answer some basic questions about the purpose of their visit (what ever service they want to avail of).
To see this solution deployed in Zara stores, read our case study!
For more insight into QR codes and their usefulness, read our blog post.
Pre-booking an appointment
Customers can visit the appointment scheduling web page of the business, or use the mobile app, to book a spot on the day, time and at the branch of their choice.
They will receive a digital ticket with their details, to be used on the day of the appointment. They have pre-booked themselves into a virtual queue.
For more insight on appointment booking solutions for retail bank branches, read our blog post.
For more information about our Appointment Scheduling software, visit our website!
While out and about, customers may decide that they wish to visit your establishment. They will arrive, use the self service ticket dispensing kiosk to obtain a paper ticket, and join the virtual queue. They will receive live notifications via SMS/email/WhatsApp, all while waiting remotely.
Wavetec’s Special Offering - WhatsApp Queuing
Wavetec has pioneered a futuristic virtual queuing software, WhatsApp Queuing. This supports contactless queuing by featuring an integration with the most popular global messaging application.
To see successful digital client onboarding via WhatsApp for a retail bank, watch the on-demand webinar featuring Banorte and RBR.
What are the benefits of Virtual Queuing?
They can avoid physical queues and observe social distancing
Customers will have the benefit of being able to wait in the comfort of their cars and run errands contactless-ly all while queuing remotely.
No long waits to be served
By advanced virtual scheduling and booking, consumers save time and themselves from the hassle of long queues.
Stores visits can be entirely avoided
For pickups and drop-offs, customers can avail of the services of the curbside/ outside of the store setup. This will reduce contact, decrease wait times and increase efficiency of services.
Cross-contact is reduced
Customers use self service solutions and personal devices to manage their queue position and so cut back on the chances of infection likely from use of a physical ticket or shared device.
Real-time notifications and communication
Consumers will remain informed and up to date on their queue status, and have a direct line of contact with the staff inside the store. All their queries, concerns and clarifications will be promptly addressed.
Improved customer service standards and satisfaction levels
Visitors can expect a certain standard of service delivery when they visit your store. They are sure that your management has their needs in mind, and so after each successful visit, their satisfaction levels will rise.
Monitor and manage branch traffic
Plan for clients with scheduled appointments, and accommodate foot-traffic in accordance with occupancy limits and social distancing guidelines. Using Spectra Dashboards and Reporting, staff can be up to date with branch statistics and plan in a more informed manner.
Ensure limited contact between clients and staff
Reduce the chances of infection by deploying a responsive system that notifies the customer when they are required to approach the counter to be served.
Increased staff productivity and resource optimization
Allocate staff and resources more effectively by observing operational statistics, thereby increasing profits and reducing operational costs.
For the Business
Analysis, reporting and dashboards
Collect data from customer flows, staff performance, consumer feedback and branch analytics in real-time and have it analyzed and compiled into reports. This will allow a more in-depth understanding of the functioning and failings of management, and leave room for targeted improvements. Identify problems and improve service delivery!
Easy to use, scalable and quick to deploy
Wavetec’s cloud based virtual queuing solution, complete with software and hardware is simple to install, user friendly and conducive to many different kinds of client onboardings.
Integrations with a variety of different software, hardware and applications
The system can be integrated with self service ticket dispensing kiosks, digital signage, feedback solutions, etc. The possibilities are endless!
Reduces walk aways
Convert walk-ins and digitally onboard clients in order to increase customer base and raise business profitability.
Centrally controlled management system
Control and overview operations centrally, without the need for individual analysis. Save time and money!
Where can Virtual Queuing be of use?
Many industries and the businesses that make them up can deploy virtual queueing solutions to their advantage.
Government offices and their offshoots are essential services and anticipate high foot traffic volumes on the daily.
Examples of use cases:
Hospitals, clinics, pharmacies, vaccination centers and laboratories need organized visitor flows and virtual queuing as a means to ensure social distancing and safety.
Examples of use cases:
Malls, clothing stores, grocery stores, etc. experience long queues due to high demand. Managed and remote queuing is a way to decrease wait times and streamline operations.
Examples of use cases:
What Wavetec products and services complement and supplement Virtual Queuing?
Customers book, reschedule and cancel appointments remotely and while online with ease. Visitor flows are managed, surprise walk-ins reduced and occupancy limits monitored
Customers serve themselves using contactless kiosks, acquire tickets and secure their place in the queue
A ticketless, single line queuing system as a cost effective means to managing queues in the fairest and fastest way
SafeQ virtual queuing solutions are part of technological initiatives taken by Wavetec to enable safe physical distancing - by counting the number of visitors and maintaining occupancy limits
Centrally manages capacity, appointments and walk-in traffic, efficiently and simply
Guide, inform and manage customers and their flows in real-time using state-of-the-art signage solutions
Receive timely feedback from customers on your service standards, their experience and areas of improvement. Customers can fill out these questionnaires/record their responses online or by using one of the feedback systems available on premises
Get real-time information to optimize your operations, while generating analysis and reports to aid in planning, management and future projections
Still have questions? Consult with our queue management experts.