The QLess Blog

There is an undeniable shift in customer service. Today’s “on-demand” economy has fundamentally changed the way we deliver service.

In this new era of competitive advantage, customer satisfaction is set by high expectations. When expectations are not met, loyalty and revenue rates decline.

With technology empowering customers, a winning strategy includes consistent, personalized, and high-value experiences. In Part 2 of our 6-part series, host Rick Mischka uncovers how to engage customers with Remote Join Queuing and FlexAppointments to create a personalized digital experience, unlock 5-star reviews, and boost operational efficiencies.

There is an undeniable shift in customer service. Today’s “on-demand” economy has fundamentally changed the way we deliver service. 

In this new era of competitive advantage, customer satisfaction is set by high expectations. When expectations are not met, loyalty and revenue rates decline. 

With technology empowering customers, a winning strategy includes consistent, personalized, and high-value experiences. In Part 1 of our 6-part series, host Kelly Kliner uncovers how to engage customers with Two-Way Interactive SMS Texting to create a personalized digital experience, unlock 5-star reviews, and boost operational efficiencies.

Think about the times you walked into a store without a particular item in mind—times when you knew you wanted to shop, but weren’t looking for anything specific. How were you able to locate the right products? Odds are that the store layout played a big part in your purchase.

There is an undeniable shift in healthcare. Today’s “on-demand” economy has fundamentally changed the way we deliver patient care. 

In this new era of competitive advantage, patient satisfaction is set by high expectations. When expectations are not met, retention rates decline. 

With technology empowering patients, a winning strategy includes consistent, personalized, and high-value experiences. 

There is an undeniable shift in the world. Today's “on-demand” economy has fundamentally changed the way we conduct business. 

In this new era of competitive advantage, customer satisfaction is set by high expectations and the desire for instant gratification. 

With technology empowering consumers, a winning business strategy includes consistent, personalized, and high-value in-person and digital customer experiences. 

If you work in the freight and shipping industry, you’ve probably experienced your fair share of inefficiency when it comes to supply chain process. For those working with trucking transportation specifically, almost nothing is worse than an endless truck line: a long column of sixteen wheelers, idling their diesel engines and belching fumes, while the drivers wait for the arrival of cargo from a distant port of call. It is a problem in need of a technological solution – and now one exists.

Institutions are under pressure to maximize student retention and improve the student experience while being resource constrained – leading to high attrition rates and dissatisfied students.

With enrollment on the decline, colleges are forced to create an environment to foster positive student experiences. In fact, students with high satisfaction levels are 80% more likely to remain enrolled and graduate.

Johnstone Supply – a wholesale HVAC supplier with over 400 stores across the US States – is the top cooperative wholesale distributor in the country and a recognized national leader in the HVACR industry. 

Despite getting a lot of walk-in business from HVAC and construction professionals, customers often neglected to browse the store’s 1,500 square foot showroom because they wanted to secure their place in line. 

To address this issue, store manager Jake Bishop sought a solution beyond outdated take-a-number systems. While researching virtual queuing solutions, Bishop found QLess. After a swift and smooth implementation process, Johnstone customers are deeply attached to the QLess system, which not only makes shopping easier and less stressful, but also provides invaluable data for the company to use.

We’ve all seen those ticket machines labeled “PLEASE Take A Number.” These internationally recognized symbols of long queues are the best way to signal to visitors that your waiting room is about to live up to its name. They’re out-of-date tools for an obsolete system.

Technology is making all aspects of our lives easier and more efficient, and the same goes for waiting your turn. Here are the top 7 reasons to scrap the take-a-number system:

Where are the best places to work in LA?

Today, the entire QLess team celebrated our recognition by the Los Angeles Business Journal as one of the best places to work! 

Since our founding, QLess Liberators strive to follow our mission to eliminate lines around the planet. In pursuit of that mission, we provide a modern solution to the outdated practice of waiting in line – effectively transforming the way the world waits. Our recognition by the LABJ as one of the best places to work demonstrates that we are delivering on that mission, as well as our core company values.

Today’s consumers have endless options when it comes to where to spend their money, so the savviest businesses (from retailers to doctor’s offices) know they’ve got to set themselves apart from the pack. The most impactful and low-cost way is to deliver stellar customer service. People remember when they get it, tell others about it, and honor it with repeat business. Just as true: people don’t hesitate to bail when service is poor. Below are five ways to help ensure that customers stick around:

Watch this complimentary webinar to discover the 5 ways to deliver a 5-star customer experience.  

Hosted by Dr. Alex Bäcker – technology solutions expert, TEDx speaker, and Gold Stevie winner for IT Executive of the Year – you will gain insights to create a great customer experience and get a closer look at technology that will make you a hero at your business and with your customers.

As an expert in SaaS solutions, Alex works closely with a variety of retail businesses to cultivate 5-star reviews – such as at Vodafone, MTS Allstream, Tire Rack, Mecum Auctions, The Chicago Cubs, and Tourneau.

On behalf of everyone at QLess, we are so grateful for the honor of winning our fifth Gold Stevie® Award for "Best Computer Services Company" from the 2017 American Business Awards. This awesome distinction is a testament to the excellence of our entire team and our amazing partners.

And to thank our hard-working employees at QLess, we set-up an internal contest so that one of our employees could journey to New York City and accept our award. And our winner was the amazing and dedicated Pilar Ransome,  Support Manager!

Watch this complimentary webinar to discover the 5 best practices to improve campus operations.  

Hosted by Dr. Alex Bäcker – technology solutions expert, TEDx speaker, and Gold Stevie winner for IT Executive of the Year – you will gain insights to create a great student experience and get a closer look at technology that will make you a hero – both at your office and with your students.

As an expert in campus procurement, Alex works closely with colleges and universities to oversee the deployment of SaaS solutions and cultivate 5-star campus reviews – such as at NYU, Kent State University, Santa Monica College, and the University of Texas.

At QLess we empower people to manage their own time and wait anywhere they want.

Help us eliminate lines around the world by sharing a photo of a long line – be it at a bowling alley, a theme park, your favorite restaurant, at a doctor's office, on a college campus, at the DMV...anywhere! 

Just snap a photo of a long line, tag your location, and #EndTheWait!

Check out the 3 amazing prizes!  We will announce the winners on August 31. 

Watch this complimentary webinar to discover the 5 best practices to improve government operations.  

Hosted by Dr. Alex Bäcker – technology solutions expert, TEDx speaker, and Gold Stevie winner for IT Executive of the Year – you will gain insights to create a great citizen experience and get a closer look at technology that will make you a hero – both at your office and with your citizens.

As an expert in government procurement, Alex works closely with agencies – such as the Michigan Department of State, the Nevada DMV, and the Texas Department of Public Safety – to oversee the deployment of SaaS solutions and cultivate 5-star reviews.

The population of the world is increasing at an extremely fast pace.  No matter where you go or what you plan on doing, you will have to wait in line somewhere along the way – from a busy restaurant to your local airport, waiting in line has become a part of the process. Almost everyone is forced to wait in long queues, either on the phone or in a physical line.

Time management has become increasingly important and our patience has become (not surprisingly) extremely sensitive. A virtual queue management system doesn’t only save time, but rather it creates time, resulting in a productive relationship between the consumer and the business.

Deserved or not, if there’s anything synonymous with horrible customer service, it’s the Department of Motor Vehicles (or really any government office). People complain about interminable waiting times, poor communications and instructions, endless bureaucracy in getting the most routine tasks accomplished, and uncaring or downright rude workers. But the worst part is that society seems resigned to the notion that it won’t change, because it needn’t; there’s zero competition and there’s even less incentive for workers to go over and above.

But is there hope for improvement? And how?

Three universal truths for humanity:

1.  No one likes paying taxes
2.  No one likes going to the dentist
3.  And no one – nobody – likes waiting in line

Now, the first you have to do for the good of society and to avoid going to jail. The second you should do for the sake of good health. But the third…well, the third one, no one wants to do, and quite often they won’t. When people walk in to a retail business and see a long line, they often march right back out – taking their dollars, their loyalty, and their business with them.

The reality is that long lines kill business.

There’s no question that customers are becoming more demanding. The reason: in our consumer-driven economy today, we all have access to lots of information and many, many more choices than we did in the past.

With the growth of internet commerce and shopping over the past 20 years, shoppers have become sophisticated and savvy with access
 to all the pricing and quality information about anything they want to buy right in the palm of their hands. 

Customers – even the most enthusiastic, brand-loyal customers – will only tolerate poor service for so long before they become ex-customers, and often enthusiastic ex-customers at that, willing to tell anyone with an eardrum about their inglorious experience.

All it takes is a long line at checkout, a disengaged salesperson, or a stick-to-the-rules-at-all-costs mentality for a customer to abandon your business and head for the exit. Knowing what compels customers to walk away will prepare your staff to never commit these blunders.

We put together the 5 things businesses should never do. Top on a customers’ “I’m-out-of-here” list:

The biggest dig leveled against the construction industry by those who don’t know the ins and outs of it goes something like this: “All construction workers do is stand around while one or two people do all the work.” Industry professionals, of course, know that there are many reasons for workers to be temporarily idle or “just standing around, watching people work” on the job site.

From civil engineers whose sole job is to ensure safety and compliance, to laborers who need to be available whenever duty calls, to tradesmen who sometimes have to wait their turn in a long process, workers who appear idle are often doing exactly the job for which they were hired. And most of the time this leads to greater efficiency, not less.

However, there are plenty of construction managers that constantly battle factors that impede productivity on the construction site often leading to missed deadlines, costly delays, and unsatisfied clients. Some of the most common blockers are:

People love to take their place at the bowling alley, batting cage, shooting or driving range. That’s a fun way to line up. What isn’t fun is waiting in a queue for your turn to bowl, swing, shoot, or play – or even stuck in a waiting area until your number is called.

People don’t usually show up to auto parts and services locations in the best of moods. Cars are absolutely indispensable to most American lives, so a car in need of parts, repairs, or servicing can put a serious strain on its owner. Not surprisingly, most consumers waiting for a smog check, oil change, or tire replacement would like their needs met with minimal time spent. A customer who drives to the local oil change station and sees a long line or full waiting room is likely to drive off and take his or her business elsewhere. No one likes waiting in line, after all.

We're delighted to announce the appointment of Darren Gasser as our new Vice President of Engineering!

Darren brings nearly 30 years experience in systems architecture and is a seasoned leader in developing SaaS solutions. Having worked for both international corporations (FedEx) and start-up companies, Darren’s deep experience ranges from defining, designing, building, and troubleshooting large-scale systems in a variety of business and technical environments.

On this Thanksgiving, we would like to express our gratitude for the honor of winning our second Gold Stevie® Award for "Best Computer Services Company of the Year" from the 2016 International Business Awards. This awesome distinction is a testament to the excellence of our entire team and our amazing partners.

And to thank our hard-working employees at QLess, we set-up an internal contest so that one of our employees could journey to Rome and accept our award. The catch? Nominees for the road to Rome were considered based on the "miracle"  they delievered to QLess. After a democratic vote across the entire company, we had not one, but two winners: 

The countdown is on. Black Friday's marketing plan is launched and businesses are lacing up their cleats, preparing for their Super Bowl. And they best be in top condition: the National Retail Federation expects retail sales this November and December to increase a solid 3.7%, to $630 billion, a significant leap from the average yearly increase of 2.5% over the last decade.

Many of us enjoyed an extra hour’s sleep this past Sunday, November 6^th, thanks to Daylight Savings Time (DST). The practice of setting clocks back in the fall and moving them forward every spring to maximize evening daylight has its defenders and detractors, but nobody can deny the feel-good perk to “fall back” an hour once a year to sleep, play, read, finish projects, or go shopping.

Now imagine that you had an extra hour every day – imagine saving not one but dozens of hours a year. In fact, you can! That’s because all of us waste hours a year waiting in line. That’s useless, inefficient, frustrating time that we’ll never get back. By avoiding lines at the hospital, DMV, airports, and other places where people are forced to stand around, you can reclaim wasted hours every day. That’s where mobile queuing technology can play a key role in saving time.

“I just love waiting in line,” said no one in the history of the world.

Indeed, the age-old custom of waiting in line wastes the average person up to two years of their life.

In a presentation delivered at Innovate Pasadena's "Friday Coffee Meetup" on October 14,  Dr. Alex Bäcker recounts the genesis of QLess technology – a platform that finally affords a modern savior to the outdated practice of queuing. As our founder and CEO here at QLess, Alex also shares the trials and successes of a SaaS start-up with 19 practical lessons for entrepreneurs learned from the trenches.

True story: I had to visit the DMV this week to register my car. As an employee of a queue management software, I resent lines a little more than the average person because I know there is a solution that eliminates lines and waiting (ahem, QLess).  

What does a queue management platform have in common with Michael Phelps? The GOLD – six gold medals to be exact!

QLess earned the Gold Stevie® Award for "Company of the Year" from both the 2016 International Business Awards and the 2016 American Business Awards. The double distinction marks our 6th win for the top honor in the "Best Computer Services" category: two consectuive years from the IBA and four consecutive years from the ABA – a testament to the excellence of our entire team and our amazing partners.

And now we are hoping to win the People's Choice award – please vote to eliminate needless waiting in line!

There’s nothing more dispiriting than checking in only to find that the Transportation Security Agency (TSA) security checkpoint line stretches on forever, and may even cause you to miss your flight. It seems like the TSA is constantly warning travelers about unusually long wait times during the summer or holiday season. Sometimes the agency initiates a hiring splurge and beats the rush, but more often travelers are left waiting and waiting for the privilege of taking off their shoes, sorting their possessions into plastic bins, and standing in an awkward body scanner before rushing to (maybe) catch their flight.

“Support Our Troops” is a common sentiment in the United States, but the men and women who have served in the armed services often don’t get the support they need. A prime example of this is the Veterans Administration (VA), the government department responsible for providing services to people who have served in the military.

What’s the worst part about visiting the doctor or going to the DMV? For most people, the answer is “waiting in line.”

We are thrilled to announce that the QLess app is now available on both iOS and Android devices! Effortlessly join a “virtual line” with our app. The real-time graphical queue manager and simple UI make it easy to track your place in line and arrive shortly before an appointment begins. With the app, you can also ask for more time, request status updates, or leave the line.

In the wake of the surge of complaints about long waits in Transportation Security Agency (TSA) lines and Veterans Administration (VA) facilities, our brave CEO offers a solution to the problem for both government agencies within 90 days:

So you have tons of customers -- bravo!

In our latest webinar, CEO Alex Bäcker unveiled the top 4 predictions for 2016. More than 85% of our attendees found the presentation insightful! In case you missed it, watch the recording here:

Conventional wisdom says the best way to avoid getting sick is to stay away from sick people. However, easier said than done when patients need to visit a doctor's office. Whether visiting your clinic for a routine examination or accompanying someone who's under the weather, patients enter your waiting room where germs lurk on every surface.

Are you using the latest technology to improve public perception of your government office? Agencies are rushing to adopt a wide range of technology improve front office tools for citizens and harness data.

Are you headed to Indianapolis for EDUCAUSE 2015? We are too!

Are you curious about using QLess at your college or university?

When it comes to choosing a college, today's students must grapple with a relatively new but crucial decision: will they strap on their backpacks and venture off to a brick and mortar school, or stay in their PJs and go to college online?

College administrators are pretty adept at and know the importance of giving students an excellent education, but they often overlook the value of something else: a great higher education experience. While colleges don't receive recognition or funding because their students are satisfied, that doesn't mean they won't reap the benefits from fostering a fantastic, service-oriented environment for their students.

For Apple fans anticipating the new iPhone 6S, the wait is finally over.

Or is it... ?

Queuing for the Apple device du jour is a notorious tradition. And since its debut last week, lines around the world to purchase the iPhone 6S could virtually wrap... around the world.

In Sydney, Australia, one enterprising woman sent a robot to do her bidding so she wouldn't have to wait overnight, sleeping on a sidewalk in front of the Apple Store with thousands of others.

But in an age of thriving technology, does it make sense to wait in line several hours, if not overnight, for the most high-tech phone available on the planet?

I am thrilled to share wonderful news: this month QLess earned the Gold Stevie Award for Company of the Year, the top honor in the "Best Computer Services" category from both the International Business Awards and the American Business Awards!