As we mentioned in our last article, having to wait a long time in a queue has an enormous negative effect on customer satisfaction and therefore can also debilitate revenue growth.
Waiting in line is frustrating.
Given that access to information is available from anywhere in the world in the palm of one’s hand, how organizations address their queues and lines can determine their longevity and if they will operate efficiently.
People who wait in line will take their business elsewhere.
According to a recent study by Omnico, for example, Brits will wait in line just six minutes before they leave a store. Likewise, these same customers are less likely to return to a store if they’d had a bad queuing experience. Additionally, people hold a bad queuing experience against the host store.
According to recent research by QLess, after thorough data analysis examining whether or not having people waiting in a waiting room for service relaxes DMV staff and makes them less efficient, it was determined that by partnering with QLess for virtual queue management, average transaction duration at QLess DMVs was dramatically reduced. The decreased stress on staff from facing happier customers rather than people tired from standing in line also has had a dramatic improvement on productivity.
By implementing simple solutions, such as mobile wait lists and mobile queue systems, organizations are able to enhance the customer experience efficiently while implementing innovative, but cost effective ways to serve their clients and increase revenue growth over time.
Instead of having them walk out because of long lines, businesses can give customers something more to talk about, like how they have the ability to partner with their favorite businesses to determine how much time they spend in line waiting to buy their favorite products or receive essential services.
- Solutions exist that allow businesses to automate their physical lines through the use of SMS and customers’ mobile devices
- Virtual queue management system can reduce average wait times at by as much as 250 percent or more, a common outcome for most organizations
- Research suggests mobile queue systems enhance the customer experience