One of the most annoying things about waiting in line is being stuck in one place, moving only inches at a time. People begin to think about what else they could be doing with their time, how much more efficient and pleasant their day would be if they just didn’t have to stand in line. For many businesses, guests don’t need to be restricted to the confines of the queue. Enter virtual queuing.
The Easy Process of Virtual Queuing
Virtual queuing can be a simple and intuitive process for customers to follow, with these three steps:
1. Registration
Customers register for their desired service at a kiosk and are provided with a ticket identifying their unique call number and wait time. Virtual queuing systems can also be designed to allow customers to register online or via a mobile device, which means they don’t need to actually be present to “reserve” their spot in line, further limiting the amount of foot traffic in and around the registration area.
2. Waiting for service
The actual “waiting” part is far more enjoyable for customers when the queue is virtual. People are free to browse, shop, or relax while they wait their turn. There is no need to stay in one place or look for a better or shorter line. Service agents are able to see a list of all the waiting customers via the management screen on their computer or mobile device, and receive visual alerts if wait times or other data meet preset thresholds. Virtual queues may eliminate the concrete queue, but that doesn’t mean the speed and efficiency of the queue is thrown out the window. People haven’t forgotten that they’re waiting – albeit far less crankily – so the goal is still to create a pleasing customer experience.
3. Hailing
LCD screens on display in the waiting area are used to call customers to their assigned service area. If customers wish to wander further away from the designated waiting area, text messages can be used to notify a customer that their turn is imminent so they have time to return to the waiting area and keep their place in line. The process of calling customers to the next available position is less of a hassle for all involved, and the fairness of this method of queuing cannot be disputed. Virtual queuing creates customer happiness by freeing people from the literal act of standing and waiting. And while the efficiency of this queuing method can improve actual wait times, the all-important perceived wait time is also reduced. When people can’t see just how many other customers are waiting ahead of them, the wait feels less interminable, and that is always a good thing. Learn more about virtual queuing and how it can be implemented in your place of business. Speak with a Lavi expert today.
