We hope you can find the answer to your question here, however, if you don’t, please contact us and one of our friendly team will get back to you as soon as possible.
FAQs (Frequently Asked Questions)
What Happens If There are Delays?
At any point in time, the system allows the store manager to serve a customer to accommodate for any unplanned operational emergency.
Store Managers can also move agents among queues to accommodate for increased customer flow or waiting time (operationally and through the system).
One-way communication from QHERE to customers (customisable selection of customers/queues) can be used to mitigate delays. You can send messages to customers to inform them of a delay and also pause bookings for that certain service that is delayed.
Major Delay Example
Issue: The establishment has a system outage
Step 1: Prevent the issue from getting bigger. Pause bookings for that particular service, preventing new customers from joining that queue.
Step 2: Handle customers in the queue already, this is usually a manageable number. Allocate staff from other roles to assist.
Step 1: Cancel the delayed customer’s bookings before they arrive and personalise the message to ensure customer satisfaction.
Step 2: Allow them to arrive but handle them as per the operations manual of the business.
Small delays usually impact only a few customers.
As per normal operations, agents need to slightly accelerate the process of serving customers to catch up with the increased waiting time.
The catch-up can happen after 1 customer or more depending on the agents’ performance.
Ultimately, the delayed customer might not start on time but will potentially finish on time.
What Happens if We Have Walk in Customer While Others Have Queued Remotely Via the App?
Both remote customers and walk-in customers join the same queue via QHERE. The online booking system will place each one in their turn based on who joined the queue first.
For example, once a walk-in customer joins the queue, they receive a confirmation that their turn is in 20 minutes. They are now free to do as they please return to the store in 20 minutes to get served. Meanwhile, the business handles the service of the remotely booked customer.
Do I Need a Special Server in My Store?
You don’t need a local server as QHERE is a cloud-based system. There is absolutely no need to maintain and update any servers as all updates happen automatically on the cloud.
There is no need for kiosk machines that take up space in your store and always require extra effort to ensure they follow the brand of the business.
No need for bland paper tickets. Save the trees!
QHERE’s online booking system offers an Omnichannel experience. Customers can join the queue via:
- The QHERE App
- Instore tablet (this is the only piece of equipment you may need)
- QR Code
- Instore Assistant
Why Does My Store Have Queues?
Like most things, queues follow the basic rule of supply and demand.
Queues are a direct result of a mismatch between capacity and customer visits.
In today’s world, businesses share their opening hours with their customers to welcome them during these hours. However, they fail to mention how many people can join the party! Many businesses suffer from an influx of customers during lunch breaks, but do any businesses actually prepare for this busy period? Do you? Probably not…
That’s why QHERE is different from any other online booking system. QHERE is the only solution that addresses the problem from the root; offering an appointment booking system as well as a workforce management solution.
If we can manage and streamline your store’s capacity and share this capacity with the customers at the time of booking (similar to sharing the inventory on an online store), then the queues vanish.
For example: If a customer calls your store and gets told that they can come now but wait 20 minutes or come at 11:20 and they can be served immediately, why would they choose the first option?
Are You Just Another Queuing Solution?
QHERE is incomparable to its competitors. Many only provide an online appointment booking option or remote queuing option, none of them provides a workforce management solution as QHERE does. This is pivotal to businesses being able to ensure workforce utilisation, all in all, preventing queues from forming in the first place.
To implement QHERE, we start the story by defining the available workforce for each queue as well as the average handling time for each queue. Once defined, we start managing the waiting time accordingly. Not the other way around like all other remote queuing systems.
Is the App Completely Free?
Yes, we pride ourselves on the fact that the QHERE app is completely free for users.
Can I Use the App if I don't Have a Smartphone?
You can still benefit from QHERE even if you don’t have a smartphone to use the app.
When you visit a store that uses QHERE, the receptionist or assistant will be able to add you onto the remote queue and you will still be able to receive updates through text messages, just as other customer do.
How do I know Which Stores are Using the App?
It’s really very simple. After you have downloaded and logged into the app, you will be directed to the QHERE homepage.
On the homepage, you will instantly see the map, the small blue QHERE logos mark which stores are currently using the QHERE app.
Simply click the blue logo on the store that you want to visit and from there the choice to queue remotely or book an appointment will appear.
How Can I Refer My favourite Stores to Use the App?
Yes, of course!
You can simply visit your favourite stores, as you normally would, and advise them that you have heard of QHERE, by all means, highlight our app’s unique qualities, and show them our website, we would be very grateful!
We are currently creating a referral program which will host a range of benefits for referring your favourite stories AND other users to QHERE, stay tuned!
Contact Us to Find Out More
Do you have any questions about how QHERE can transform your queuing experience? If so, we’re available to answer your queries via telephone or email.