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Enterprise Queue Management Software
For shops, shops, banks and other branches that receive customers directly on their premises, queue management can quickly become a real headache. Currently, the poor consideration of virtual or physical queues can have an impact on thecustomer experience. Waiting several minutes to be seen by a manager can be a source of frustration for the manager, and a bad reputation for the brand. Fortunately, the touch and interactive kiosks help companies. With the right software, they allow customers to do other things before being called back by an agent.
The challenges of good queue management for a company
For a company, customer satisfaction is synonymous with growth, and this for different reasons. If there are a thousand and one ways to satisfy the consumer, queue management is one of them. First of all, it is a good way to build loyalty, but it also ensures good brand awareness. A recent study mentions that 68% of people who decide to leave after spending a certain amount of time in a queue think that the store does not care about them. Furthermore, 80% would be willing to go to the competitor where there are fewer queues. At the same time, over 87% of customers would be willing to use queue management technologies such as touchscreen terminals for shorter waiting times.
Managing a queue well promises several benefits to the business. First of all, it improves profitability by not losing any sales thanks to the centralising reception. It is also a good way to satisfy the customer. With a touch terminal, the processing time per customer is indeed reduced. Furthermore, queue management systems can also be used as a data collection and organisation tool. Indeed, it is possible to estimate the average waiting time in real time per customer, allowing targeted decisions to be made according to the current situation. The company can, for example, increase the number of agents to take care of customers during peak hours.
What role does software play in queue management?
Queue management using digital technology is a system that includes, among other things, the terminal consisting of one or more interactive kiosks and the dedicated software. There are a number of applications that can support such an operation. However, good software must fulfil a number of essential functions. First of all, it must be able to analyse the flow of customers and ensure that their journey runs smoothly. The software will also be able to notify customers by different methods: SMS, audible announcement, etc. Preferably, thekiosk application Preferably, the queue management system will be able to give priority to certain categories of customers such as disabled, elderly, VIPs, etc.
Its ability to smooth the queue is not the only quality of this type of application. Indeed, it can also be associated with another software solution for thedynamic displayFor digital signage, it can also be combined with another software solution designed for digital signage, which is a communication medium based on the use of interactive kiosks. For digital signage, the objective is above all to reduce the waiting time perceived by customers by broadcasting attractive or entertaining content. Queue management software can also provide a functionality for personalisation of the customer journey or agent performance monitoring.
At Xifab, we use a software dedicated to queue management terminals: Q-Lib. This application ensures, in the first place, the distribution of numbered tickets on the different dedicated kiosks. The system managed by the software also includes at least one large screen that displays the numbers called and the number of the customer's destination counter. It also includes a space dedicated to the distribution of other content of the company's choice. On the agent's side, he or she will have a tablet or PC at his or her disposal that allows him or her to move on to the next visitor or to redirect another to another counter. The Q-Lib software uses an interface through which statistics can be quickly consulted.