A queue management system is a digital software that allows organizations such as retailers and banks to let customers join virtual queues instead of physical queues. Customers join the virtual queue, are given an estimated wait time and position number, and are notified of their place in the queue as their turn draws near.
This enables retail brands and other organizations to provide customers with a faster and more enjoyable waiting experience, as it allows customers to carry out other tasks while they wait to be served, such as shopping for other products in-store or returning to the store later.
Investing in queue management software is vital for retailers. According to a recent study by A.T. Kearney, 81% of Gen Z prefers to shop in stores and 73% likes to discover new products in stores – however, younger generations of consumers are also fickle, impatient and expect the latest technology when visiting a store.
Outline:
- What is a queuing system?
- How does a queue management system work?
- Key functionalities of a queue management system
- Queuing systems during Covid-19
- How do queue management systems work in stores?
- How do queue management systems in bank branches?
- How do queue management systems in supermarkets?
- How queue management works in organisations
- How queue management systems work in click and collect?
- Key use cases of queue management systems
- Key benefits of queue management software
What is a queuing system?
A queuing system or queue management system is a software that allows retailers and other organizations to effectively manage walk-in customers. Instead of asking customers to wait in physical lines, queuing systems allow customers to join a virtual queue, where they are given a number and wait-time estimate, allowing them to browse the store, or leave the store and go to another location and come back later.
This increases customer spend, saves physical space in store and improves the overall customer experience. It allows employees at stores to adequately manage walk-in customers.
Virtual queues are suitable for numerous customer journeys, including customers wanting to speak with specialists or advisors, customers requiring technical support, customers wanting product or service advice, customers wanting to pick up items they have purchased online, customers wanting to return already purchased items or customers wanting to access a venue or facility.
“Less customers walk out because of the Queue Management System because they know exactly where their position is. The staff know exactly where they are, the customers have really clear visibility from the screen on the first and second floor.” – Store Associate, electronics retailer.
How does a queue management system work?
Instead of lining up in a physical queue, customers entering your store join a virtual queue. To join a virtual queue, customers need to enter their details. This can be done through a number of ways, including through your store meeter-greeter, host or receptionist, an in-store self-service kiosk, a website or in-app interface, QR code, SMS, or IoT device. However, during Covid-19, many customers and retailers are opting for contactless channels to enter queues, such as through their smartphone devices.
Once placed in the queue, customers are notified of their position through SMS, email, a web page or TV display, and are able to track their place in real time. They also receive an estimated wait time. When it’s their turn to be served, customers receive a notification that lets them know.
Key functionalities of a queue management system
- Easy to access virtual queues: customers should be able to check in through a variety of channels, including your store meeter-greeters, hosts or receptionists, self-service kiosks, websites or in-app interfaces, as well as through QR codes, SMS and IoT devices.
- Accurate wait time estimates: once in a queue, customers should receive accurate and carefully calculated wait time estimates to manage their expectations and create a positive experience.
- Real-time notifications: customers should receive real-time notifications letting them know once they have signed up for a queue, their position in the queue, how long they should expect to wait, and when their turn is near.
- Tailored journey interfaces: allow customers to join different queue journeys for different types of queues.
- Prioritize loyal or VIP customers: you should have the ability to reward loyal or VIP customers by placing them in separate queues or bringing them to the front of the queue.
- Customizable to your brand: the queuing interface should be customizable to your brand guidelines and messaging.
- Multiple languages: a queuing system should be able to serve customers in multiple languages and on a global scale.
- Data privacy: the queuing software should abide by data privacy laws, allowing staff to safely manage and store customer details.
- CRM integration: the ability to pair customers in your queue with preexisting customer profile records in your CRM database is an important requirement.
- Accessible on any device: customers and employees should be able to access the queuing system on their desktop, tablet or smartphone devices.
- Shop floor management: store managers or team leaders should be able to manage queues across the shop floor from a single device.
- Outcome reporting: your head office and store management teams should be able to create reports to measure performance.
- Post visit follow up: allow employees to follow up after customer visits by sending follow up messages or schedule future appointments.
- Subscribe for updates: enable customers to register for information updates about a particular service or product, and update them individually or all at once.
Learn about Qudini’s queue management system
How virtual queuing systems are beneficial during Covid-19
Virtual queuing systems are increasing in popularity due to the Coronavirus outbreak. Instead of asking customers to line up in queues, retailers and other organizations can allow customers to join a virtual queue.
This means customers can join a queue using a contactless channel, such as through your website or in-app interface, QR code, SMS, or IoT device. Customers can then return to the store when their turn is near.
Read more about creating virtual queues during Covid-19.
Many retailers are using queue management software to create contactless BOPIS or click and collect experiences. This allows customers to join virtual queues to pick-up their online orders, which they can do in-store, at the store entrance, or from their cars at the curbside. Customers can let store associates know when they’re close, or even book a timeslot to pick up their order using appointment scheduling software. This way customers don’t have to wait in physical queues and can come back to the store when their order is ready to pick up.
Read more about contactless click and collect/BOPIS during Covid-19.
How does queue management software work inside retail stores?
Many retailers use queuing systems to create virtual queues in their stores. This helps retailers to manage walk-in customers seeking technical assistance, product advice, in-store services, click and collect/BOPIS pick-ups, or customers seeking to return items.
For fashion, beauty, and jewelry retailers, consumers lining up for fashion or styling advice can join a virtual queue and browse the store while they wait. The same applies for customers wanting technical advice in electronics and telecommunications stores. Optical retailers that offer numerous eyewear and healthcare needs can create and prioritize different customer journeys with ease using queue management systems.
Queuing systems allow stores to create a relaxed environment where customers can browse the store while they wait, and by allowing your store associates to manage customers in an efficient manner.
“I’d say 20-30% of consumers buy something when they wait using Qudini” – furniture retailer.
How does queue management software work inside bank branches?
Banks are notorious for having long queues, especially during peak times. Instead of asking customers to wait in line, they can instead join a digital queue.
This can be done through in-branch meeter greeters, who greets customers at the branch entrance and assesses their needs before matching them with an appropriate advisor. Customers can also join queues via kiosks or through their smartphones using QR codes, SMS or IoT.
They will then receive a place in the queue and can wait in the branch’s waiting area, at your in-branch cafe, or leave the branch and return later. This is particularly suitable for time-poor consumers on their lunch breaks who can go and enjoy their lunch, run other errands or go for a walk while they wait.
It also allows banks to match customers with the most appropriate advisors, which in turn increases sales and conversion rates.
“Qudini definitely helps sales with the bank. It allows us to really understand when our customer visit us, what the nature of the enquiry is and to successfully match my available advisors to the customer and make sure that that customer experience is first class,” – Branch Manager, Retail Bank.
Many bank branches are also using appointment scheduling software to allow customers to schedule appointments with bankers and advisors.
During Covid-19, many retail banks are using queuing systems to limit the number of customers inside a branch at once to support social distancing initiatives. They are also using appointment scheduling software to enable customers to book virtual appointments with video bankers, or allow customers requiring urgent online help to join a virtual queue
Find out more about providing a great banking service during Covid-19
How do queue management systems work for supermarkets?
Many grocery or supermarket retailers use queue management systems for their BOPIS or click and collect services. This allows grocery retailers to provide an efficient service for customers wanting to pick up online orders by allowing them to join a queue through a kiosk, through a smartphone or mobile device, or through a member of staff.
This allows customers to browse the supermarket while they wait, or leave the store and come back once they’ve finished. It also allows supermarkets to reduce the space where customers need to queue to collect their orders.
Leading supermarket retailer, Tesco, for instance, saved 20 square feet of floor space per store as a result of a virtual queuing system.
“I like it, it’s better than before. It allows us to get on with other things and not have to keep an eye on the desk,” Store Associate, Tesco.
Read: Tesco case study
During Covid-19, many grocery retailers are using virtual queuing systems to allow customers to easily pick-up online orders in-store, at the store entrance or at the curbside, as well as allowing customers wanting to enter the store to join a virtual queue instead of waiting in line outside of the store.
How queue management software works inside organizations?
Queue management systems are particularly useful for universities, healthcare clinics and government organizations where walk-in customers seeking expert advice or care are commonplace.
Customers entering an organization can sign up to enter a queue through a range of physical and digital channels, and can then wait in the waiting area or return later when they turn draws near.
How queue management software works for BOPIS/click and collect queues?
For retailers with buy online pick-up in-store (BOPIS) or click and collect services, queue management software enables customers to check-in by phone, QR code, SMS, kiosks or your store associates. This will allow your store team to immediately prepare their order and bring it to them in the store, at the store entrance or curbside, which is particularly important during Covid-19. Your customer will receive automatic updates while they wait.
A quality queuing system will enable customers to pre-schedule their collection times and to check-in when they arrive, as well as receive wait time estimates, collection status updates by SMS, weblink or TV displays. It will also allow store associates to view checked-in customers, locate multiple orders at once and bring them to customers in-store, at your car park or at your curbside.
Key benefits of queue management software
There are a number of benefits to incorporating a queuing system in your stores, including:
- Reducing the number of customer walkouts
- Increasing customer conversion rates
- Increased sales spend
- Increased unplanned purchasing
- Increased customer loyalty and advocacy
- Improved resource allocation
- Improved store associate productivity
- Saved physical space
- Reduced consulting spend
- Smarter commercial decisions
- Increased staff retention
- Improved GDPR compliance
- More ROI generated
Take a look at some of our recent case studies to see how we’ve helped businesses in your industry.
View Qudini case studies.
