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Creating a Digital Journey Through Your Queue

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Whether waiting to buy or waiting for service, customers understand that waiting in line is just one of those things you have to physically do. Or is it? Is it possible to redefine your queue and make it part of an increasingly digital customer journey?

Let’s look at how you can create a digital journey through your queue, using a retail environment as an example:

1. Waiting for a fitting room.

Customers can easily become frustrated if they feel pressured to get in the fitting room line just to ensure that they can try on the clothes already in hand. But what if they can secure a spot in the fitting room line, even if they’re not physically standing there?

A virtual queue with integrated mobile texting can be the answer. Shoppers can use your mobile app or a kiosk to get in line for a fitting room. While they wait, they can continue to shop. When a fitting room opens up, the next customer in line can be immediately notified via text message sent through the mobile app. If a customer isn’t ready to try on their haul just yet, they can respond to the notification and request to be digitally re-queued without losing their place in line – they’ll simply be called a little later, and the mobile app can be programmed to provide this estimated waiting time, further putting customers at ease.

2. On to the checkout.

Digital technology can be used to let customers know the estimated wait time, from entering the queue to checkout. For the people who would rather spend more time shopping than waiting, they have the option to continue to browse until the line gets a little shorter. Of course, in-line merchandising can enhance the waiting line too, making it possible for customers to continue to shop while they wait in line.

Digital methods can also be used to call forward the next patron to an open checkout point once they’re in the waiting line. Call-forward technology is digitally powered and uses visual and audio cues to get the attention of the next patron in line. The single-line queue moves more quickly with this methodology and it creates an environment of fairness among customers.

Furthermore, technology can deliver real-time alerts to managers when wait times exceed acceptable ranges or new stations need to be opened up. Having a smart queue that notifies you before a problem occurs is invaluable, especially in retail environments where the traffic patterns can change on a dime.

3. Capturing feedback.

Was the line too long? Too unorganized? Just right? A customer feedback tool can be placed at the end of the queue to gain instant insight into how your queue performed in the eyes of customers. Don’t be afraid of feedback – you want to know exactly where your queue is performing well and where it might be underperforming so that you can tweak the bumps in order to create a seamless shopping experience from store entry to checkout.

Today’s customers expect more than ever. And they’re more connected digitally than ever. If your waiting line isn’t keeping up, it’s likely falling behind in terms of meeting customer expectations for speed and enjoyment. How can you bring technology into the queue to create a better experience? Ask your customers their opinion – chances are, their suggestions will include upping digital enhancements so that convenience can be enhanced and resentment can be drastically reduced.

Trying to figure out the best way to digitally enhance your waiting line? Speak with a Lavi expert about the options available for your business.


[Infographic] How Queue Management Technology Improves Customer Service

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Your queue is often the last horizon before a customer transitions from your business to whatever is next on their list. A good experience is a must to land your customer relationship on the loyal side. If you miss a positive customer experience here, the risk is not only losing a sale, but a customer, maybe even more than one.

Streamline. Connect. Leverage. Today’s technology assures customers are cared for with respect, convenience, efficiency, and even surprise or delight. Our latest infographic features six top technologies you can use to improve your customer service, more effectively manage your queues, and ultimately improve business results. Perceived wait times drop. Customers relax because they know clearly what is happening when. Customers have more control. Managers have more information. Everybody wins.

Companies with high customer service ratings are on average 12x more profitable than their competition. On which side of the stat are you? Secure your place exactly where you want to be.

Upgrade your queue management systems with today’s top technologies. Here’s how:


4 Business Goals Met Through Today’s Queuing Solutions

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Achieving your biggest business goals might not happen the way you anticipated. The road to success often comes by thinking outside the box. Are you relating your business goals to your queuing strategy? Perhaps the queue is exactly where you have the opportunity to meet your goals, and do an even better job of satisfying customers at the same time.

Here are 4 business goals that can be met with the right queue management solutions:

Business Goal #1: Increase agent productivity

Managers and customers grow equally frustrated at the sight of unproductive service agents, especially when there are customers waiting to be served. Agent productivity is also negatively impacted by agents who sit on the outskirts of a long line, out of the immediate line of sight of waiting customers. Think of the long service desks at an airport, for example, where an open agent might sit waiting several seconds or even longer for the next customer in line to notice they are available. What’s worse is knowing that some employees will use this idle time to purposely “slack off” in between customers.

Solution: A call-forward queuing system working with your single-line queue increases agent productivity and reduces undesirable downtime. A call-forward system can automatically monitor station activity, and through studies, we have found that this makes those “outlier” stations more productive. Those stations actually increase their transactions per hour to be more in line with stations closer to the queue.

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