queue management
queue management
What Does Queue
Management Actually Mean?
Many argue that a
queue management
system (QMS) is the
process of managing
a customer's waiting
time. But what does that
actually mean?
By Anna Oom,
Global Content Marketing Manager of Qmatic
Queue management is an integral part
of improving the customer experience.
The ones who succeed can reduce
costs, increase sales and enhance brand
reputation. But to understand what
queue management is, it's essential first
to define what waiting is.
What is waiting?
Most people believe that waiting is the
time from when the customer first decides
to get something until they have it.
From the customer's perspective,
there is also a perceived time between
the missing and the taking. If you intend
to improve the customer experience, the
customer's perception is the most critical
aspect to consider.
Therefore, when you put waiting
into a business context, shouldn’t
the definition of what waiting is be
the customer’s experience between
the moment they first decide to get
something until they have it.
What is queue management?
Based on the above definition of
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waiting therefore the definition of
queue management should be the
process of managing a customer’s
waiting experience.
How to reduce the waiting time?
Queue management is not about trying
to eliminate waiting times. Any company
that strives to offer instant service is
likely to incur substantial costs, such as
having too many employees on hand.
Queue management is all about
improving the customer's waiting
experience. Achieving this contributes to
flexibility in the staffing model, which in
turn provides efficient and cost-effective
customer service.
Therefore, if you intend to improve
the customers waiting experience, you
should not start asking "how to reduce
waiting time?", but rather "how to
improve the waiting experience?".
How to improve the waiting
experience?
If the customer’s perceived waiting time
feels shorter than the actual time, the
customers are more likely to walk away
satisfied. There are many things a company
can do to improve the waiting experience. to improve the overall customer
experience the experience needs to be
enhanced at each point of contact.
n Provide an active waiting
experience
This can be done by installing media
solutions in the waiting area, to engage
and entertain the customer. n Pre-service
An essential part of managing customer
visits is by the appointment system.
By offering customers the facility
to book their visit in advance, you
have control over the workload and
can optimise your resource
planning accordingly.
n Keep the customer informed
Remove the mystery and worry from
the wait. Use monitors to provide your
customer information, such as where to
go, where to wait and waiting times.
n Achieve an optimal waiting time
When customers spend time waiting,
they are more likely to explore y
our offering.
Aim for an optimal waiting time,
as it will both enhance the customer
experience and increase sales.
Queue management systems
Remembering that queuing is just one
part of the customer's entire journey,
n Check-in
Whether a host, receptionist or self
service kiosk welcomes the customer,
they will all be connected to the queue
management system.
n Waiting
During the waiting time the customer
can be informed and entertained via
visual screens and/or audio connected
to the queue management system.
Monitors can also be used to
advertise complementary services
and products.
n Serving
A QMS provides staff with the
necessary information to optimise the
service process.
They are informed about who the
customer is and what they require and
additional information such as how long
they have waited.
n Post-service
The queue management system can
provide a facility for your customers to
share their feedback via surveys after
their visit.
Data reporting and analytics allow
you to use this feedback to gain insights
and improve the customer journey.
The benefits of a queue management
system are significant.
Benefits
In the short term it can increase sales
and productivity by up to 30%. It can
also decrease costs by up to 30% by
ensuring that the right customer is at the
right place, at the right time and greeted
by the most appropriate staff member. n
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