Virtual queuing has gained much attention since the outbreak of the COVID-19 pandemic, and considering how beneficial it is, why wouldn’t it be? By now, there is a big chance that you would have heard about virtual queuing; perhaps you have even experienced it yourself as a customer. If you are planning on implementing it to your very own business, though, you need so much more knowledge on the matter than simply a notion from your experience as a customer. You need to know every little detail about it.
As a type of queuing that enables people to wait in line virtually/ on-screen, virtual queuing is utilising technology to its fullest potential. Some people believe virtual queue is merely a trend when truly, it is a game-changer in the business world. Not only does virtual queuing help businesses to run smoothly during this ongoing pandemic, but it also supports business growth by managing customer flow and enhancing customer experience (CX). Therefore, switching to a virtual queue should be one of your business’ top priorities.
Although it is imperative to switch to a virtual queue, it is not a good idea to rush headfirst into it. There are things you need to keep in mind before setting up a virtual queue system and this article will lay it out for you. So, here is your guide:
Ensure your company’s internet connection is strong, fast, and stable
The very name of it suggests that a virtual queue system operates with an internet connection. Without it, the system will malfunction. This means the internet connection should be available at all times, fast, and constantly stable. You may think that this is a trivial matter; however, the consequences of not ensuring a strong, fast, and stable internet connection may be fatal to your business if you decide to go for virtual queuing. Customers’ dissatisfaction can ensue and it will drive your customers away from your business. This goes without saying that this will not be good for your brand. Therefore, you should choose the best internet provider and have somebody check on your business’ internet connection regularly.
Provide a waiting space on the location
One of the most common misconceptions about virtual queuing is that businesses do not need to provide any waiting space at their premise. Let’s get this straight. While it is true that the point of adopting a virtual queue solution is to minimise the number of people at the premise – especially during this pandemic – and to enable people to wait remotely and do something else while waiting for their turn, you need to think about customers who want to wait on the location. Therefore, do not get rid of the waiting space at your premise. Instead, transform and furnish it into a comfortable and safely-distanced seating space.
Give your staff and customers time to adjust to this new type of queuing and guide them
Remember, virtual queuing system is a fairly new way of queuing, and admittedly, quite different from the regular linear waiting line. Some people may not be familiar with it yet and they need time to adjust. In the meantime, your business needs to provide guidance not only for the staff, but for your customers as well. The first thing you need to do is to ensure all your staff is completely knowledgeable on how the system works by gathering them and giving them proper training. Your job does not stop here. Next, if it is possible, notify your customers of the change beforehand. Then, to make the transition easier and faster, you need to assign staff to assist your customers in the check-in process at least until they get used to it.
Compare several queue systems and choose the one that suits your business’ needs
There are various choices of virtual queue systems on the market. While at the first glance all of the systems look similar, each of these systems has its very own strengths and weaknesses. Hence, do your research, think carefully, and choose the one that you think can fulfil your business’ needs the best. If you choose the right one, it will help take your business to the next level.
There you have it; several aspects you may have missed or have not considered yet. Hopefully, this article gives you further insights into what you need to prepare before switching to a virtual queue management system.