Queue Management System
Create more informed waiting experiences to retain walk-ins, boost loyalty, and increase customer spend with our best-in-class Queue Management solution for the enterprise.
What is Retail Choreography and Why Does It Matter?
85% of customers walk out of stores if they have to wait in a line. In a recent webinar, we collected top customer insights on how modern customers want to engage with retailers in-store and online.
Watch it on demand to learn how Retail Choreography solutions, like Queue Management, can help you create personalized services and drive sales.
Watch the WebinarImprove customer engagement
Enhance the experience for walk-in customers by allowing them to join a virtual queue for service. Customers can easily join the digital waitlist from a variety of channels, including your host, a self-service tablet kiosk, a smartphone, QR code, or SMS code.
Preserve foot traffic
Retain walk-in customers by managing their expectations with a digital queuing system that enables customers to receive updates while they wait in your virtual lobby or virtual reception. Your customers will have a more relaxed waiting experience since they can easily see their updated wait times and queue position through:
- Your host or greeter
- SMS messages
- A smartphone webpage
- TV displays
- Printed tickets
Know your customers
Use our Queue Management solution to increase conversion, customer spend, and ongoing loyalty by knowing your walk-in customers and offering a more personalized service with:
- Tailored customer questions
- Visual customer descriptions
- Customer loyalty profile records and CRM integration
- Outcome reporting
- Easy follow-up bookings and post-visit messages
Manage activities
Reduce store associate idle time to offer a better customer experience. You can manage the entire shop floor from a single device, and access the virtual queue from any computer, tablet, or smartphone.
View real-time overview dashboards as well as personalized interfaces for individual associates. Stay up to date in managing your queues with:
- Outlook calendar integration
- Push notifications and alerts for key events
- SMS alerts when KPIs are exceeded
- Management of pre-scheduled appointments alongside walk-ins
Unparalleled insights
Harness a vast array of insights to continually improve your foot traffic, sales, resourcing strategies, supply chain management, and marketing initiatives.
Dashboards and reports help you better understand your Queue Management operations with data such as:
- Who your customers are and why they visit
- Which customers are loyal to your brand
- How your store resources compare against customer demand
- How long your customers wait to be served
- Staff performance and productivity insights
Quick time to value with an out-of-the-box solution
Our enterprise-grade, cloud-based application is flexible and customizable, making it simple to deploy and use. Our Virtual Queuing App easily integrates with your existing CRM, WFM, video conferencing systems, and more.
The application supports multiple languages, multiple-time zones, and is ISO27001 and GDPR compliant.
Use cases for Queue Management
Queue Management can be used to manage the waiting experience across a variety of use cases, including:
- Waits for in-person services
- Greeting and recognizing every customer entering your store within your CRM to assign them to the right team member
- Access to a venue, facility or event
- Queues for information, returns, or check-out
- Virtual services by phone or video
- Click and collect order pickup
- Call a colleague from an empty aisle or information desk
- Check service availability from outside the store or bank branch
- And more
Read how Virgin Media O2 reduces walkout rates and wait times with Verint Queue Management or get in touch for a demo on how we can help your unique challenges.