Clipboards have their purposes–-but bank queue management isn’t one of them. Not only does taking customer information down with a clipboard and pen pose a serious GDPR risk, but it’s far less efficient than a Virtual Queue Management Software for banks.
What are the main problems with clipboard queue management?
There are 7 key issues you need to be aware of if you’re using a clipboard and pen to manage walk-in customers:
- Inaccurate wait times: Unfortunately, clipboards don’t magically create wait times. This usually means branch associates end up picking wait times out of thin air. If they’re inaccurate, not only will customers get frustrated, they’ll up and leave.
- Crowds around your branches: With a Virtual Queuing System, your customers don’t need to wait in-branch. They can grab a coffee while they wait to receive a notification on their phone telling them to return to the branch. However, this isn’t possible if they’re on a paper queue–they’ll need to wait nearby. During busy times, this means your branches risk becoming overcrowded.
- GDPR breach: Leaving private customer information on a clipboard is a major GDPR no-no and can land your business in hot water.
- No data collection: Unless you’re using software, you’re missing out on collecting customer data on everything from foot fall patterns to service time. As such, you’re unable to improve your business strategy.
- Old-fashion brand image: Customers are increasingly accustomed and expecting to have tech in-branch. Ultimately, if you’re still using a clipboard, this may negatively impact your brand image.
- Limited use: Multiple branch associates can’t simultaneously use a clipboard and pen, so you’re ultimately slowing down your service.
- Illegibility: For your clipboard queue management system to function, your store associates need to be able to read each other’s handwriting. However, if ink runs or an employee doesn’t have legible handwriting, your whole system won’t work smoothly.
What are the advantages of using a Bank Queuing System?
There are arguably 9 main reasons to upgrade from clipboard and pen to Bank Queue Management System.
- Better CX: Improve the waiting experience by giving customers the ability to check their position in the queue in real-time.
- Shorter wait time: With a more efficient system, you can significantly speed up service and increase sales.
- Increases customer retention and spend: When customers are free to peruse your branch while they wait for service, they’re more likely to see marketing materials about your accounts or loan options. As such, they may be more likely to convert.
- Lower staff stress levels: By taking the admin duties away from your branch teams, you’re making their lives a lot easier. This means they’ll deliver better service and feel less stressed.
- Looks more professional: When you’re using tech, you’re sending a message to your customers that you invest in your branches. This ensures they leave your branches with a better impression of your brand.
- Increases team productivity: With a Virtual Queuing Software, your store team can see who’s waiting to be served and where. This reduces their idle time and makes sure they’re working efficiently.
- Multiple associates can see the queue: There’s no need to pass a clipboard around–your store teams can each check the queue from desktop, tablet or mobile.
- Makes other tools obsolete: Queue Management Software for banking usually includes things like customer surveys so you don’t need to spend any extra money on exit-surveys.
- GDPR compliant: Ensure you’re GDPR compliant by using a software that follows best practices and keeps your customers safe.
Why do banks need Queue Management Software?
Primarily, banks should use queue management to retain more customers. When we surveyed thousands of US consumers about wait times, we discovered that long queues can reduce your foot traffic by 10% or more.
As such, with the best Bank Queue Management Software, not only can you eliminate long queues, but you can also drive your short-term and long-term profitability. All while enhancing your in-branch experience.
What’s the typical Qudini Banking Virtual Queue Customer Journey?
To illustrate the typical customer journey, let’s use customer Lisa as an example.
Lisa walks into her local branch hoping to get a new credit card. Right away, she’s greeted by a friendly store host and added to a digital queue. She’s told that the wait will only be around 5 minutes but that she’s free to grab a coffee.
That’s exactly what she does. She’s impressed that she can see her position in the queue on the app–she feels reassured. Just as she’s picking up a double espresso, she receives an SMS instructing her to return to the store.
As soon as she walks through the branch doors, she sees her name on a TV display. Lisa is blown away that when she’s taken to her branch expert, they already know her name and why she’s come into the branch.
Ultimately, she has a great experience in the bank and decides to get a credit card. When she gets home, she receives a customer survey request via the queuing app. She gives some insightful feedback about her experience.
What results can you expect with our Bank Queue Management Software?
Our clients have experienced some of the following benefits since investing in our software:
Profitability
- 62% drop in walkouts
- 33% rise in average transaction value (ATV) increase
- 24% increase in unplanned purchases
- Greater foot traffic
Loyalty
- Better brand presence across social media channels social media presence
- Higher number of returning customers
- Record-breaking Net Promoter Score (NPS)
- Significant drop in customer complaints
Productivity
- 27% quicker service time
- 13% drop in store team idle time
- More savings
- Greater data insights
Share a live queue position with your customers using Qudini’s Bank Queue Management Software
Do customers want virtual bank queuing?
Yes, there’s significant evidence suggesting that customers do want Bank Queue Management Software to become the norm across your branches.
In fact, we recently unearthed that 36% of banking customers already want banks to manage their experience using a virtual wait line system.
Want to know what our clients think about our software?
If you’ve enjoyed learning about our Virtual Queuing Software for banks, check out this client video showing how our system works and why our clients love it.
