The world is facing a pandemic currently known as COVID-19. However, the pandemic is actually not all bad. Amidst this chaos, the pandemic has sped up digital transformation in every aspect of life. The pandemic has transformed the way businesses operate. Most companies even take proactive approaches to protect both their customers and staff from this virus. Those methods are favorable and rewarding. Hence, they remain in use until today and they will be until the unforeseeable future.
So, what are those approaches that seem to change the business world for the better? Let us find out!
The New Norm of Service Queueing
Ever since the pandemic arrived, businesses have come up with many new strategies to adapt to this condition, but there are 2 methods that are most significant.
1. Virtual Queueing
At the beginning of the pandemic, businesses started to utilise virtual queueing as a way to enforce social distancing, reduce crowds, and reduce virus transmission through contaminated surfaces. The convenience and advantages it brings, however, have made both businesses and their customers prefer virtual queueing rather than the conventional type of queueing henceforth. It proves that virtual queueing is here to stay. Virtual queueing enables customers to check in through their very own mobile devices and gives them the flexibility to wait off-premise until it is their turn. Virtual queueing is beneficial not only for the customers but also for businesses that utilise the technology. By implementing a virtual queue system, businesses can group and sort customers, match customers with the most suitable agent to serve and help their specific needs, transfer customers from one service or touchpoint to the next without much hassle, and so much more.
2. Online Appointment Booking
Just like virtual queueing, online appointment booking was a method used at the beginning of the pandemic as a way to enforce social distancing and reduce crowds. It has so many benefits that make it a preferred method to schedule appointments. First and foremost, online appointment booking enables customers to make their appointments at their convenience without having to go to business premises physically. As for the businesses, implementing an appointment booking system can also bring many benefits, including reducing the no-show rate, being able to control and anticipate how many people are coming to the facility, and increasing staff efficiency as staff can focus on providing quality service instead of busying themselves with administrative tasks.
Do Not Get Left Behind! Customer Flow Solutions from Business Smart Solutions (BSS) are Here to Support Your Business!
If you are interested in implementing virtual queueing or online appointment booking, BSS has got you covered. Our company provides various customer experience solutions, including a virtual queue and an appointment booking solution.
First of all, our omnichannel customer flow management software, SMARTQUEUE®, has plenty of advantageous modules that will help your business thrive, including a virtual queue solution. This virtual queue solution enables customers to check in independently using their mobile devices. This will minimize queue congestion and bottlenecks at your business premises. This virtual queue system also facilitates your customers with useful information, such as their queue status, how many people are ahead of them in line, and the estimated waiting time.
In addition to the queue management system, we also offer SMARTAPPOINTMENT™. In order to give your customers a professional and positive experience anytime they book or schedule appointments, you may simply connect our online booking system with your website.
To help get you started, contact us at info@bss.com.au. Our expert consultants will gladly provide you with detailed information on the beneficial customer experience solutions that we offer.
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