Improved Customer Satisfaction through Intelligent Queue Management
Reducing perceived and actual waiting times instantly improves customer satisfaction, while systematically ensuring all customers are handled efficiently and appropriately improving your operations, staff, and most importantly your customer’s experience.
Customer Identification and Greeting
Not all customers in a queue take an appointment, but you have data about every customer in your virtual queue. Leverage this data for customer segmentation, to greet customers at the service counter, and all the associated benefits that come from knowing who your customers are before they arrive. You can use this information to provide priority and VIP customers extra benefits such as sending them to exclusive queues that have smaller wait times.
VirtuaQ offers you the capability to offer flawless and highly personalized service such as discrete VIP queues. Providing these special perks goes a long way in retaining your most valued customers and increasing your share of the wallet.
You can set priorities in queuing that offer advantages or disadvantages in time. For example, you can use VirtuaQ to give priority customers an advantage of 30 minutes over normal customers. You could create separate queues and counters to service these VIPs, and you can set the bar higher for them by creating special real-time SLA alerts that go to the branch managers and administrators.
Reduced Wait Times
Your customers are now getting into queues after they reach your branch location. With VirtuaQ, your customers can get in line remotely from anywhere, on any channel and device they prefer, long before they physically arrive at the branch. Live data on the number of customers waiting in different queues enables branch managers and administrators to dynamically shift or add more staff to provide faster and better customer service.
Understanding how happy customers are at different times, with different staff members, services and in different situations helps you replicate these successes and tackle bottlenecks that are increasing wait times.
Services mapped to specific staff roles ensure consistent allocation of the right staff for handling each type of customer query. This means your front-line staff and executives can monitor multiple service queues at the same time, and attend to customers who have different needs without having to switch counters. This is a very useful system during peak periods when you are able to activate more counters dynamically without having to move your staff and customers around.
Sometimes customers get in the wrong queue, and your own staff may have to move them to another counter for availing a follow-up service. Provide your staff the administrative rights to transfer a customer to the next counter ahead of them in the workflow. A seamless transfer on the same ticket, without having to go and take a new ticket and get in queue all over again, saves your customers a lot of time and hassle.
For you, the ability to track and manage the entire customer journey provides invaluable data for analytics and reporting, helping improve branch, service and organization-wide customer satisfaction, revenue and staff efficiency.
Instant Feedback and SLAs
Getting customers to provide instant feedback while they are still in the branch, and then reverting back instantly to talk to them, will dramatically improve customer satisfaction at all your locations. Use VirtuaQ to set up SLA breach alerts that allow your branch managers to intercede with happenings on the floor and resolve issues before the customer leaves.