Customer Experience Second Wave QR codes

Who let the codes out? QR codes uplifting customer care standards, mid-pandemic

By Hakim Faiz on November, 20 2020

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Hakim Faiz

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.

In this blog:

  • What is a QR code?
  • What are the benefits of its use?
  • How accessible is it?
  • Its uses by purpose, age demographic and industry
  • Its complementary nature with queue management solutions, and cases in point 
  • Different mobile operating systems and apps

pasted image 0 (7)Photo credit: Adrien Olichon, Unsplash


A second wave has crashed and still reeling from the effects, we struggle to find normalcy. Perhaps the stability we are looking for is present in the recent surge of the already popular QR code. A contactless and socially distanced solution with dream-worthy potential! 


What are QR codes?

QR code, or Quick Response code, is a type of matrix barcode that a smartphone can read with swift ease. Via a machine-readable optical label, these give the user information about the object or service - usually redirecting them to a website or application.


Photo credit: Chong Voon Chung/Xinhua


They were invented in 1994 in Japan, for use in the automobile industry where the speed and breadth of information it contained meant it was very quickly adopted and popularised! Today, they are widespread, evolving into household names and simplifying life - especially during the pandemic, as they best complement contactless solutions.


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Worth the hype?

  • QR codes are versatile, and found as:
    - A call-to-action,
    - A marketing device,
    - Links for literally anything, from WiFi, business cards, Google Maps, YouTube videos, to Bitcoin and mobile payments,
    - Usually, they link the user to the app store, PDF’s, social media pages and accounts, coupon codes and business pages.
  • They are cheap, easy to generate and error-free,
  • They can store up to 4296 characters, about 8 times as many characters as in the Twinkle Twinkle Little Star lullaby,
  • Their error correction feature means that they can still be read if damaged slightly,
  • These codes can be customised with their own logos,
  • They help enhance SMO, SEO traction and lead generation for you and your business,
  • They are customer-friendly largely due to the ease and brevity of use,

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  • They inspire curiosity and excitement, as consumers itch to find out where a single code can lead them,
  • They are guaranteed to increase followers, boost events and improve your level of service provision as feedback is easier given and analysed.


How popular is QR?


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Photo credit: Beaconstac


And with 90% of the world population gaining access to high speed internet by the end of 2020, perhaps now is the time to adopt the code everyone is raving about.


Who uses QR?




Age Demographic


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Travel and leisure

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Photo credit: mroach, Flickr


78% people said they looked for contactless solutions in travel searches, the most popular being QR codes! They can be used in all facets like booking flights and accommodation, to making payments, signing in, etc. The arts too, as discussed in another blog post, could and have benefitted from the use of these codes to keep patrons safe. 

They also serve the leisure sector well, be it in restaurants, bars, cafes, clubs, etc. 


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These codes can be utilised to store medicine information/labels, brochures and information manuals. They can also help book appointments, manage queues, deliver notifications to waiting customers, gather their feedback and respond swiftly to any queries or complaints. 


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A Belgian hospital deployed AI with QR code scanning ability to identify the individual, gauge whether staff and patients are wearing masks and determine their temperature


The NHS launched a Covid-19 app that made use of QR codes to track customer journeys.



QR codes help with pre-stage transactions, booking appointments, reducing wait times and giving feedback - all while staying safe and socially distanced! They allow for direct payment options that are credited faster than other mobile wallet solutions, and with less additional supporting equipment and software.


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Photo credit: iStock


QR codes + queue management solutions = a match made in heaven?

The devil works hard, but Covid-19 seems to be putting him out of business. QR codes could well be the queueing hero you and your business have been looking forward to. 

Providing, nay guaranteeing a frictionless, standardised and customisable customer journey, QR codes are universally understood and recognised. The time needed to type out URLs and information into search engines is replaced with a quick response system that eliminates wait times! Your customers are given a socially distanced, contactless and self-service experience, before, during and after they engage with you.

QR codes can be integrated with applications like WhatsApp, ideal because of its global consumer acquaintance, to allow for real-time notifications, information about queue position, estimated waiting time, and for giving feedback and receiving video-calling assistance from relevant staff. Our WhatsApp queueing solution embodies just this!


whatsapp bitches


QR codes can also facilitate virtual and WhatsApp queuing, ticketing and appointment scheduling, as well as allow for the download of informational brochures, Covid-19 safety guidelines, instructional videos and much more!

Expect to see reduced wait times, improved staff allocations and better analysis. Through the frequency of use, number of impressions, and feedback statistics, you can understand the degree of interest in your products, customer preferences and their behaviour and consumption patterns - as seen in this video. With the winter holidays quickly approaching, perhaps you too would like to be battle-ready? 


Read our blog post on how to brave and thrive this holiday season!


Case in point!


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Wavetec has successfully deployed, and operated visitor management systems in retail stores like Nike and in public offices like the City Hall in Colmenar. The proof is in the consumer trust and confidence, especially in times when neither is in too high supply.


Hear it from our clients


Does your processor support QR code scanning?

Up-to-date with your updates? 92% of Apple devices, especially smartphones, are QR-code ready. For phones with an iOS 13 upgrade or higher, the camera app (including the use of the flashlight for better visibility) is equipped to quickly and more accurately read the codes. iPhones running on iOS 11 or lower need a QR code scanner app.

Similarly with Android, any phone with an operating system Android8/Oreo and above does not require a separate app, while those version 7 and below do. 

For those wary of updates, unwilling or simply uninterested, here is a list of the top 5 free QR code scanner apps for both iOS and Android:

  1. Kaspersky’s QR Code Reader and Scanner,
  2. Neoreader Barcode Scanner,
  3. Barcode Reader,
  4. QR Code Reader by Scan,
  5. QuickMark Barcode Scanner

    We’ve just made our own, fancy a try?




  • The more information added to the code, the more complex the structure and the larger the physical size
  • iPhones are the most popular cellular device to scan them with
  • Women scan more codes than men
  • Besides China, the US leads the world in its use

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