Queue Management Software
Improve the waiting experience and better manage customer queues. Give your shoppers real-time data on their expected wait times with our digital queue management software solution.
The untold stories of digital appointment booking and queuing
Drive better customer journeys with digital queue management system
One of the biggest missteps a retailer can make these days is keep customers waiting. While two-thirds of consumers still prefer to shop and do business in-person rather than online, 85 percent will leave a store if they must wait for service too long.
Implementing digital queue management system can help organizations reduce walkouts, acknowledge customers as they enter, and accelerate time to service by offering informed waits. All this can lead to a highly improved customer journey and customer satisfaction – ultimately attracting more customers.
What is Verint Queue Management?
Using Verint Queue Management system, you can learn more about why your customers visit your locations and help your team offer a more personalized service. By customizing the questions and data collected during the queue management process, you can:
- Proactively manage customer expectations.
- Enhance customer service and increase customer loyalty.
- Increase sales.
- Gain valuable insights.
Top luxury retail tactics to create personalized customer experiences
With the luxury sector experiencing slower growth, retailers simply can’t afford to overlook changes in customer expectations.
Brands that can design personalized in-store customer experiences and integrate digital and physical channels to empower their store team with real-time monitoring will take the lead this year. Explore how you can best use retail and queue management tactics to provide an exceptional CX and drive sales to your brand.
Key Queue Management features and benefits
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Manage Customer Expectations
Eliminate physical lines at your locations and turn frustrating waits into a realistic expectation for service. The Verint Queue Management software can help you provide your customers with calmer, more informed waiting experiences that enhance customer satisfaction.
Upon arrival, your walk-in customers can join a virtual queue that allows them to easily track their wait times and position in line – in real time. It will make shoppers feel in control of their customer journey, while you can capture the purpose of their visit to be able to deliver better service and improve the customer flow.
Learn how the Verint Queue Management software helped Virgin Media O2 improve in-store customer experience and retain foot traffic.
Enhance Customer Experience and Loyalty
In busy locations, it can be difficult for employees to know who is next in line or estimate how long customers will have to be waiting in line. It creates unnecessary stress for both employees and customers, and unbalanced service hours for your team.
With digital waitlists and real-time insights, you can match your customers with the right associate. With our queue management system, you can ensure customers are waited on in the right order and help your employees use their time more efficiently. To help you offer personalized service, the Verint Queue Management software captures customer data that you can use to assign the staff member with the right skillset to wait on your customers, boosting customer satisfaction.
Learn how a top 5 U.S. bank enhanced customer experience by reducing customer wait time in selected branches by 51 percent and by 83 percent overall.
Increase Sales
Improve one-on-one customer engagement and drive revenue with Verint Queue Management software. Greet and get customers checked into a digital waitlist for available walk-in services upon arrival through:
- Your host or greeter
- A self-service tablet or kiosk
- A QR code with a mobile device
While customers wait in the virtual queue, send them automated updates and notifications to keep them informed about their queue position and estimated wait time. Allowing your customers to browse the store or run an errand while they wait can encourage repeat visits and create valuable opportunities for impulse purchases and additional sales.
The data collected during the queuing process also enables store associates to personalize the customer experience, ultimately boosting conversion rates and increasing sales.
Gain Real-time Insights
Use the real-time data captured in the queue management process to continually improve your ability to manage traffic and drive service delivery and sales. The out-of-the-box and customizable dashboards and the user-friendly interface can help you better understand your queue management operations with valuable data on:
- Customer needs, including the reason for their visit.
- How long customers wait.
- Customer flow and arrival patterns.
- The amount of time it takes for customers to be served.
- Outcome of the interaction.
Manage Customer Expectations
Eliminate physical lines at your locations and turn frustrating waits into a realistic expectation for service. The Verint Queue Management software can help you provide your customers with calmer, more informed waiting experiences that enhance customer satisfaction.
Upon arrival, your walk-in customers can join a virtual queue that allows them to easily track their wait times and position in line – in real time. It will make shoppers feel in control of their customer journey, while you can capture the purpose of their visit to be able to deliver better service and improve the customer flow.
Learn how the Verint Queue Management software helped Virgin Media O2 improve in-store customer experience and retain foot traffic.
Enhance Customer Experience and Loyalty
In busy locations, it can be difficult for employees to know who is next in line or estimate how long customers will have to be waiting in line. It creates unnecessary stress for both employees and customers, and unbalanced service hours for your team.
With digital waitlists and real-time insights, you can match your customers with the right associate. With our queue management system, you can ensure customers are waited on in the right order and help your employees use their time more efficiently. To help you offer personalized service, the Verint Queue Management software captures customer data that you can use to assign the staff member with the right skillset to wait on your customers, boosting customer satisfaction.
Learn how a top 5 U.S. bank enhanced customer experience by reducing customer wait time in selected branches by 51 percent and by 83 percent overall.
Increase Sales
Improve one-on-one customer engagement and drive revenue with Verint Queue Management software. Greet and get customers checked into a digital waitlist for available walk-in services upon arrival through:
- Your host or greeter
- A self-service tablet or kiosk
- A QR code with a mobile device
While customers wait in the virtual queue, send them automated updates and notifications to keep them informed about their queue position and estimated wait time. Allowing your customers to browse the store or run an errand while they wait can encourage repeat visits and create valuable opportunities for impulse purchases and additional sales.
The data collected during the queuing process also enables store associates to personalize the customer experience, ultimately boosting conversion rates and increasing sales.
Gain Real-time Insights
Use the real-time data captured in the queue management process to continually improve your ability to manage traffic and drive service delivery and sales. The out-of-the-box and customizable dashboards and the user-friendly interface can help you better understand your queue management operations with valuable data on:
- Customer needs, including the reason for their visit.
- How long customers wait.
- Customer flow and arrival patterns.
- The amount of time it takes for customers to be served.
- Outcome of the interaction.
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Tailor Queue Management to boost customer engagement
The Verint Queue Management software is highly configurable and comes with an intuitive user interface. Unlike traditional queuing solutions, our digital queue management system allows you to customize and tailor the solution to meet your business needs without vendor support.
Let’s say you want to speed up the queuing process for order collection, reduce wait times, and exceed customer expectations. Your solution administrators can easily add a “click and collect” or “buy online, pick up in store (BOPIS)” service to your in-person queue management services. Currys, a prominent electronics retailer, uses Verint Queue Management to run an efficient order pickup service that allows customers to collect online orders from the comfort of their cars.
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“There has been a reduction in the number of walkouts. More customers are now willing to wait because we can give them accurate waiting times.”
“[Verint Queue Management] has improved customer experience. Customers are willing to wait longer and because their inquiry is logged, it feels more like an appointment, making customers feel more valued.”
“Working with [Verint Queue Management], we’ve been able to allow customers to browse in store rather than stand in a queue not knowing when they are going to be served. So the output of that has really given us some strong NPS success.”
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Customer case studies
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Frequently asked questions about Queue Management Software
With the right queue management system, companies can manage customer expectations by creating informed virtual waitlists and calmer customer waiting experiences. Smart queue management system enables businesses to reduce walkouts and average wait times, increase sales, and enhance the customer flow.
Today 85 percent of customers will leave a location if they must wait for service. Organizations need ways to retain traffic, reduce wait times, and accelerate time to service. Implementing the right queue management software can help solve this challenge by attracting more customers, ensuring clear communication, and improving staff performance.
Unlike traditional queuing solutions, online queue management helps businesses manage queues more efficiently by replacing physical lines with a virtual system. Customers can join a digital waitlist for walk-in services, allowing them to avoid standing in line. This digital queue system keeps customers informed with real-time notifications about their position in the queue and estimated wait times. By streamlining how customer queues are handled, businesses can better manage the customer flow and improve the overall customer experience.
Queue management system can help organizations:
- Proactively manage customer flow and reduce wait times.
- Understand actual customer arrival patterns to streamline operations.
- Deliver better customer service, enhancing customer experience.
- Increase sales and improve customer satisfaction across the whole customer journey.
- Gather valuable customer data.
Contact us about Verint Queue Management today!
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