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5 Efficient Ways to Cue Your Queue from Beginning to End

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Progress equals happiness. For customers who are ready to checkout or be served, there are few things more satisfying than an efficient queuing process from the beginning of the queue (where does the line form?) to the end (how do I know who’s next in line?).

Here are five efficient and effective ways to use ‘cues’ to make your queue more efficient.

1.   Clear and Strategic Signage

If there’s one cue that has stood the test of time, it’s signage. Whether digital or printed, your queue signage can make the difference. Use signage to guide customers to the start of your queue and all the way through to the exit. The comfort customers gain knowing they’ve arrived in the correct line will be well worth the effort. Leave no doubt, make your signage count.

2.   Flow/Path Markers All the Way Through Service

From the “line forms here” start of your queue all the way to the door, make sure your customers can easily navigate their way through the entire queue system. As you design your queue, it can be better to over communicate with extra signs, stanchions, and instructions rather than to leave a customer with questions.

3.   Clear Service Counter Locators

One aspect of a clear queue path is identifying where the checkout or service agents are located. Use lights, numbers, barriers, counters, etc. to let customers clearly know where to go to complete their transaction.

4.   Automated Call Forward System

As customers move through the queue, a prominent and efficient call forward system can maximize productivity and ‘cue’ customers in when it’s their time to be served. Digital signage combined with audio cues and station lights, all easily facilitated by a call forward system, make calling the next customer forward a breeze.

5.   Queue Monitoring with Estimated Wait Times

Intelligent queue management systems use real-time customer data to track and record traffic and queuing patterns to predict customer flow and accurately estimate wait times. The data can be used to inform waiting customers of how long they should expect to wait before being served. And that’s a ‘cue’ that can make customers more patient all the way through. (Tip: Read the Intelligent Queue Management Guide for more info on exactly what to include and how to use real time data to make the most of your queue.)

A well-informed customer is a happy customer. How will you use cues to build a queue that keeps your customers coming back for more?


How Mobile Changes the Virtual Queuing Game

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Virtual queuing changes the way customers wait by removing the physical waiting line and dispersing people to wait where they please. In a wide range of industries, virtual queue technology is increasing efficiencies while also empowering, impressing, and delighting customers.

But wait, there’s more.

Now, virtual queuing is going even further. With a few taps, businesses are meeting customers right where they are – on their mobile devices – and putting power and control into their hands, literally.

With mobile-enabled virtual queue technology, customers and businesses can get (and stay) connected in multiple ways:

Website or Mobile App

Virtual queue technology integrates directly into your website or mobile app, allowing your customers to schedule service, check wait times, or request in-store pick-up where they already know how to find you.

Two-way texting

Nearly everyone now has a mobile device. This current reality allows you to meet your customers where you know you can find them, with convenient technology they are comfortable using. Additionally, connecting through mobile allows customers the flexibility of waiting almost anywhere, affording customers to use their time in more productive ways.

Personal Queue Display

With a quick text message, customers can jump in line from virtually anywhere and keep tabs on their own progress. Not only does this keep customers involved while they wait, it also provides a sense of control which customers appreciate.

When you take your queue virtual, the main outcome is happy customers, a benefit that cascades far beyond the single interaction. However, your ‘internal customers’ benefit too:

  • Staff efficiencies increase as they focus more on serving customers instead of managing crowds.
  • Crowds remain dispersed which frees up more space for merchandise.
  • Need for internal IT resources is drastically reduced — customers use their own technology.
  • Multiple channels of communication to customers means opportunities for relationship building and frequency of contact beyond the single interaction.

Set your business apart by establishing a mobile-virtual queue for your customers – give them the freedom to wait without waiting in line and enjoy the growth in another line – your bottom line.


Virtual Queuing Transforms Customer Experiences Across Industries

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Across a wide range of industries, virtual queuing technology can help take the customer experience from good to great by giving customers more freedom and power to do business with convenience and efficiency.

Freeing customers from waiting in a physical line adds direct and indirect value to the customer experience that can bond a customer to a brand, reinforcing a high-quality, loyal relationship over time. Internal “customers” (staff and stakeholders) can also experience benefits that make management more efficient and superior customer service more attainable.

Below are some examples of the value virtual queuing can add in various industries.Continue Reading