12 Best Virtual Queue Management Systems for Retail
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Key takeaways
20% of customers walk out after waiting more than three minutes.
Digital queue management replaces traditional physical lines with fully virtual queues that customers join via mobile, kiosk, or web.
Enterprise retailers need platforms that support hybrid queues, blending walk-ins and online appointment scheduling into one view.
The strongest platforms capture customer data, integrate with CRM systems, and connect with digital signage solutions.
Vendor selection matters in achieving the optimal business outcomes.
In the world of retail, time really is money. 20% of frustrated customers will walk out of your store if they’ve been waiting for over three minutes for service. In other words, slow service could be costing you millions of dollars per year across your stores.
Digital queue management solutions replace traditional queues by letting customers join a virtual queue — via mobile, check-in kiosk, or web — and move freely around the store while they wait. Instead of standing in a physical line, customers receive real-time updates on their position and get notified when a store associate is ready for them. The result: a better customer experience, more productive store teams, and fewer walk-outs.
Here’s how to find the right solution for your business.
How to find the best virtual queuing solution
To ensure you’re searching the correct phrases to see the best queue management system results, it may also be worth searching for the following terms:
- Wait Line Software
- Virtual Line System
- Walk-up Software
- Line Management App
- Mobile Ticket App
- Online Queue Software
These terms all describe the same category of software; the naming just varies by vendor, region, and use case. Whether a provider calls it a virtual line system or a mobile ticket app, the core function is the same: replacing a physical queue with a digital one. Using a mix of these search terms will surface a broader set of providers and help you avoid missing a strong solution simply because it uses different language.
What are the benefits of using a digital queuing system?
There are several proven advantages of using a Digital Queuing Software in retail to manage the customer waiting experience, such as:
- Increased unplanned purchasing: When customers are free to explore the store while they wait in a virtual queue, they’re much more likely to spot and buy products and services they may otherwise have overlooked.
- More efficient shop floor operations: By displaying all waiting customers in a centralized queuing platform, you can greatly reduce store team idle time because your store team can clearly see who is waiting for service.
- Higher return rates: By investing in your Customer Choreography Software, you’re creating a more enjoyable in-store customer experience. That’s a key benefit because happy customers are returning customers.
- Richer customer data: Every interaction in a virtual queue generates service data — visit reason, wait time, service duration, and customer feedback. Over time, that customer data builds a clearer picture of demand patterns, staff performance, and customer engagement across your locations.
Advantages of using an enterprise, retail-focused online wait list system
Enterprise retailers have vastly different software needs than midsized and smaller businesses, which is why it’s imperative to find an enterprise-retail-oriented system.
After all, enterprise software systems have benefits, including:
- Ability to quickly integrate with existing systems that retailers use
- All-in-one software to support every customer journey from appointment and event customers to walk-in and click and collect customers
- Constantly evolving software solutions that are specifically tailored to enterprise retail use cases
- Complete security, data protection, and GDPR compliance
Which features do the queue management software providers offer?
Check out the table below to find out which key features the leading queue management systems around the world come with.
| Feature | What to look for | Availability |
|---|---|---|
| Virtual queuing | Core capability across all providers. Look for self-service join options, real-time queue status updates, and multi-channel entry (mobile, kiosk, web). | All providers |
| Appointment scheduling | Essential for managing planned traffic alongside walk-ins. Confirm whether the platform handles both in one view or requires separate tools. | Most providers |
| Walk-in support | Pairs with appointment scheduling to cover the full customer journey. Look for unified queue views that blend walk-ins and booked visits. | Most providers |
| Click & collect | Critical for omnichannel retailers. Few providers support this natively — verify it covers your specific pickup workflow before committing. | Enterprise only |
| Mobile/app access | Covers both customer-facing apps (join a queue from a phone) and staff apps (manage the queue on the floor). Confirm both sides are supported. | Most providers |
| Business intelligence | Ranges from basic wait time reporting to 100+ data points per visit. For enterprise use, look for centralized dashboards across all store locations. | Select providers |
| CRM integration | Links visit data to your existing CRM (e.g. Salesforce). Enables personalized service and downstream marketing. Check for native connectors vs. API-only options. | Select providers |
| Cloud-based architecture | Enables HQ to manage settings across all stores from one platform. Some providers still rely on on-premise hardware — factor in maintenance overhead when evaluating total cost. | Select providers |
Who has the best queue management system?
We’ve compiled a list of the top Online Queuing Systems based on our in-depth analysis of the current market, beginning with the most relevant providers for enterprise retailers.
However, we’re unable to disclose estimated software costs because enterprise software providers set their rates on a case-by-case basis.
1. Verint
Founded with the mission to revolutionize retail, Verint is one of the few Digital Wait Line Management Software companies that have designed their solution with enterprise retailers in mind. Verint has spent the last decade building its SaaS Retail Choreography solution suite to help global clients drive profitability, retain new customers and achieve lasting brand relevance.
Overview
- User Interface (UI): Verint’s software engineers frequently update the UI on their Virtual Queue App. They have a reputation among HQ and store users for designing intuitive interfaces that anyone can use. Their team is also known to be very responsive regarding support tickets.
- Settings: Head office users can centrally manage their Verint settings across their stores.
- Hardware compatibility: Verint’s cloud-based software is compatible with hardware including your kiosks, TV displays, tablets, mobiles, and more. You can even use the software on IOS and Android devices, along with any desktop browser.
- Business intelligence: Verint collects over 100 new data points on every customer that your store team serves through their platform, including why they visited your store and what their experience was like.
- Integrations: Verint has key integrations with Calendar, CRM tools, and more. They also have APIs to help you build custom integrations.
- System architecture: Verint uses a powerful and sophisticated Microservice and partners with AWS to guarantee a powerful and reliable service.
- Clients: Burberry, Nike, Pandora, Samsung, Meijer Pharmacy, Tesco, IQOS, NatWest, Benefit Cosmetics, Currys.
- Available since: 2012.
2. JRNI
JRNI (previously known as “BookingBug”) originally focused on offering Appointment Scheduling Services to small and mid-size businesses (SMB) before turning to the public sector. More recently, they’ve also begun to offer Virtual Queue Management Services to enterprise retailers, particularly in America and Australia.
Overview
- Multiple servers: Microservice systems are considered to be more scalable, less bug-prone and to enable quicker software changes. Nevertheless, monolithic system architectures that rely on multiple services, such as the one JRNI relies on, have some advantages. For instance, it’s relatively simple to manage these systems.
- Reliability: JRNI’s Virtual Queue Management Platform has a relatively high uptime, meaning it’s unlikely to crash in the middle of service delivery.
- Customization: JRNI’s customization options are fixed, so you won’t need to spend much time customizing the look and feel of your Scheduling Software.
- Clients: Co-op, Levi’s, Kingfisher, Jojo Maman Bébé, KBC, and Bed Bath & Beyond.
- Available since: 2012.
3. Qmatic
Primarily focused on the public sector, Swedish company Qmatic offers top-of-the-range Virtual Waitlist hardware.
Overview
- New software: They added a cloud-based solution to their small but growing solution suite a few years back This software works with your existing on-site hardware to make it easier to centrally manage your settings.
- Repairs: As and when you ever need Qmatic to repair your hardware, you have the option to ship your kiosks back to Sweden. Typically, you’ll be back up and running once Qmatic has returned your repaired kiosks.
- Sector agnostic: Qmatic has some legacy capabilities that are particularly relevant to public and healthcare sector companies, although the company remains sector agnostic.
4. Q-nomy
US company Q-nomy primarily creates hardware Smart Queue Management Solutions for its European clientele. In recent years, they’ve also been developing software solutions.
Overview
- Public and health care focussed: Q-nomy primarily markets their Queue Management System to businesses within the public or healthcare sector.
- Hardware-based: If you have extra store space, you can install Q-nomy’s kiosks anywhere on the shop floor to make them accessible to customers.
- Clients: Medicare, BECU, Nottingham University Hospital, and Orange.
- Available since: 2002.
5. Clientela
Clientela has one of the best Virtual Queue Softwares with a number of functionalities. They typically work with midsize businesses.
Overview
- Staff interface on desktop: While Clientela’s users may need to wait a little longer if they want to use staff apps on IOS and Android, they’re currently able to use the Wait Line Management System on any desktop browser.
- Clients: Gucci, Cartier, Topshop, Bally, and MaxMara.
- Available since: 2020.
6. Qminder
Qminder is an Estonian-based scale-up that launched in 2011. They offer a modest cloud-based Digital Wait Line solution to small businesses predominantly.
Overview
- UI: Qminder has a traditional and seasoned UI that store associates generally don’t struggle to use.
- Data analytics: Qminder’s data analytics tool enables you to find out a little bit more about what your customers do in your stores.
- Integrations: While Qminder may not have all the key integrations enterprise retailers need from a Queue Management System, they do offer some lesser-known integrations for small businesses.
- Clients: Bolt, Verizon, Marines, Johns Hopkins University, and AT&T.
- Available since: 2011.
7. QLess
American company QLess was founded in 2007 with a focus on providing hardware solutions to public sector clients. The three products they offer include Queue Management, Appointment Scheduling, and Business Intelligence tools.
Overview
- UI: After a few key training sessions, store teams are generally able to find their way around QLess’s intricate UI.
- Features: QLess offers an off-the-shelf hardware solution with a range of fixed functionalities intended to improve the customer waiting experience.
- Clients: Department of Motor Vehicles (DMV), Minneapolis Saint Paul International Airport (MSP), FISH Technologies, and Port of Antwerp.
- Available since: 2007.
8. Zebra Technologies
Mobile computing company Zebra Technologies is an American retail-centric Virtual Queue Software provider. Alongside their queuing technology, they also manufacture things like thermal barcode labels and receipt printers.
Overview
- Solution suite: Zebra has grown a reasonably sized solution suite, acquiring Reflexis Systems, a Task Management System provider in 2020. Solutions include: in-person (rather than virtual) Appointment Booking, Virtual Queuing, and Task Management Software solutions.
- CRM integration: Any Customer Flow Management Software worth its salt needs to integrate with different CRMs, like Salesforce and Exponea. Zebra integrates with both systems.
- Clients: Multimoto, Vera Badley, Forza, Havan, and Carol Pharmacies.
- Available since: 2020.
9. Whyline
Cloud-based provider Whyline is a newcomer to all things virtual queuing, specializing in mobile queuing. They’re industry agnostic, with clients across healthcare, government, telecommunications, and retail.
Overview
- Functionality: Whyline offers a few key features, such as self-management, whereby customers can join a queue independently in-store.
- Sector generalized: Because Whyline doesn’t focus on any particular industry or sector, it can address use cases across multiple sectors.
- Clients: Ficohsa, LAX, Salta Tuciudad, Clínica Einstein, Macro and Irving, Texas.
- Available since: 2015.
10. Lavi Industries
Established in 1979 in Los Angeles and originally a manufacturer of railing systems, Lavi Industries has made quite the industry segue. In 2008, they launched their first Virtual Queuing Software, Qtrac.
Overview
On-premise configuration: Toggle one-by-one with your stores’ Queue Management Platform settings for optimal performance.
- Solution suite: Lavi Industries solutions include: Appointment Booking, Virtual Queuing, and Data Analytics Software.
- Responsive team: Lavi Industries Customer Support team is typically easy to reach during working hours.
- Clients: U.S. Air Force, Scotiabank, and U.S. Cellular.
- Available since: 2012.
11. Skiplino
Founded in 2015, Skiplino is another start-up, cloud-based customer Queue Management System with a variety of tools to help customers to virtually wait in line.
Overview
- Data Monitoring: Skiplino uses a Data Monitoring Software that collects real-time data about customer wait times. While they don’t have a centralized platform to control data across your stores, you can view your information individually, store-by-store.
- Clients: DHL, Delta Airlines, and Careem.
- Available since: 2015.
12. Wavetec
Established in 1986, Dubai-based hardware provider Wavetec predominantly offers Digital Wait Line solutions in the Middle Eastern market.
Overview
- Messaging integration: Wavetec has slowly built a variety of queue management options. Notably they’ve integrated with WhatsApp to allow customers to join a virtual queue from their mobile phone. They also manufacture self-service ticket dispensing kiosks.
- Business intelligence: Wavetec’s Digital Waitline System comes integrated with Business Intelligence tools to help retailers capture data on customer activities in-store and online.
- Clients: Banorte, Asiacell, Consum, Zapopan, and Delta Airlines.
- Available since: 2002.
Should you build your own queue management system to better manage customer flow?
Unsure whether to build or buy in-store virtual queue management software? The DIY approach is nearly always more hassle than it’s worth. You’re guaranteed to spend more money over a longer period to build a basic Virtual Queue System. Sometimes it’s best to leave it to the experts.
Frequently asked questions about virtual queue management systems
The customer waiting experience shapes how customers feel about a brand long after they leave the store. Traditional physical lines create frustration, signal poor organization, and drive walk-outs. A fully virtual queue reframes the waiting process as part of the visit rather than an obstacle to it.
Retailers using virtual queue management consistently report improvements in customer feedback scores. When customers spend their wait time browsing rather than standing in line, their overall perception of the visit and customer satisfaction improve. Many platforms capture customer feedback directly after each interaction, giving store teams actionable data to improve service quality over time.
Most platforms notify customers through SMS, email, or app-based alerts, updating them on queue position and estimated wait times. Effective communication tools reduce no-shows, minimize customer anxiety during the wait, and keep the experience feeling managed and intentional.
Appointment scheduling distributes customer traffic more evenly across the day, which directly reduces peak-period congestion and shortens the customer waiting experience for everyone in the store. When walk-in demand and pre-booked appointments feed into a single queue view (what’s known as a hybrid queue), store teams can anticipate busy periods, allocate staff accordingly, and avoid the bottlenecks that traditional physical lines create during high-traffic hours.
For enterprise retailers managing multiple locations, digital signage solutions need to integrate cleanly with the broader queue management platform and support centralized control from the head office. The best implementations allow HQ teams to manage screen content and queue display settings across all stores from one place, while still giving individual locations the flexibility to reflect local demand.