The Wait Is Over — The Revolution of Queue Management
March 13, 2021 josephlee

[A mockup of a sign with a QR code for a queue management system, alongside the caption “Manage queue effectively & efficiently]

The checkout line has been associated with frustration, impatience, and sighing for as long as retail has existed. In fact, long queues are the leading pain point of shopping in-store, with 60% of shoppers expressing frustration when confronted by the serpentine line. In addition, a whopping 57% of individuals find prolonged hold times to be an unacceptable aspect of their shopping experience.

Recently, businesses have looked to technological solutions to not only address customer woes, but revolutionise them to their advantage. In line with this, the queue management system market has grown massively, now estimated to be worth USD$738 million by 2030, as companies realise that waiting lines can actually become pivotal arenas for customer engagement and retention. 

Here, we’ll explore how businesses can leverage on queue management systems to take their checkout lines from a bore to a boon.

Shifting The Customer Service Narrative

Primarily, queue management systems make life easier for customers. Instead of standing in line, getting a ticket — virtual or otherwise — that holds your place ensures less standing around and sets an expectation for when you are attended to. Taking WEB123’s OneWayQueue system as an example, other features like QR code scanning, online menus, and reservation systems allow businesses to really focus on customer-centric service. 

Digitising the queue streamlines the entire process, making it more efficient and personalised. Through the time this saves, customers can be provided prompt and attentive service, leading to a heightened level of satisfaction.

The Ultimate Queue Customisation

Nowadays, modern queue systems can actually be customised to suit the unique needs of a variety of diverse B2B environments. For instance, in a hospital, the system can be set up to give priority to patients based on the severity of their condition, but in a bank, customers could be offered different service windows for different banking needs. 

Meanwhile, for a corporate office where time is vital and meetings are the conduits of decision-making, queue systems can be tailored to prioritise appointment scheduling and seamless visitor management. In this sense, businesses can not only streamline operations but also foster an environment where efficiency and adaptability can coexist.

Turning Wait Times into Revenue Streams

Queues have the opportunity to shift away from simply a passive waiting area — for customer interaction and potential sales. As a matter of fact, if you’ve ever noticed the tantalising treats at the supermarket checkout line, you’ve fallen for this exact trick in the past! Businesses can look forward to incorporating upselling in the future with newer queue systems by suggesting complementary products or services.

Cross-selling opportunities could also arise at that point, which would theoretically provide the perfect moment for businesses to showcase related offerings that align with customer needs. This would then create a win-win situation where customers benefit from a personalised experience, and businesses capitalise on increased sales and brand loyalty.

In conclusion, the move to digital or online queue management systems can make everything run more smoothly and efficiently. When businesses use the latest technologies for this purpose, it not only helps them serve their customers better, but also allows for new and creative ways to improve their services. This digital approach can be a game-changer for companies, leading to remarkable growth and a better overall experience for customers.