Time virtually flies
With virtual queuing, you sit down in a comfortable waiting area or move around without the risk of losing your place in the virtual queue.
Wherever people gather in need of service, you will find people waiting in one way or another. Waiting is what happens between the "wanting and the getting." If that waiting is structured in an orderly manner, the result is a queue of some sort.
With virtual queuing, people can sit down in a comfortable waiting area, or move around freely while waiting their turn. Their place in the virtual queue is secured with some kind of identifier like a number that has been printed on a ticket or sent to them via their mobile phone by SMS. The identifier is often given upon arrival but can be provided in advance when they book an appointment.
Clearly, this is a benefit to both the customer and the company.
What are the benefits of virtual queuing?
• If not managed appropriately, queuing and waiting can have a negative impact on the customer’s service experience.
• Virtual queuing applied right treats customers fairly and makes them
feel relaxed and comfortable whilst waiting.
• If you inform customers about expected waiting time, they will feel even more relaxed and in control of the situation. They can linger in your store and enjoy the waiting experience.
• If the customer wants to leave the premises to make use of the waiting time elsewhere, they can be called by text message or pager when it's time to return to get their service.
• The waiting time can be used for entertainment via media screens, preparation for the visit or used for shopping. The perceived waiting time could actually be much less than the actual time - which will definitely make the customer even happier.
• By using virtual queuing, the service provider will improve their operational efficiency, experience significant cost savings, and have access to vital statistics for accurately forecasting staff schedules.