Whenever customers walk into bank, there are queues. When they go to a theme-park, there are queues. When they visit the doctor, there are queues. In this age, nobody likes waiting, but for some reason, it’s all we seem to make our customers do.
Considering it’s something that frustrates business and consumers alike, the traditional queuing process has remained unchanged for over 300 years. Companies seldom have a strategy that can do away with queues, so the problem remains.
Fortunately, for you and your consumers, QHERE is revolutionising the queuing process. QHERE can be used for branches, stores and head offices where walk-in customers and pre-booked appointments are visiting you simultaneously. QHERE is a cloud based solution that allows you to monitor the waiting times of customers; the real-time queues. You can then assess the needs of your customers and respond accordingly with a strategy that will resolve the issue.
Let’s explore a few very real possibilities that would ensure that your customers don’t have to indulge in waiting or standing in queues, ever, again.
Most companies have a predetermined strategy. A certain number of employees are appointed at a particular branch and they are responsible for attending to the needs of any and every customer that walks in. What if one day you have a massive increase in the footfall? It’s absolutely possible. Would you wait for a trend to emerge and then increase the staff after a month or a quarter? By that time, hundreds and possibly thousands of customers would have been compelled to waste their time in queues. Instead of waiting, get real time feedback and appoint additional staff for the time being, possibly from another branch or from your head office if that is possible and you can do reduce the waiting times. You can even eliminate the queues.
Not every customer has the same purpose. It’s futile to have your staff attend to people having myriad purposes in an irrelevant way. One customer may need a solution that will take an hour, another may need a solution that will take two minutes. Should the latter wait for an hour just to be seen for two minutes? Of course not! Instead, you can attend to the first customer and begin the resolution process during which time you can attend to thirty more customers as the first solution takes an hour. Immediately, you have dealt with the waiting time of more than thirty customers.