Retailers are using virtual queuing systems in their stores during Covid-19 for a number of reasons, from better managing the number of customers wanting to enter a store, to helping customers to easily collect online orders, to enabling customers waiting to receive in-person service to do so without waiting in a physical line.
And while virtual queuing software is customer-focused and easy to use (well, most of software is anyway), some customers do find the thought of using new technology daunting.
That’s why it’s important for retailers to create crystal clear messaging and do their part in educating their customer base beforehand.
Here are some simple approaches some of our clients are using to education their audience:
Creating videos that showcase how new services work
Electronics retailer, Currys PC World, which is owned by Dixons Carphone, has launched a curbside collection service using Qudini’s click and collect software in more than 300 of its stores.
The software enables customers to drive into one of Currys PC World’s designated collection car parks, register that they have arrived by scanning the QR code, and waiting for their orders to be placed in their car boots. They also provide a similar service for customers on foot.
To demonstrate how this new service works, the brand created the above video which clearly showcases how the process works, which helps clear up any questions or concerns customers might have before using the service.
Walk-through of Currys PC World’s contactless curbside click and collect experience
1) Clear signage and visual displays
One of the challenges many retailers have when deploying a new service is not promoting it in-store, but this is crucial to getting a new service like a queuing system off the ground.
That’s why many leading retailers, such as Asda, Dixons and Brown Thomas are creating visual displays in their front windows, car parks or in-store that quickly inform customers that there is a queue system in place and provide customers with clear instructions.
2) Tell the world about your virtual queuing system
As well as promoting your queuing app in-store, it’s important to inform your customers through online channels. And, at a time where customers are increasingly concerned about social distancing and safety, a virtual queue can be a compelling draw for new and existing customers.
For instance, Ellis Brigham Mountain Sports allow customers seeking expert advice in-store to escape the queues by booking an appointment – and the retailer promotes this new appointment booking system actively on social media.
3) Customer support from a safe distance
A final thing to bear in mind – contactless virtual service doesn’t mean no service. Your store associates can still be there to help customers with their queries or point them in the right direction. If you’re concerned that customers might needs help using the queuing service, make your staff available to assist them. And most virtual queuing services have work-arounds that can cater for customers without smartphones, or phones at all, such as through TV displays, kiosks, ticketing systems or even by creating smaller physical queues for those who can’t queue virtually.
