University students attend higher education institutions with the hopes of expanding their minds and preparing for their future. Unfortunately, all too often they got lost in a system that doesn't cater to individual student experience. Instead of feeling that the administration exists for the students, attendees quickly realize that they must conform to the needs of administrators in order to be successful. Scheduling appointments, registering for classes, even asking advisors for help all become nightmarish experiences filled with long lines, tired and impatient staff, and inadequate information.
Oftentimes, students will enter university fresh-faced, excited, and ready for success. Over time, however, ineffective university resources begin to take their toll. When simple tasks like registering for classes or dealing with financial aid eat up so much of their time, their desire to continue with their education slowly decreases. Students struggle to gain support from on-campus systems, which explains why consistently negative experiences with campus resources are one of the main sources of attrition; unfortunately, universities struggle to increase student satisfaction with limited resources. While student experience often ranks as a top priority for administrators, improving on-campus systems seems like an insurmountable task. A large student population means long lines--there doesn't seem to be a way around the problem. Fortunately, online appointment booking tools and an effective scheduling application both provide a modern solution to a large problem in higher education.
By using an electronic scheduling application like the one from QLess, academic institutions solve the problem of impatient students before it starts. Instead of expecting students to show up, wait in a line, and hope for the best, scheduling applications allow students to book an appointment ahead of time, eliminating the need for physical queues. In an age of ever-evolving technology, an electronic solution like a scheduling application can simultaneously push academic institutions into the modern age and improve the student experience.
Perhaps the most instantaneous result of an effective scheduling application is the elimination of physical lines, without an electronic tool, students often run into long lines at every on-campus location. While long queues are frustrating at any juncture, they're particularly irritating during key points in the year. When students struggle to register for class, change programs, or ask advice about their courses due to long lines, attrition begins to develop. Instead of forcing long queues that lead to general frustration and discontent, a scheduling application assigns students a specific time with which they can complete their necessary necessary business. When each student knows the time and date they can sign up for new courses, registering for classes becomes a breeze. Even signing up to see an advisor becomes a stress-free task--each person is assigned an appointment time, eliminating the pressure on both the student and the administrator. By bypassing lines and allowing individuals to address their issues at a specified time, students no longer waste their time waiting for help. They gain more time to study, hang out with friends, or even just relax, all of which will contribute to higher student satisfaction.
While a scheduling application gives students more free time, it also tailors the university experience to a new generation. Current and incoming university students have grown up with technology. They're well-versed in mobile applications, and they actually prefer to handle most of their business electronically. Academic institutions, like any business, attract the most customers when they know their audience and tailor their services accordingly, for a mobile generation, mobile scheduling applications should be the norm.
The QLess scheduling application not only provides a mobile platform for students to access information from anywhere, it also sends text alerts to inform students of their appointment times. By creating a smartphone-friendly design, this scheduling application speaks to a main tenet of a new generation--consistent and reliable mobile communication. It ensures that students have simplified access to important academic information, and it lessens the possibility that they'll forget their appointment time and fail to show up.
While human error always stands as a distinct possibility, electronic scheduling applications allow students to feel comfortable an at-ease in their academic environments. By using technology they are already experts in, academic institutions create easy communication and connections between administrators and students. Students who feel comfortable in their academic environment are more likely to complete their university education, rather than cave to the pressures of campus life.
When students are constantly filtered into long lines and told to wait their turn, the personal element of higher education disappears. Students want to feel like their individual needs have significance, especially in an institution with the social weight of a college or university, many students accrue heavy debt in order to gain their degree. For instance, the desire to feel like their individual experience matters isn't misplaced. Difficulty gaining access to basic information and meeting essential needs for the future of their education is understandably frustrating.
Although electronic scheduling applications simply increase the organization and staff productivity on college campuses, they also allow each student to feel like they're receiving personalized attention. A specific appointment time communicates that each individual is important enough to receive focused attention, in which only their specific questions and needs matter. Simple as it may sound, a scheduling application can make all the difference in creating what feels like an individualized learning environment, despite the fact that each student receives the same time and attention to discuss their needs.
If students have a problem with campus systems, they want to make their opinions known; unfortunately, when it's difficult to even get a meeting in the first place, students don't feel that their concerns are being heard. Even if every individual problem can't be addressed immediately, allowing students to provide feedback on their experience can greatly improve student satisfaction with on-campus life. University processes may not change immediately, but allowing students to feel heard and appreciated subtly communicates that their opinion matters.
A scheduling application allows students the opportunity to address their concerns, without eating up the essential time of administrators. Instead of sitting in an office and listing off every complaint, students can fill out electronic surveys, effectively and quickly communicating the elements of the campus system that don't work for them. Feedback provides a two-fold opportunity for growth within the university. First, administrators hear student concerns quickly and easily, allowing them to adjust future processes to fix the most common problems. Second, students get their frustrations off their chest, lessening their irritation and providing hope that things will change in the future. A scheduling application allows universities to listen and react to the needs of their students, without decreasing the productivity of their staff. Students have a hand in the improvement of their education, and it doesn't come at a cost to either students or administrators.
Academic institutions are designed to push students towards graduation; unfortunately, the decision to leave university altogether is a common one. While each individual leaves their academic institution for their own reasons, dissatisfaction with campus resources often appears as one of the major sources behind drop-outs. Although it sounds like a no-brainer, it's worth stating that students who are satisfied with their college experience are far more likely to stay in school and eventually graduate.
An effective scheduling application increases student satisfaction with on-campus services. Students express their concerns, gain personalized attention, and generally improve their ability to function within a university setting. With a scheduling application, graduation seems like an achievable goal, rather than a faraway possibility. When students believe that they can graduate, they're much more likely to work towards that goal. Instead of feeling overwhelmed by the work in front of them, students see a clear path towards reaching their degree. Sometimes a little hope and a plan is all it takes. Happy students who believe they can graduate are more likely to graduate. A scheduling application brings that goal to the forefront of their minds, encouraging students to stay in school and earn their degrees.
Using a QLess scheduling application can change the life of university students everywhere. By eliminating physical lines and cutting down waiting times, scheduling applications allow students to feel like they're experiencing the personalized education they deserve; in addition, the mobile platform results in easy use for a tech-savvy generation and an opportunity for instantaneous feedback on campus services. Happy students are much more likely to stay in school, and to spread positivity about their academic institution, both online and in their personal life. If you want to increase your graduation rates, you need to learn more about QLess systems today. If you think our system might be the right fit for you, contact us now. We'll answer all your questions about QLess solutions. For more on improving campus operations and retention rates, read about how we've created college campuses without lines.
A well-developed workflow management system simplifies business processes at colleges and universities tremendously. As a business, these institutions provide education and degrees to their customers, also known as their students. Although colleges and universities stand as one of the most essential business organizations in young adult life, technological systems on-campus are often not on par with the fast-paced, technology-driven environment of the day. As incoming students reflect more expertise in current technology, so should their places of education. A workflow management system can change life at your university, both for your students and for your administrators.
In a school environment, multiple departments and individuals work together to contribute to the larger education machine. While some units identify prospective students, review applications, and send out offers of admissions, other divisions focus on registering current students for classes, organizing appointments with advisors, and assisting students with on-campus problems. Each of these individual systems work together to contribute to the overall goal of the organization--educating students and pushing them towards graduation, hence the need for workflow management.
A workflow management system simplifies all these processes. It's a software that automates some elements of your workflow management, taking the pressure off of your staff members and increasing the happiness of your students. By creating a streamlined network for all your most essential campus processes, a workflow management system allows each student to feel valued and supported, and each staff member to increase their productivity and efficiency.
A workflow management system creates an at-ease campus environment; not only that, it also brings your institution into the future. Easy-to-navigate education processes attract students, allowing your campus to continue running like the well-oiled machine that it is. Keeping your campus in the dark ages of technology not only hurts your students, it hurts your entire business. A high-tech workflow management system is a necessity your school can no longer do without.
Whether fair or unfair, students expect a lot of of their colleges and universities. An individualized learning experience is the standard, but most students would settle for consistent help from their on-campus systems. Unfortunately, high enrollment rates, a limited amount of resources, an overworked staff, and a surplus of tasks to complete often leave students feeling confused and overlooked. The more difficulty students experience navigating their education process, the more impatient they become. If enough time passes, the decision to leave school altogether becomes an easy one.
They're not getting the help they need to prepare for their future, why would they stay?
Consistently negative experiences with student services are one of the primary sources of attrition among college students. When students don't get the help or services they need, they drop out of classes, refrain from attending courses, or even leave the school altogether. As an organization that seeks to prepare young adults for their future, the current attrition rates are unacceptable.
Thankfully, a workflow management system presents a wonderful solution. By simplifying student access to on-campus services, a workflow management system decreases frustration and confusion among the student body. With a system like the one from QLess, you can decrease attrition rates by as much as 50%. A workflow management system improves student satisfaction and increases retention rates by allowing each student to feel like their needs are being met.
While a workflow management system improves the lives of your students, it also leads to increased productivity of your staff. A higher education environment already deals with a lack of resources, but a larger problem presents itself in an ineffective use of the resources that do exist. Oftentimes, staff stretch themselves far too thin trying to meet the needs of all students, despite the lack of time or effective organization systems to do so. Advisors overbook themselves attempting to sort out class schedules, and the Registrar and Admissions offices are overrun with impatient students. While it's undeniably unfair to the students, it's equally as frustrating for the staff.
Workflow management systems streamline campus processes and effectively allocate your staff resources. By eliminating the need for physical lines and relying on technology-based systems for organization, workflow management systems allow your administrators to gain a clear view of the tasks they need to be completed. Instead of surprise assignments and a frustrating amount of work for staff members, each administrator focuses on their assigned tasks, increasing their overall productivity. Not only does it result in increased happiness for your employees, it also ensures that all your resources are used effectively, lowering operational costs and saving money in the long run.
In our technologically advanced world, physical lines and in-person wait times just aren't practical anymore. Many of the problems that develop in university settings stem from a general lack of organization. Without a workflow management system, students are forced to go to an office, wait in line, and generally waste their time in an attempt to progress in their college experience. At the same time, administrators have little control over the time and attention needed to help each individual student. With a finite amount of resources and an infinite amount of potential questions, administrators are unable to prioritize and organize accordingly. With that lack of organization, both staff and students waste their time, and neither leaves feeling happy.
A workflow management system sorts through the chaos in your offices and eliminates the inconveniences of poor organization. Instead of arriving at an unspecified time in a physical office, students are assigned an appointment time with which they can ask all their questions. Interactive virtual queuing simplifies the process if your student does need unexpected help, and mobile reminders ensure that each student arrives at their specified appointment time. Most importantly, all these processes are completed inside the system, without assistance from your staff, allowing them to save their abilities to actually help students and bypass the errors that often accompany in-person scheduling.
An effective workflow management system changes your on-campus life immediately. Improved allocation of resources, clear processes for students, and increased organization all lead to instantaneous changes in your business systems. However, workflow management systems also provide information on what needs to change in the future. As a completely automated process, workflow management systems collect valuable information on your student and staff patterns. Student wait times, staff efficiency, student needs--all these and more can be found within your workflow management system.
With QLess systems specifically, we provide a real-time dashboard that consolidates data from multiple offices. At a glance, you have a general idea of what's happening in all areas of your campus. In addition, surveys within the system provide even more information about student satisfaction and necessary changes. Improving your business is a constantly evolving process, workflow management systems provide valuable insights to ensure that you can provide the best resources to your students for years to come.
We don't need to tell you that colleges and universities need students to stay afloat. Enrollment and retention present a major challenge for higher education institutions. That explains why many student administrators list student retention and student experience as their top priorities. While students may drop out when dissatisfied with their education, the ripple effect extends much farther than a single loss. Unhappy students spread information online and within their communities about the ineffectiveness of the school, giving other individuals the message that your institution isn't worth attending. While an individual drop-out can already present a hefty loss, consistent dropouts can negatively affect your application and enrollment rates over time.
An effective workflow management system leads to increased student happiness and higher retention rates over time, but it also allows your students to talk positively about your institution. Not only are you saving money on attrition, you're also building a strong reputation that will draw more students to your school over time. Reputation matters, both for the present and for the future. Workflow management systems support your ability to meet your student's needs, building a strong reputation as an institution that cares. With a reputation like that, who wouldn't want to apply?
Workflow management systems are a necessity in the modern age. It increases the happiness of your students and staff, leading to higher productivity and increased retention rates. In addition, it organizes your office with little effort from your staff and provides valuable insights into how you can improve your processes in the future. If you're ready to build a strong reputation, meet your students' needs, and save money for your business, you need to take the QLess approach. Learn more about how our electronic queuing system can enhance your education systems today. Please contact us for more information about our system.
Waiting rooms have been an essential aspect of hospitals, doctor's offices, and other healthcare facilities. But it doesn’t take much thought to realize the idea is counterintuitive. Crowding individuals with ailments in congested areas while they wait for assistance is not ideal. This was only further emphasized as a person-to-person airborne pandemic struck the world. Patient queue management software can be the solution to remedy this.This experience caused many healthcare professionals to have to re-evaluate their waiting procedures. There were concerns about pandemic transmission in waiting rooms and the overall healthcare experience. Amid virus anxiety, would patients sit with others even with a mask on?For a while, there were no true means of eliminating the waiting room. But in recent years, to address these concerns, many healthcare providers have been implementing patient queue software like QLess. This software aims to help reduce patients’ anxiety and create a waiting room experience that meets customers' expectations. The healthcare industry is crowded, and consumers abandon providers that can't meet their needs. According to Medical Economics, 69% of patients would switch providers for better services. Patient queue management software is an impactful solution that can de-congest waiting rooms and provide a safer, more patient-friendly experience. In a time where consumers easily switch businesses, the patient experience is vital. Below, we will break down what patient queue management is, how a virtual queue management system creates safer spaces, and why this is so important for patients and healthcare organizations.
Before we go any further, it is important to fully understand what patient queue management software is. The idea is relatively straightforward, and it has changed the healthcare sector. Why not have a virtual waiting room to manage customer flow instead of a physical one? Patients can access this virtual waiting room from their phones, computers, or on-site kiosks.With key features that enable customers to track the actual wait times for appointments, monitor the progress of the line they’re in, and communicate with staff, patients have a drastically changed experience when using healthcare services. Some organizations still hesitate to embrace and implement digital technology into the patient experience. But data indicates that customers already rely on digital technology and expect organizations to accommodate that reliance. According to a poll from Healthfully, 80% of consumers want the ability to use technology to manage their healthcare experience. Furthermore, the average consumer uses tech constantly throughout their daily lives. The average U.S. adult spends more than seven hours a day on screens, according to Exploding Topics. Healthcare organizations should prioritize implementing helpful tech solutions like patient queue management to avoid customer alienation. Patient queue management software has substantial benefits that enterprises should not overlook. With features that allow customers to enter virtual queues from their phones, patients can remotely wait in the virtual waiting room and monitor their queue times. Implementing virtual queues doesn't mean healthcare organizations need to eliminate waiting rooms. It simply gives patients the ability to choose.
The million-dollar question that healthcare organizations might have is whether or not waiting rooms are such a bad thing. Waiting rooms were the only option for healthcare services before technology advanced enough to make them less necessary. So how bad could it be? By implementing software to eliminate waiting rooms, might healthcare organizations solve a problem that doesn’t exist? The answer to this question is a firm no. Waiting rooms pose a genuine risk to older patients' well-being. A 2012 study of elderly residents of long-term care facilities published in the Canadian Medical Association Journal showed that a visit to an emergency department is associated with more than a threefold increased risk of acute infection. While this vindicates the need for patient queue software, it is also common sense. Requiring sick and injured people to share a room for extended periods increases patient risk. The pandemic highlighted that the prior waiting room model is untenable during an airborne virus outbreak among those visiting emergency rooms and doctors' offices. Healthcare providers adapted by spacing chairs, having customers wait outside, and mandating masks. While they may have curbed the virus from spreading, they reduced operational efficiency and didn't enhance patient satisfaction. It is not insignificant that waiting rooms also have extremely long patient wait times. The longer customers are cramped in a waiting area, even if socially distanced, the more at-risk they are. Similarly, the more unhappy they will be. This is why it is incredibly important for enterprises to be very conscious of the state of their waiting rooms.
We’ve established that waiting rooms might inadvertently put customers at risk, but what do your patients think of them? Customer satisfaction is vital in healthcare, as it's still a business, and unhappy customers can easily switch providers. The waiting room is a defining step in the patient's journey before receiving service. So it is worth asking if increasing patient satisfaction in the waiting room experience is necessary or if customers are okay with the current status quo. Data shows that consumers distrust crowded waiting rooms and dislike the experience they provide. A QLess survey of 250 U.S. adults showed that 59.4% of consumers associate congested waiting areas with unsafe conditions. If customers feel unsafe in the waiting room, chances are they will not enjoy their overall experience. A contributing factor in this situation is that the average waiting room is just not a pleasant place to be. Typical healthcare waiting rooms present sterile environments with white walls, fluorescent lighting, outdated magazines, and a T.V. This is hardly a positive environment, and according to Fierce Healthcare, unpleasant waiting rooms are a bigger issue for customers than long wait times. Rather than investing in more comfortable chairs or a higher-definition television, enterprises should focus on the real problem. Customers just don’t like waiting rooms either way. Patients prefer waiting from home or nearby cafes to congested waiting areas. Giving the consumer the option to skip the waiting room altogether is the best solution to a longstanding problem.
The healthcare industry is about more than just improving patients’ well-being, although that is the primary objective. The modern consumer isn’t satisfied with just receiving excellent quality of care. The experience for patients along the way is not nearly as important. Healthcare organizations that want to survive in this new age of experience-centric care will do well to improve their waiting room. According to Forbes, 60% of Americans have had a negative healthcare experience in the past year, and 52% of those people will tell others about their negative experiences. Curating a positive waiting experience without risk and discomfort is important in building a patient-friendly healthcare organization. This will help create loyal customers and position healthcare companies to succeed.
It is clear that there is a need for change in the waiting room experience. Customers don’t feel safe, and there is an established correlation between emergency waiting room visits and further infections. The problem has only gotten worse in recent years. A 2022 study by Yale showed that emergency room crowds had reached crisis levels and posed significant patient safety risks. The same is true across Canada. The crowding is due to an overstressed system, not necessarily management failure. De-congesting the waiting room is incredibly important for both safety and satisfaction. Let’s explore how patient queue management software can lead to less crowded waiting rooms while providing efficient patient flow.
The primary feature that QLess offers that is designed to help de-crowd the waiting room is its remote check-in software. In a typical waiting room without a patient queue management solution, individuals have to check-in in person. They arrive at the front desk, inform staff they’ve arrived, fill in a form, and take a seat, waiting to hear their name called. This requires physical presence throughout the waiting process. Remote check-in software lets customers wait for their appointment without physically arriving until it begins. How this works is that customers will receive a link when they register for an appointment. They can access this link via mobile devices, computers, or an on-site kiosk. When their appointment is scheduled, they can tap the link and check in. Once they’ve checked into their appointment, the patient is automatically placed in a virtual queue. The queue displays the number of customers ahead and the projected wait time based on data tracking and machine learning, accounting for the line's size and wait times at different parts of the day. Customers can be queued based on appointment type or healthcare professional they're meeting. They can track their progress through an app or website and know when to be there. This means lines can move smoothly without customers needing to be in the waiting room until the end. This also lines up with what customers prefer. In a QLess survey of 250 consumers, 57.2% of respondents indicated they are likelier to patronize a business if they have early insights into wait times. QLess virtual queuing system's remote check-in feature eliminates the need for customers to enter waiting rooms until their appointment begins. They can choose whether they are comfortable in that environment and wait on their own terms.
Long wait times in healthcare have been a persistent issue and seem unavoidable due to the nature of the industry. Demand often exceeds the ability of facilities to provide efficient service due to the need for proper care and attention for each patient. This is why patients wait an average of over 18 minutes at physicians’ offices, according to PartnerMD, and 145 minutes at the average emergency room, according to Autoinsurance.org. Patient queue management software can’t entirely solve the issue of long waits that are endemic to the healthcare industry. However, it can provide organizations with a tool to increase staff productivity, manage customer flow, and improve overall efficiency, positively impacting wait times.
There are two key ways this software helps with this. Firstly, the patient queue management system completely automates the queue process, so enterprises don’t need to oversee it themselves. The software has configurable policies, like no walk-ins or a maximum 5-minute late policy for appointments. Then, the lineup can be completely automated, with the artificial intelligence-based system drastically more efficient and organized than a standard physical queue. QLess’s patient queue management software also has smart calendar features that give staff a better sense of their day. The entire appointment calendar is displayed for them, showing the customer, appointment type, and more. The calendar is color-coded and organized and can be segmented, so employees have a heightened understanding of their daily workflow, increasing overall efficiency. By reducing wait times, healthcare organizations can reduce the time people need to spend waiting for appointments. The remote check-in features allow customers to wait from wherever they please, but inevitably there will still be some customers that prefer to wait for appointments in waiting rooms. With automated queue management and smart calendar features, the QLess patient queue management system ensures waiting times are trimmed, resulting in less crowded waiting areas.
Communication in the healthcare process is incredibly important. Customers strongly desire communication from end-to-end in the healthcare process, and having better communication can lead to safer waiting rooms. With better communication, enterprises can create safer waiting rooms in several ways. Having customers that indicate they might be contagious wait remotely will reduce infection risk, and enabling customers to message staff if they are running slightly behind but still keep their appointment will lead to fewer delays. While this type of communication could lead to a safer, less crowded waiting area, many enterprises are ill-equipped to offer this level of communication. Customers expect communication, particularly through digital methods. According to Forbes, 80% of consumers surveyed said they prefer to use digital communications with their healthcare providers, and 43% said they want to engage digitally with their healthcare providers before, after, and during their visits. But many enterprises lack the digital infrastructure to provide this level of communication that customers are hoping for, even if it can make customers happier and lead to safer waiting rooms. The QLess patient queue management system empowers healthcare organizations with bi-directional communication features that improve the connection between customers and staff. With the QLess features, organizations can drive a more communicative approach to healthcare. They can individually message customers and receive responses, schedule messages to entire groups of customers, and create automated messages triggered at different parts of the patient journey. Better communication means less confusion, as late customers or no-shows often trigger chain reactions that lead to extended delays. With better communication, there are fewer bottlenecks, which means lines move faster and waiting rooms are less crowded. This also improves the patient experience, as enterprises can answer patients' questions digitally during busy times when they might not have the time to respond face-to-face.
One of the most significant ways healthcare organizations have pivoted away from the standard waiting room model is by leaning into virtual healthcare. The pandemic made face-to-face appointments a near-impossibility at many practices, and to combat this, many organizations pivoted to virtual healthcare options like telehealth. Providing medical care virtually remains important even after the peak days of the pandemic. According to McKinsey, virtual healthcare remains hugely impactful, with 46% of consumers using telehealth now compared to 11% in 2019.Telehealth leads to less congested, safer waiting rooms for obvious reasons. With the option to schedule remote healthcare appointments, customers don’t need to visit healthcare offices at all. If customers have a mild but contagious illness, healthcare organizations can schedule virtual appointments to ensure they don’t spread their illness. Ultimately, the fewer in-person visits, the less crowded waiting rooms will be. But many organizations might buckle under the weight of managing an entire virtual calendar without the proper digital solution.
QLess has virtual service features that enable healthcare organizations to provide a positive patient experience remotely. QLess is integrated with Zoom and Microsoft Teams, two popular video meeting platforms, and enables organizations to put customers in mixed queues that accommodate in-person and remote patients. How this works for remote patients is they would schedule an appointment online and select a virtual appointment. They will then receive a QLess link and be placed into a virtual queue when they check in for their appointment. They will then be able to monitor their wait time, see who is in front of them, and receive a Zoom or Teams link when their appointment is ready to begin. Virtual appointments are a crucial part of the post-pandemic world. The QLess patient queue management platform enables enterprises to integrate remote patients into their virtual queues and digital calendar, creating a smooth appointment process and easier virtual appointment management.
The waiting room is a longstanding problem in the healthcare industry that most organizations have neglected to address. The concept of making ill or injured patients wait for long periods in a congested room is one that doesn’t hold up to scrutiny, although there haven’t been other options for organizations until recently. Now that QLess for healthcare and other patient queue management systems exist, the need for waiting rooms has been drastically reduced. These digital solutions enable enterprises to create a virtual queue where customers don’t have to be physically present to wait in line or in the waiting room. The customer can check in, monitor their status in line, and communicate updates with staff, all from their phones or computers. This means they can wait outside the office, from their home, at a nearby park, or wherever else they’d prefer. Customers can still wait in waiting rooms if they want to, but QLess allows them to wait remotely, helping to drastically reduce congestion in healthcare offices. Reducing risk in the waiting experience should be an important objective for all healthcare organizations, and it resonates with customers. Consumers strongly dislike the typical waiting room process that has been the norm in healthcare for ages. With QLess’s queue software, healthcare businesses can meet the needs of the experience-oriented patient while creating a safer, more positive waiting process.
All around the country, states are starting to re-open businesses and government offices. Some areas are also starting to see a rise in the number of daily reported cases of COVID-19, so as we reopen, it is important to continue to promote social distancing efforts and maintain a high standard of cleanliness. If DMVs were to simply return to business as it was before the pandemic with overcrowded waiting rooms, we could see a negative health impact stemming from that atmosphere. Implementing a DMV appointment and queue management system is an excellent way to keep business flowing while limiting customer-to-customer contact.
QLess is an app that works with your customers' cell phones. Your customers can join a virtual queue or schedule an appointment using your company's website, the app on their cell phone, or an onsite kiosk; for example, customers who want to schedule a driver's license exam can easily do so directly on their phone. They then receive confirmations and reminder notifications from the DMV appointment system about their upcoming exam, reducing the amount of no-shows for driver's tests.
Other routine DMV customers can check-in online with the app before they even step foot inside the DMV building. Forget about the old take-a-number system! With the DMV appointment system by QLess, customers get timely service alerts on their cell phones, which allows them to wait anywhere but a crowded DMV waiting room. They can spend more time at home before heading towards the DMV, wait in their vehicle, or run other errands at local businesses. That means customers aren't stuck together, potentially spreading germs in a small room. Safe social distancing can be observed and employees can have proper time to disinfect surfaces in between serving customers. When it's the customer's turn, they receive a notification on their phone directing them to the proper service desk window.
In the wake of the pandemic, using QLess' DMV appointment system just makes sense to promote a healthier environment for customers and staff. A huge added benefit of a DMV online check-in app is the increase in customer satisfaction. DMVs are notorious for producing agitated customers and staff, but using this modern technology creates a calmer environment that will lead to better online reviews. The QLess app also lets you send out customer satisfaction surveys so you can get an accurate measure of how effectively the system is working for your business.
The QLess system will also track important data and metrics about your customers and employees, allowing you to assess staff productivity and learn about your customers' habits. QLess has had major success in DMVs, whose customers love the new system. Contact us today to learn more about the features and benefits of QLess for DMVs. We'll also set up a free demo to show you how QLess creates a safer, healthier environment for your customers and staff in a post-COVID world.
A queue manager system is perfect for dispersing crowded waiting areas, cutting wait times, and raising customer satisfaction, but it can also offer personalized customer experience. Many industries, from hair salons, to retail shops, auto repair shops, financial institutions, higher education, motor vehicle offices, and more, can benefit from letting customers choose where they want to wait, allowing for diverse queue types and collecting data from each individual customer. Business processes can be improved and more effective promotions can be tailored to suit your customers.
A queue manager system lets customers join a virtual line using their cell phone, the company website, or an onsite kiosk. Once in line, they receive updates about their placement and wait time estimates. They become completely free to wait for service wherever they want to, without being chained to the building, a waiting room, or a stand-in queue. Customers personalize their own waiting experience; they can visit nearby businesses, grab some lunch, continue shopping in your store, listen to music in their car, or get a little fresh air.
Some industries, like hair salons and the DMV, can offer multiple queues that group their customers by what type of service transaction they are seeking. For example, a hair salon may have a queue for adults that need a regular size chair, and one for children that need booster seats. At the DMV, customers who are there to take a driver's license test will be processed separately from those who need routine services. The QLess queue manager system lets your customers state their needs upon check-in so you can quickly and efficiently meet their needs.
One of the main features and benefits of the QLess queue manager system is that it records valuable data about your customers. You'll be able to download reports and graphs that let you know about their transaction types and times, buying preferences, and other information that will give you insights into future purchases and your own business processes. Using the analytics, you'll be able to develop future promotions that offer the benefits your customers want.
In addition to recording customer preferences, the QLess queue manager system gives you the option to immediately send satisfaction surveys directly to the customer's cell phone. These surveys let you know about your customers' experiences and help you to personalize future services based on the results. You'll also be able to find weak areas in your business operations that need improvement.
Using a queue manager system leads to happier customers who have more control over their experience at your place of business. This helps retain more customers, adds to your new customer base, and helps your reputation grow with positive online customer reviews. It's a win-win situation for you, your customers, and your employees. Contact us today for a free business demo!
Many factors drive a customer to return to a business to buy products or services. It may be the quality of the product or service that is offered, the level of customer service they receive from employees, the convenience factor, great sales, or a clean and modern storefront. All of these influences are part of the customers' experience, better customer experience is one of the most important aspects of maintaining and growing a business' customer base and reputation. The following steps are a great start when learning how to improve customer experience.
First, we need to clarify that customer experience is not merely the same thing as customer service. Having great customer service is certainly a part of creating a better customer experience, but it is only one piece of the pie. For example, if you own a restaurant and your wait staff offers impeccable service, but your food doesn't taste great and your restaurant is unkempt and dingy, your customers won't have the best experience possible. Hiring a new chef and remodeling the restaurant would be the first steps in figuring out how to improve customer experience in this case.
Providing better customer service is still a good place to start when you are looking for ways of how to improve customer experience. The first step is to hire the right people and keep them on board, take the extra time needed when starting your hiring process. It may be easier to skip steps like background checks, checking references, and conducting multiple interviews for individual candidates, but these processes help ensure you will find quality workers and not have to hire, fire, and start over again. Once you find your top-quality employees, it's key to keep them stimulated with incentives and provide them with up-to-date tools and knowledge to do their job properly.
In this era, modern tools include software options for many businesses and industries; for example, professional associations, clubs, and membership societies need excellent Customer Relationship Management (CRM) software when seeking ways of how to improve customer experience. Businesses that run on schedules based around appointments, like dental offices, healthcare facilities, veterinarian clinics, and government offices, need software that can schedule appointments via their company website and customers' cell phones and integrate with receptionist input. Some of the latest technology options available also include queue management software. Queue management uses an app on customers' cell phones to let them join a virtual line while they wait for service. This disperses crowded lines and waiting rooms, letting employees focus on one customer at a time.
Utilizing up-to-date software is a good step in how to improve customer experience because both employees and customers benefit. Employees will find performing their job is easier and more efficient, while customers reap the benefits of modern technology. When a business uses the latest appointment scheduling software, customers get extra confirmations, text message updates about their appointment, and can even receive direct text communications from employees about delays in the schedule or other issues. Customers are kept directly in the loop, so there is no wasted time standing around in waiting rooms. Similarly, queue management software also sends text or voice messages directly to customers' cell phones, instead of standing in a long line, customers are free to continue shopping or utilize their wait time in any way they see fit. Customers are happier when businesses implement modern technology that makes their lives easier.
There's no doubt that great sales draw in customers by the droves, just look at any Black Friday, Memorial Day sale, or clearance sale that has had proper advertisement to promote it. When you employ the use of modern software, creating promos that your customers want is easier than ever. Improve your customer experience by learning how to take full advantage of all the features your company's software programs have to offer. Many of these modern technologies, like the QLess appointment scheduling app and queue management app, record and track valuable data from each customer. Business owners can look at metrics like customer habits, customer feedback, transaction types, and more that give them an advantage when planning out promotions and loyalty programs. Promo advertisements can also be sent directly to the customers' phones for increased marketing exposure that blows email and print advertisements out of the water.
Feedback is not only useful for how to improve promotions, but it lets business owners understand customers' real experiences. Modern software can also be used to collect customer satisfaction surveys. Yes, these have been done for years, but physical, mail-in, and email surveys don't have as high a return rate as ones that are conducted through apps and text messages. When considering customer responses, you don't want to ignore the negative feedback. Always take the time to right the situation and make the customer happy, this way, they will be more likely to leave a good review or update their previous negative review. Feedback from employees is also important since they are the ones who are performing daily business operations.
When you follow these steps for how to improve customer experience, you create a better business model for sustained growth. Customers who have an excellent experience will tell others by word of mouth, leave good online reviews that reach even further into the community, and they will return in the future for your goods or services. You can think of customer experience as a free opportunity to learn how to improve your advertising efforts; therefore, word is spread, new customers visit your business, and better experience converts new customers into repeat customers. Floundering around and repeating old methods that just aren't getting the job done can hurt your reputation. As they say, a reputation is like glass, and trying to recover from negative reviews and experiences will be difficult, to say the least. Start your business off on the right foot with great customer service, quality products and services, and modern technology that will give you an edge over the competition.
Learn more about the industries that QLess software serves and how to improve customer experience with our app by contacting us to request a free business demo of our appointment scheduling and queue management technology.
Queue management systems are new technologies that revolutionize the way customers wait in line and schedule appointments. For the last century, the "take-a-number" system has been the only upgrade to standing in a single file line; now, businesses can take advantage of technology that almost everyone has in their pocket -- a cell phone. Queue management systems allow customers to join virtual queues and schedule their appointments from the convenience of an app or a company's website wherever they happen to be.
Once the customer has joined the virtual queue or made their appointment using their cell phone or an onsite kiosk, they receive immediate updates about their wait time and place in line. It gives them the ultimate freedom to wait wherever they want to, instead of crowding into a bank lobby, they can wait outside, in their vehicle, or at local businesses. The app continues to send them voice or text message notifications and can even give them more time if needed, without kicking them to the back of the queue. When it's their turn, the app alerts them and gives them directions on where to go.
Employees using queue management systems have direct access to a real-time dashboard that lets them see what customers are waiting and what services they need. They have the option to send direct messages to each customer for a personalized approach, customers waiting for routine withdrawals and deposits can be handled accordingly, while those wanting to open a new account or apply for a loan can be placed in a separate queue while they wait for service. Queue management systems increase operational efficiency in banks by sorting customers, giving tellers more control over the service flow, and keeping customers' satisfaction levels high and agitation levels low.
Queue management systems have more features and benefits than just keeping customers and employees happy. Owners of financial institutions can also record various kinds of pertinent data about both customers and employees, which can be downloaded in easy to read graphs and reports. Some of this information includes customer transaction types, duration of service times, wait times, return ratios, service outcomes, and satisfaction surveys. Using this data, you can track how quickly and efficiently your employees are working compared to other branches, you can even use this information to create employee incentive programs and improve weak areas in operations.
You know that busy times hit your bank and can cause long lines and wait times, which often lead to agitated customers and flustered employees.
Create a better environment for service amongst both your customers and employees with the QLess queue management system. With an easy set-up process, you'll be up and running with a technology that gives you an edge over the competition in no time. Contact us today for a free business demo!
Healthcare clinics, family doctors, and hospitals are essential businesses that are needed to continue to treat people, especially those suffering from COVID-19. During this pandemic, they need to evolve in their methods of healthcare delivery to keep employees and healthy patients safe from contracting coronavirus, which spreads even without people showing symptoms. This pandemic will likely change the face of healthcare delivery and patient experience forever. Prepare your business now for safe social distancing and reduce patient waiting times with QLess healthcare queue management.
QLess healthcare queue management software facilitates appointment scheduling for businesses such as appointment-only family doctor's offices and queue management for walk-in clinics and hospitals. As an appointment scheduler, patients have the option to make their appointments via an app on their cell phone, the company's website, or using the traditional method over the phone with a representative. Whatever method they select, patients can choose from various appointment times and dates. The software helps fill gaps and can seamlessly integrate walk-ins with already scheduled appointments.
The QLess appointment scheduling app confirms appointments using text or voice messages sent directly to patients' cell phones. Patients can use their phones to check into their appointments and wait anywhere -- including outside of the healthcare facility. That means they can practice safe social distancing from their vehicle, outside areas, or wherever they prefer. When their appointment time draws near, the app alerts them. Healthcare employees then have the option to send direct messages to their cell phones giving them directions on when they should enter the building for service and where they should go for their appointment. With less face-to-face interaction with employees, appointments run more smoothly, scheduling follow-up appointments can be done remotely, and patient waiting times are greatly reduced. Sick patients are not grouped in waiting rooms with healthy ones, and patients and employees feel safer with higher levels of social distancing.
Improving Patient Waiting Times for Walk-In Clinics and Hospitals
Emergencies happen, and in those cases, there is no time to schedule an appointment, the QLess system also provides healthcare queue management for emergency services. Patients who need immediate help can join virtual lines for emergency rooms and walk-in clinics using an app on their cell phone, the company's website, or onsite kiosks. After they join the queue, alerts are sent to their cell phones giving them updates about their place in line and wait times. Patients are still free, and encouraged, to wait outside of the clinic, in their vehicles, or another area away from staff and other patients. Employees can easily manage patients using a real-time dashboard to review patients' needs, and they can send them direct messages. Unclogging the waiting room lets employees manage patients more quickly while slashing patient waiting times.
The benefits and features of the QLess system far outreach its use during the pandemic alone, the system lets healthcare businesses easily track customer satisfaction, transaction types and duration, and many more metrics that can help improve processes. Your patients and employees will likely love the new method of receiving and scheduling patients so much that they'll never want to go back to the old methods. The QLess system is easy and fast to implement. Request a free business demo today.
The Department of Motor Vehicles, or DMV, has earned a bad wrap on the customer experience front. Generally speaking, when customers picture getting a license renewal or vehicle registration at their local DMV, they are picturing long lineups, congested waiting rooms, impersonal experiences, and a hectic process to schedule appointments. This reputation doesn’t universally describe the DMV experience, but where there’s smoke, there’s fire, and there are improvements DMV offices could likely make to improve their customer satisfaction scores. DMV online scheduling solves these inefficiencies and improves the customer experience. One of the areas where DMV offices could certainly improve is by improving their online services and blending them with the physical DMV customer experience. Consumers today value technology integrated with their shopping experience. This philosophy extends through many different aspects of their shopping, from healthcare to retail.
By integrating technology with the DMV experience, offices can create a better customer journey. Many DMV offices have been using online scheduling for years now, but, a modern system with additional features designed specifically for government offices can make a broad impact. This is what QLess, a leading DMV online scheduling platform, provides. QLess brings various virtual features designed to improve everything from customer flow to appointment scheduling creating a more efficient, customer-friendly DMV office. Considering the DMV has invested millions into services designed to improve the customer experience due to a high volume of complaints, the need for a change is evident. With the QLess DMV online scheduling software, this government agency can transform its appointment processes and overhaul its reputation. Let’s explore how this software helps.
Customers are picky and expect a lot from the businesses, they give their time and resources. The modern consumer has so many options to pick from in most industries, although when it comes to the DMV, this is the only option consumers have. This doesn’t mean DMV offices should get complacent, particularly regarding appointment scheduling. Many DMVs use outdated appointment software that makes scheduling an appointment a nightmare. Customers can’t pick appointment times or choose from different appointment types. Systems crash, and there can be a lot of confusion about something that should be straightforward. Many DMV offices struggled to manage their appointment calendar and ensure a smooth appointment scheduling process for customers following the pandemic. Due to months of buildup, there was a large backlog, and the system was not equipped to fix this issue. This is what DMV online scheduling is designed to fix. Customers can now easily schedule appointments with QLess’s flexible scheduling software, creating maximum customer convenience rather than another bottleneck.
They can then manage their appointments through QLess, adding information for the office or canceling and rescheduling if necessary. Since QLess has .gov integration, DMV offices can embed this appointment scheduling platform directly on their website. QLess enables customers to schedule their appointments through websites, an appointment booking app, a text-to-join service, and more. They can also view and manage an upcoming appointment through different channels as well. Scheduling an appointment should be straightforward and efficient. With QLess’s DMV online scheduling system, offices can ensure easier access for customers without the same bottlenecks that outdated appointment scheduling software or phone appointment scheduling provides.
There is a lot that goes into offering customers a positive experience. Many enterprises struggle to do so because it requires a substantial time investment and a focused strategy. There are several things that customers near-universally will agree compose a strong customer experience. According to Pwc, "80% of customers agree that speed, convenience, knowledgeable help, and friendly service are the most critical elements of the customer experience." Therefore, friendly, knowledgeable, and prompt communication should play a significant role in DMV offices’ customer experience initiatives.
Customers highly value communication, but this is not an area where the typical DMV office thrives. It is not surprising, considering the inherent difficulties in communicating with a large, constantly moving group of customers, each with differing wants and needs; however, just because it is difficult doesn’t mean it is impossible. Personalization is essential in the customer journey. QLess has the tools to empower DMV offices to offer customers are more communicative end-to-end experience.
QLess has bi-directional communication features that will enable easier back-and-forth communication from start to finish. Customers can ask staff questions about their appointments, hear responses in return, and feel like they are a person, not just a number. If they are running late, they can send a message to staff through the QLess platform. Then, they can be moved back in line instead of having their appointment canceled creating a more personal, positive experience. For DMV offices, they are aligning with the communication needs of modern customers. Phone calls are not as popular as they once were, so bi-directional texting with QLess is an optimal solution.
With QLess, DMV offices can provide the text message communication customers crave at scale. They can automate mass messages, send individualized messages, and communicate to selected groups, like people with appointments at a specific time or a group in line.
One of the ways that an effective DMV online scheduling solution can help offices is by ensuring customers show up to the appointments they’ve booked. Online appointment scheduling DMV software is helpful, but if it doesn’t improve the office’s results, there’s no point. DMV offices hoping to fulfill more road test appointments, license renewals, and vehicle registrations are all aware of the problems missed appointments can cause. When offices block off time slots for appointments and customers don’t show up, it wastes time and resources.
The QLess DMV online scheduling system helps amend this issue in an immediately impactful way. For starters, it has appointment reminder software that keeps booked appointments top-of-mind for customers. Appointment reminders are an effective way to ensure customers arrive for their appointments, and they are crucial in an industry that has had severe problems with missed appointments. According to NBC, "DMV offices had scheduled 3 million appointments between May 2020 and April 2021." Of those 3 million appointments, 500,000 were not attended by the customers that had booked them. With a simple appointment reminder sent via SMS, offices can notice a huge difference in results.
The QLess software comes with appointment reminder features that enable DMV offices to schedule reminders for customers. These reminders are sent directly to their phones. They can require a confirmation from customers to maintain the reservation and be configured according to other DMV policies. Missed appointments are wasted opportunities that can be hugely disruptive to business operations. Appointment availability is limited, and when customers take slots they don’t attend, this takes away opportunities from others. SMS reminders from the QLess digital solution reduce the likelihood that customers will miss these pivotal appointments. They're a straightforward way to start seeing immediate results.
One negative hallmark of the DMV customer experience is a long wait. In offices across the country, long waits are par for the course which is a horrible experience for customers but is seen as unavoidable. There are numerous logistical reasons why DMV waits tend to stretch for extended periods, changes to the appointment calendar can be disruptive. Staff is overburdened with a difficult calendar, and enterprises lack the software necessary to lighten their workload. DMV online scheduling systems aren’t just designed to make lives easier for customers, they can also simplify staff’s workflow, leading to reduced wait times.
QLess includes a flexible calendar that gives staff more control over their schedule. When customers schedule their appointments, they are uploaded to a smart calendar that staff can access. This calendar can be edited by staff and is color-coded to make it easier to understand. Staff can sort the calendar based on appointment times, types, and who the appointment is assigned to. Rather than a never-ending stream of customers, with the QLess smart calendar, staff can have a clear sense of what is next for them at every point of the day. This will help them become more efficient. The more efficient staff are, the higher a DMV office’s customer satisfaction rate will be. This will also significantly improve wait times.
With the QLess smart calendar, adjusting to changes on the fly is easier. Customers don’t show up for appointments? Rather than this stalling a lineup and causing a delay, the QLess DMV online scheduling system can automate and solve this issue. The line can be edited to move customers ahead of late or no-show customers. The system can also automatically blend to allow a walk-in customer to enter the line if a customer doesn’t show up. Lineups will be much more efficient without bottlenecks caused by a lack of workflow visibility for staff and an inability to adjust on the fly. Extensive queues are a dramatic disruption to a smooth customer experience, and with QLess, this problem can be drastically reduced.
Not only is the wait shorter with QLess, but the waiting experience is dramatically transformed. QLess has both DMV online scheduling features and a virtual DMV queue system that changes how customers wait for their DMV appointments. The DMV waiting experience is not one that customers are typically happy with. Most DMV offices use a numbered system, where customers sit in crowded offices, and wait for their number to be called. This experience tends to leave customers frustrated and unhappy. This is simply because there is no clarity into their wait time, and the waiting room develops a frantic feel.
With the QLess queue management technology, DMV offices can create a virtual customer queue, when customers schedule their appointments, they are sent a link to join virtual queues when it is time for their appointment. Customers can check into the virtual queue remotely from their phones, monitor wait times, and arrive at the DMV office when their appointment is set to begin. There is no need to sit in a waiting room or spend time standing in a queue; instead, queue software allows customers to only enter the office when it is their time to be served. This is something your customers are sure to appreciate. Rather than waiting in a sterile waiting area, they can relax at a nearby location. There is none of the stress and frustration of a long physical queue. Insights into wait times give customers clarity on the waiting process and reduce the confusion and anxiety of the DMV line. According to the previously mentioned QLess survey, "57.2% of respondents stated that they are more likely to patronize a business if they provide early insights into wait times." Long waits are what the DMV is most commonly associated with.
The difference between a long wait in an unpleasant waiting area and a virtual wait from anywhere customers choose is dramatic. The QLess DMV online scheduling system’s queue management software transforms waits from a frustrating experience to a mild inconvenience.
DMV offices are a non-profit government service. Whether they are helping an individual renew a driver's license, administering skills tests, or registering vehicles, there are no real financial incentives, but since their service is incredibly important to road safety, and customers must be willing to fully utilize these services, customer opinions on the DMV experience matter. In fact, if DMV offices want to improve their experience and increase customer satisfaction, the opinions they should seek out are from their customers. Soliciting and utilizing customer feedback through a DMV online scheduling system will help make government offices a more consumer-friendly operation. This will also ensure customers have their voices heard.
With the QLess customer feedback features, DMVs can request feedback and use the insights from their customers to improve processes. The more DMV offices listen to customers, the better experiences they can provide for them. The QLess customer feedback features allow organizations to send pulse survey requests to customers as soon as they finish their appointments. These are sent to customer’s cell phones and can be customized according to the topics DMV offices want to learn more about. Asking customers about their experiences will help offices to find flaws in their processes that they may have overlooked. If customers are responding that the appointment scheduling was confusing, that they struggled to book specific kinds of appointments, or that staff was not accommodating of their needs, this is all crucial to know. Once offices are aware of their problems, they can make the necessary improvements to solve them. Customers' opinions on their DMV’s customer journey are important because, ultimately, the DMV exists to help citizens. If they are dissatisfied with their experience and struggling to access resources, learning about this issue is the first step to solving it.
The customer experience has become something organizations around the world are focusing on. This is because the better the experience customers have, the more likely they are to return; additionally, the more positive reviews enterprises will receive, the better a business will perform. While DMV offices don’t necessarily need to worry about profit incentives, the customer experience is still a crucial consideration. An important component of the customer experience is aligning with their preferences. DMV online scheduling perfectly aligns with the modern consumer’s preference for convenience and ease of access. According to a Nasdaq study, "52% of shoppers said that half or more of their purchases are influenced by convenience, and 97% said they backed out of a purchase because it was inconvenient." If customers struggle to access appointments and the scheduling process is difficult, many simply won’t bother. The mobile-powered nature of the QLess DMV online scheduling system also aligns with modern consumers’ habits.
If enterprises don’t provide mobile-friendly options for booking, this will prove frustrating for many consumers. Smartphone technology is deeply embedded in consumers’ behaviors, with the average person spending over three hours a day on their phone. Meeting the needs of customers who demand mobile-powered experiences is important. DMV offices will improve their customer experience by modernizing their appointment scheduling. By allowing customers to easily schedule with appointment online software that is mobile accessible, the scheduling process will be more aligned with the needs of the customers DMV offices serve.
Customer feedback is extremely useful to DMV offices that want to hear the subjective opinions of their customers. It can provide intriguing insights that offices hadn’t considered, but subjective information shouldn’t be the only thing offices use to guide their decision-making. They should also attempt to use objective data to drive improved performance and a heightened understanding of strengths and weaknesses. Collecting data on the DMV customer experience is difficult without DMV online scheduling software. The more digitized key processes are, the more enterprises can keep track of them, as they leave a virtual footprint.
With the QLess business intelligence features, DMV offices can collect information on various customer experience-related topics to better understand their performance and what they need to change. The QLess software showcases offices several key data points they can use to spot flaws in their customer experience. The software tracks the median wait time, employee utilization, appointment no-show percentage, median transaction time, and more. This data is then shown in charts and graphs that can be edited according to factors like time of day, day of the week, and more. This makes it easy for offices to spot trends. If there are large deviations in median wait times at specific hours every day, this issue is important to dissect. Once you’ve identified these flaws, the QLess business intelligence features can provide data showing whether the implemented solutions are working. Changes in data over time can show enterprises that they are either getting the results they hoped for or not. This data can also be used to set benchmarks for performance. Using QLess’s data features, enterprises can drive improved results and boost the customer experience.
The DMV’s negative reputation exists despite the many hard workers at the Department of Motor Vehicles striving daily to do their best. Customers tend to perceive the DMV as a slow, arduous process with bottlenecks every step of the way. One of these bottlenecks is appointment scheduling. Accessing appointments with the DMV can be difficult, and many are reliant on outdated systems that don’t offer the seamless customer journey consumers crave. For government offices hoping to counter these negative perceptions, a DMV online scheduling system like QLess goes a long way.
QLess’ software solution assists in several key aspects. For starters, it is mobile-friendly, easily accessed, and integrates smoothly with digital government infrastructure. It provides data, customer feedback, and communication features, offering offices the ability to learn more about their customer experience and improve personalization. The QLess software also includes queue management features and a flexible calendar to help reduce wait times and improve the waiting experience. The DMV customer experience has room for improvement, and a DMV online scheduling system offers the ability for offices to digitally alter several aspects of their process for the better. Meeting the needs of the modern customer can be difficult, but with the QLess DMV online scheduling system, government offices can take a pivotal step toward creating a seamless customer journey.
When you think of online booking software, you may think about industries like healthcare facilities, veterinarian offices, or government offices, but there are so many more businesses that can benefit from online booking software, like salons and hotels. It automates the process for customers and lets them schedule appointments through the company's website or an app on their cell phone. The QLess software easily fills gaps and seamlessly integrates walk-ins with customers who have an appointment booked. Here are some of the industries that have had great success by implementing the QLess system.
Online booking software for beauty, nail, and hair salons helps keep employees' schedules rolling with customers who made an appointment ahead of time, and with customers who walk in for immediate service. QLess uses FlexAppointments to fill gaps and reduce downtime in between customers and QLess can also be used to give employees more information about what a customer wants and any special needs they may have.
Online booking software has been used in hotels for years, and it has proven to be an effective method of filling rooms through a company's website or an app, when using the QLess software, hotels gain extra insights into their customers' habits with trackable data and analytics. This information can be used to create future promotions, with every customer's cell phone number being captured, businesses can send their promos directly to their customers.
Sporting events, conventions, and festivals draw huge crowds and long lines that can be more efficiently managed with online booking software. From saving their place at the event to using the queue management features to disperse long lines, special events can create higher rates of satisfaction and lower the congestion of crowds. It's a win-win for event planners and customers who attend.
You'd be surprised by the popularity of shooting ranges in areas like high-density cities, they often draw lots of customers daily who then wait for long periods to have their turn at some gun-blazing fun. Online booking software makes it possible for customers to plan out their trip with an appointment instead of simply hoping the wait time is low. Employees at the shooting range can also communicate directly with customers to let them know about any issues with time frames.
Colleges and universities require a myriad of appointments when applying for admissions, seeking financial aid, and visiting with an academic advisor. QLess online booking software has given higher education institutions the power to let their students make better use of their time when waiting to be seen, and faculty have real-time dashboards to manage the range of services that are given to each student.
QLess online booking software can be applied to a huge number of businesses in varied industries. Give us a call today to discuss what QLess can do to help you increase your business efficiency, schedule appointments, and relieve lines with queue management.
As states begin to reopen after COVID-19, more and more restaurants will be able to open their doors again. As you're beginning that process, however, it's important to maintain thorough social distancing measures to keep customers and employees safe. Waiting in lines to be seated is one of the biggest challenges to social distancing that will be faced by restaurants; nevertheless, as recommended by the CDC, phone app technology can help overcome this problem to allow restaurants to function efficiently and keep their patrons safe. Consider QLess' social distancing app for some of the best solutions as you reopen restaurants after COVID-19.
QLess offers a wait time app that can help you maintain social distancing measures in restaurants, which not only keeps customers safe but also improves their experience with shorter wait times and more efficient service! Remote queueing allows customers to get in line through the app wherever they happen to be -- at home, in the car, or at work. It's a much more convenient (and hygienic!) way for customers to wait than passing out germ-ridden buzzers in crowded waiting areas. You can send customers their wait time through SMS messages or our mobile app, as well as notifying them when to arrive in the lobby. The app also allows you to send text and voice message alerts to customers as they move to the front of the virtual queue. Customers will love the flexibility of being able to continue their day without having to stand in line, and you won't have to worry about overseeing waiting areas to make sure they don't become overcrowded.
Virtual queues offer one of the most groundbreaking new technologies for customer experience, and they have never been more valuable than they are today for restaurants reopening after COVID-19. Eliminating long lines has been shown to increase customer satisfaction by up to 100%. QLess' social distancing app also offers the benefit of interactive, two-way communication. Unlike many other available technologies, with QLess, restaurant staff and customers can communicate directly to let each other know of any delays or changes in the timeline, further increasing convenience. QLess improves customer experience as well as facilitating sound social distancing measures.
QLess also streamlines procedures for employees, removing the need to manage long lines and ensure social distancing in waiting areas frees up employees to focus on other tasks. They have more time and space to meet customer needs, optimizing the in-restaurant experience for customers. Remote queueing offers greater efficiency throughout the entire process of serving customers.
QLess solutions do more than helping to preserve social distance for restaurants and food service. QLess is also a marketing tool that allows restaurants to better engage with their patrons by offering special deals (discounts, etc.) and asking for real-time feedback (surveys, suggestions, etc.) - enabling a much more robust consumer experience
QLess's platform can provide restaurants and other businesses with performance metrics and insights that drive efficiency - workforce scheduling, load balancing, and CRM functionality to provide insights for repeat customers.
When it comes to satisfying customers and promoting their health and safety, QLess can be trusted to help as you implement social distancing measures through queue management. Our wait time app offers a technological solution to the challenges faced by restaurants reopening after COVID-19. Contact us today to find out how we can help you reopen safely and effectively.
The logistics industry is full of essential businesses and workers that need to keep operating during this time of pandemic. Goods need to be manufactured, transported, and delivered to their final destinations, the challenge for many companies is to implement new logistics industry trends that safeguard workers from spreading COVID-19 between themselves and their customers, some businesses, like meat processors, have already had to shut their doors for an indefinite amount of time until the spread of coronavirus can be controlled. Implementing new technologies that promote social distancing, as well as improve current processes, will be key in conquering these new times.
Delivery of Documents and Orders
Many businesses are still following old logistics industry trends of face-to-face delivery of documents and signing on of contractors, when you have a virus that can be spread by people who never show symptoms or signs of illness, this is a risky part of operations that can quickly pass coronavirus between workers. The QLess logistics queuing system uses one's mobile phone to remotely deliver needed documents and instructions to wherever workers are, whether it's on the production floor, straight to their delivery vehicle, or anywhere they happen to be. The QLess system can also deliver updates about changes in schedules or orders without interrupting the workflow of the employee.
For large companies in the logistics industry, bottlenecks are a common occurrence, workers who need to obtain permits, receive deployment instructions, or complete processing forms can get stuck waiting in crowded lines that always seem to move slowly. QLess can also be used with onsite kiosks to let workers complete forms and receive permits with an automated system which can be especially handy for businesses where cell phone use is strictly prohibited. Companies that have implemented this system have greatly reduced wait times, improved efficiency, received great satisfaction rates from employees and contractors, and saved significant amounts of money every year. In addition to all those benefits, social distancing measures are easily promoted, keeping workers healthier and more at ease when working during the pandemic.
Implementing new technology into a large company across multiple locations and operations can seem like a daunting task. How will you know your new practices are truly making an impact? With the QLess system, you also get access to valuable reports and analytics that let you view data to track employee productivity and assess how efficiently your operation is running. This lets you see the effects of these new changes and gives you the ability to improve processes along the way to lower overall costs. The QLess team will help your company along every step of the way to ensure a smooth transition to our cloud-based technology.
QLess is the perfect logistics industry solution during and after this pandemic. You'll wonder why you didn't make the transition sooner. Call us today to request a free business demo.
The customer journey is now something that defines modern business, providing a good experience is always important. In the age of social media and online reviews, where customers have more options than ever, businesses need to go above and beyond to secure their loyalty. Investing in the customer experience is a savvy business decision, as research from McKinsey shows that improving this aspect of a business increases sales revenue by 2-7%, with an overall shareholder return of 7-10%. A customer journey platform can significantly improve the overall customer experience because a lot goes into customer satisfaction, and what defines a good or bad experience is rapidly changing. Businesses that hope to create happy customers will find they are increasing their revenue and customers are more willing to spend more if they have a positive experience.
Because there is so much the modern business needs to juggle, providing this may not always be easy. Having solutions that help manage and improve the customer experience goes a long way toward ensuring seamless customer interactions. A customer journey platform is a software solution designed to help enterprises manage their customer flow and digitally impact the customer journey. It is a way of organizing the customer experience by moving certain aspects of it to a digital medium, where it is easier for businesses to improve their efficiency and give customers the interactions they desire.
QLess is a customer journey platform with features that can help enterprises improve their customer experience to win over the modern consumer and increase customer loyalty. Below, we’ll dive into what a customer journey platform can do to drive a stellar customer experience, but before we dive into that, let’s look at what defines a negative customer experience and a positive one. This will help show what areas a customer journey platform can improve.
Every shopper has different expectations and different goals for their buying experience. If a customer walks into your store or office and leaves unhappy, this is a problem for businesses. According to Yonyx, "55% of agitated customers are willing to switch their business to a competitor." Customer experiences dictates customer retention, and you will lose customers if you consistently fail to meet their expectations. Therefore, what defines a bad experience for shoppers? One of the most common customer complaints stems from long waits. Arduous queues with extended wait times are a universally disliked aspect of the customer journey, customers have no patience for long and unknown wait times.
Customers’ patience runs very thin, and many will be frustrated if they are pushed into waits. The same QLess survey showed that "68.9% of customers would patronize a competitor’s business if it had notably shorter wait times." What's more, "79.7% of respondents have left a business due to long wait times." According to Statista, "The three biggest causes of a negative customer experience are a lack of effectiveness in support staff, a lack of speed, and a lack of accuracy." Customers crave a fast, efficient experience where their needs are addressed with empathy and in a timely manner. Staff plays a big role in this, your staff are a big swing factor in the customer journey and their ability to offer open communication and efficient service will dictate customer happiness. A lack of speed and unfriendly staff typically defines a negative buying journey, an inefficient business where customers don’t feel they are treated with friendliness will find their customer retention suffering, no matter the quality of the product or service.
Okay, so now we know what to avoid, but what should businesses strive to do? With customer expectations being so fluid, staying connected to what the modern consumer is looking for can be difficult. The customer experience has evolved in recent years as technology has improved, tech is now a key part of the typical customer journey. Let’s look at some of the modern trends that are defining aspects of a positive customer experience. Two parts of the shopping experience that have become increasingly emphasized are convenience and personalization. In the age of Uber, DoorDash, and Amazon, customers want maximum ease of access. That is why customer convenience has become a core tenet of the modern shopping experience.
Customers now expect personalization in their shopping journey, as well. They are not satisfied with feeling like any other shopper, they want platforms and experiences tailored to their individual preferences. Customer satisfaction is now dependent on it, according to McKinsey, "71% of consumers now expect enterprises to deliver personalized interactions, and 76% of consumers get frustrated when this isn’t the case." Customers need to feel like they are individuals on a journey that is unique to them. Convenience and personalization are increasing in importance, and these are two areas that technology can be a huge asset. Technology has been improving the ease of access in the customer experience for years, but now, there are tools that make shopping more convenient and personalized for shoppers, one of these tools is a customer journey platform.
There are many things that customers universally like and dislike. It is the enterprise's job to ensure that consumers’ preferences define the customer experience. A customer journey platform is a way for enterprises to reorient and digitize the customer experience meeting the needs of the consumers they are trying to serve, but what is a customer journey platform, and how does it work? A customer journey platform is a digital solution where enterprises can virtually organize the customer journey. These are supposed to be end-to-end solutions that allow customers to interact smoothly with enterprises. How exactly this will work depends on your specific business nature and needs. Customer journey platforms are very popular in industries ranging from government and healthcare to retail and education but they are becoming increasingly popular across all sectors. The QLess customer journey platform has several core features designed to help enterprises control their customer journey in a friction-free, efficient way. These features include:
Overall, the goal of a customer journey platform is a smoother interaction for customers from start to finish. These software solutions allow enterprises to digitally control customer flow and ensure more efficient processes. Let’s look at how a customer journey platform can positively impact the customer experience.
Customers crave quickness, they don’t want to spend a long time in check-in or check-out lines and sit in crowded waiting rooms. Customers also don’t want to have to wait a long time to speak to a customer representative, yet, staff can’t be everywhere at once and wait times are a seemingly inevitable byproduct of demand exceeding supply; however, with a customer journey platform, enterprises can now increase their speed and ensure they are meeting the pace of service customers expect.
With QLess, enterprises have a customer flow management solution that will lead to a faster line process, when customers join the virtual queue, they are put in line according to the business’s configured policies. Enterprises can create lines according to service type, employee handling the service, and whether or not the customer has an appointment. The customer journey management platform will then automate the line accordingly which means that staff no longer have to be responsible for organizing customer queues removing human error. It is now automated by a highly efficient AI system that will lead to a faster line, and because companies can set their own line policies, it is highly customizable to fit the needs of different businesses.
The QLess software also includes a smart, adjustable digital calendar that will help boost staff productivity. Staff can view an appointment calendar that shows them everything they have scheduled for the day, they can move the calendar around, make tweaks, and better structure their day-to-day helping employees with workflow visibility, ensuring they have a clearer sense of everything they need to do. This will lead to more efficient and productive employees, which increases the speed of service for customers.
The modern consumer does what is easiest for them. We’ve broken down how convenience is one of the hallmarks of an excellent customer experience, this trend is only continuing to grow. Technology has given consumers instant access to so much and now they expect their purchases to be straightforward and as easy as possible. If you want loyal customers, prioritizing convenience along throughout their customer journey is a must.
QLess is a way for enterprises to dramatically improve customer convenience by transforming the queuing experience. Implementing the QLess customer journey platform, queues go from a frustrating aspect of the consumer journey to a convenient process without stress or anxiety. The QLess queuing software allows customers to remotely enter a virtual queue and see a forecast of their projected wait time. Customers receive SMS updates as they are moved through the line and are able to know with clarity when they need to arrive at the front of the line. The virtual queue has a simple user experience that customers of all backgrounds will appreciate. Customers will often abandon purchases due to inconvenient lineups, but a big reason is that the waiting experience can be so suffocating, but with QLess software, your customers can wait how they want. They can remotely enter a line, check the wait time, and enjoy a coffee from their local coffee shop before strolling to the front of the line when it is their turn. Physical queues are a major obstacle to customer convenience. The QLess digital queue management system provides enterprises with software that removes the need for long physical lineups, using a smooth user interface and remote check-ins that maximize customer convenience, this software helps enterprises create more satisfied customers by transforming the waiting process.
One thing that can’t be overlooked in the customer journey is the value of communication. Customers emphasize personalization as one of their biggest priorities, and communication is a major component. Entering a store or office can often feel very impersonal, particularly when there are long waits and overburdened staff.
Enterprises need a tool capable of improving their communication to give customers the level of personalization and interaction they desire. That is where a customer journey platform can help. QLess offers a customer journey platform with embedded communication features designed to help enterprises connect better with their customers. Our platform's features are created to help you manage the back-and-forth with customers in a scalable way. It includes the ability to:
Customers can also message businesses through these features, so it is an impactful tool for elevating customer engagement. Your customers can message the business if they are running late for an appointment, ask questions about products, and more. These tools are a more direct form of customer interaction, as customers don’t have to wait in line to speak with staff. It helps foster a better customer relationship and improves transparency.
Customers don’t want to feel like a number or just another shopper, they want to feel like an individual. Stores and offices that manage to personalize their experience through improved communication will find customers respond extremely well to this. Communication and transparency help businesses foster connections, and QLess’ customer journey platform helps businesses provide communication at scale.
How customers purchase products or receive services has changed as technology has improved, customers are now so reliant on digital technologies that they expect them to be integrated into every aspect of their lives, from purchasing clothes at an outlet store to checking into the doctor’s office, that is why the omnichannel approach has become a staple of businesses in recent years. This is when enterprises seek to alter the customer experience by adding multiple channels, including both physical and virtual ones, this change is something customers are in favor of.
So not only do consumers like shopping through multiple channels, but it is better for businesses when they do. Some enterprises have been late adopters of this trend, but it looks like something that will define the next several decades of the shopping experience. Businesses need digital touchstones to help them connect with customers who prefer multiple channels in their shopping experience. QLess helps enterprises add a mobile component, creating an omnichannel experience. Additionally, QLess has mobile applications which customers can download and access on their phones and use as part of their shopping journey. Customers can contact staff, schedule appointments, and enter virtual queues from their phones.
There is also a desktop version of QLess, but the application works best for the mobile-driven shopper. A mobile app will create a virtual aspect of your customer experience that augments the physical, omnichannel shopping is a trend heavily indicative of consumers’ preference for using tech while shopping. Customers of all ages have smartphones and spend a significant portion of their days on these devices, so it is only natural they would want them integrated into their in-store or office experience.
If you are seeking ways to improve the consumer experience, one group of people can tell you how to do that better than anyone else: your customers. While many businesses invest resources in creating a smoother buyer journey and a better overall experience, they forget that their customers possess the best insights into what their business needs to improve. Your customers have gone through the appointment or purchase process and can illustrate ways for you to enhance them. You just need a way to hear them out.
With this software, businesses can send pulse surveys to customers, which show up in the form of an SMS link after the customer leaves the store or finishes their appointment. Businesses can choose the questions they want to ask their customers, send the survey, and store the results. Customer responses can help enterprises determine what they need to change to improve their operations, if a significant portion of your customer base is informing you that they are unhappy with the check-in process, that staff have been slow to address their needs, or that they were confused about how to find the office, this is all crucial information to have.
Listening to your customers can help you find flaws in your process that may have been overlooked. The discovery phase is a crucial initial component of improvement, and if your customers indicate that some aspects of your enterprise aren’t working for them, this is important to be aware of. Customer feedback is hugely important for businesses, it shows them where they stand in the eyes of their customers. The QLess customer journey platform includes feedback features that enable businesses to analyze the feedback of their customer base to identify and address problems in their processes.
Customer happiness is an integral component of longevity for a business. Happy customers come back, and retention is the difference between life and death for any business; however, consumers’ expectations from businesses are sky-high. The limitless options in the market have given consumers the ability to be picky, so enterprises now need to go above and beyond to ensure they are offering the experience their customers desire. The difference between a positive and negative customer experience can be hard to differentiate, but the biggest factors are limiting wait times, enhancing convenience, and using communication to drive personalization.
For an enterprise hoping to stand out to consumers, a customer journey platform like QLess can help drive the positive, friction-free experience consumers crave. QLess has an array of core features that make it easier than ever for enterprises to digitally streamline the customer journey and create better results. With queue management software, a smart calendar, and communication features, enterprises are improving efficiency and adding an important digital channel to their business. In a world where customers are more empowered than ever, the QLess software is helping enterprises meet and exceed sky-high customer expectations.
Long lines are something the average consumer positively despises, and many simply walk away if they encounter them. They disrupt customer flow, and the queuing experience ends up negatively impacting businesses and their customers, according to the Retail Times, "Long queues cost retailers up to $12 billion annually due to customers walking away." Online queuing systems can help alleviate these long wait times and improve the customer experience. Customers despise these waits and have little to no patience for them. According to a QLess survey, "79.7% of customers have abandoned a purchase or an appointment due to a long wait." But how can enterprises combat this problem, as it is shared across industries? The answer might just be a queuing system.
The QLess queuing system has an array of impactful features that allow enterprises to end the issue of long lines negatively impacting the customer experience and customer satisfaction. Let’s explore how a queuing system can improve the customer journey and solve the problem of arduous waits.
There are few things more frustrating to customers than standing in a long line; in fact, for many customers, there is no part of the shopping experience worse. According to a survey from Synqera, "73% of consumers say waiting in line is the worst part of their experience." But some businesses are learning that it isn’t just the wait times that bother customers, it's also the experience of standing in physical queues.
One of the most significant upsides of a queuing system is that virtual queues don’t require customers’ physical presence, customers can use the queueing system to remotely check into a line. The queue management technology places them in the line and shows how many people are in front of them. The customer receives real-time updates about their status in line, and eventually, they reach the front of the virtual lineup. Only then do they have to physically enter the building, customers can wait in parks, coffee shops, other stores, or wherever else they please. Physical lines are replaced with a laid-back remote wait.
One of the main aspects of waiting that leads to negative customer feedback is the confusion. Standing in a long lineup or sitting in a crowded waiting room is an isolating, confusing feeling, for numerous clients, the primary source of frustration stems from the absence of clear communication. With no clear end in sight, it can feel extremely frustrating, but one of the ways QLess’ queueing technology works for businesses is by offering them the ability to address this issue.
With the QLess queuing system, customers have a clear sense of how long they will be waiting in line, when they check into the virtual lineup, they are given a highly accurate projected wait time that updates as the line moves along. This makes for happier customers because queue psychology tells us that uncertainty is one of the biggest reasons wait times feel so anxiety-inducing. According to David Maister, a renowned queue psychologist, uncertain waits have been found to feel longer than known, finite waits. By removing the uncertainty and giving customers more transparency, waits will feel shorter and less stressful.
Customers crave something from the businesses they interact with that goes beyond just the exchange of money for a product or a service. Today’s consumer wants and expects personalized services powered by strong communication, offering personalized experiences is one way to keep customers happy, and research from McKinsey shows it is essential. According to McKinsey, "71% of customers expect companies to deliver personalized interactions, and 76% feel frustrated when this doesn’t happen." The typical lineup experience isn’t very personalized or communicative, but this can change with the QLess queuing system.
The QLess queuing system has bi-directional communication features that let customers and staff send messages to one another. Staff can automate messages to customers at various stages of their customer journey, they can send greetings when they walk in the door or farewells when they leave. Customers can message staff questions if confused or stressed, and staff can send personalized responses back. It leads to a much more open and communicative customer experience, with personalization at the forefront.
One of the key ways that QLess can improve the customer experience is by improving the staff experience. Did you know that, according to the University of Oxford, happier staff are 13% more productive? The more productive staff are, the faster lineups will move, and the better the customer service experience will be for consumers. Running a line can be stressful and unhappy for staff, requiring a lot of oversight and dealing with stressed customers. With QLess, this problem is solved, making staff happier and more efficient.
QLess has calendar management features that increase staff’s workflow visibility and automatable queue management software that controls the line, so staff doesn’t have to. The queue can be set up, so staff configures the accompanies queue policies, such as customers 15 minutes or later have appointments canceled, or walk-ins can access appointments if scheduled customers show up late. The software will then implement these policies into the virtual queue and automate it so staff can take a more hands-off, customer-focused role. It makes their jobs easier and more pleasant, moving lines along faster.
Whether implementing a queuing system for retail, healthcare, hospitality, or any other industry, the goal remains to improve the customer experience. Long lines are one of the things that the average person despises most about shopping and attending appointments. If you want to increase customer loyalty and improve overall results, your best bet is to invest in a queuing system that combats the customer flow disruptions caused by long lines.
With the QLess queuing system, customers can benefit from remote waiting features, accurate forecasts of actual wait times, improved personalization, and increased staff satisfaction stemming from simplified workflows. This will all lead to a waiting process that is more customer-friendly and less hamstrung by the neverending problems long lines cause. Implementing QLess’ queuing system technology, enterprises can boost the customer experience while relegating long physical queues to the trash heap of history.
Businesses are in an increasingly competitive market where even the slightest edge can result in growth and success; alternatively, lacking that edge can leave your business trailing behind and scrambling to remain relevant. One of the areas where your company can maximize itself and beat the competition is customer services.
Improving customer service is an effective way to boost your business, and the good news is it costs little to implement a strategy to enhance your customer experience. There are many ways to improve customer service and make more of a connection between consumers and your organization.
Many business owners ignore customer service and dismiss its importance in the overall performance of their company, don't make this mistake and beat the competition with a focus on improving customer support. In the modern world, customers have vast choices across sectors, so treating them well can often be what differentiates your company from others in your field.
It's amazing the number of businesses that treat their customer as an enemy or are suspicious of them. Creating empathy with your customers is a vital step towards improving the service you provide. Of course, creating an understanding of your customers is easier said than done.
Empathy is especially important when handling customer problems, including complaints. Try to put yourself in their position and see the problem through their eyes. Even angry customers can become more receptive if they feel respected and that you understand them.
One way to calm a situation and to better understand a customer's viewpoint is to keep a positive attitude when talking with them. At the very least, being calm and communicating your desire to solve the customer's problem will help. Doing so has benefits that last far longer than just getting that particular issue fixed. Customers will remember your company if they think you handle their queries with minimum fuss and a positive outlook.
It doesn't matter if they are right or wrong, the customer may have a problem they need to be solved or need important information. Whether the problem can be solved simply by saying the customer is mistaken or does require your intervention, you should always listen to your customer.
In terms of customer service, listening is perhaps the easiest and there are no excuses for not doing it. You'd be surprised by how many companies don't listen to what their customer has to say. Separate yourself from the crowd and beat the competition by simply paying attention.
When communicating via email or live chat, it can often be hard to create a personal connection with the customer. One way to overcome the problem is to find common ground with the customer. There's a reason why so many discuss the day's weather as a conversation starter. It instantly creates a common ground connection.
As you can probably see, the very best ways to improve customer service all center around how you interact with the customer. Another way to ensure the communication is smooth, efficient, and functional is to remain clear during a conversation. Communicate in a clear way to make it easier for the customer to understand you.
Everyone on your customer support team should be familiarized with your products and services to beat the competition. The best way to achieve this level of knowledge and beat the competition is to have onboarding sessions with your product or service teams.
If you want to beat the competition and become one of the top companies in your industry, your customer service should run like a well-oiled machine. Whether you use email support, phone contact, live chat, or all those things, your staff should know the technical details of operating those services. For live chat, having some technical proficiency is necessary and one of the best ways to improve customer service. Train your staff to type fast and to understand the live chat system to make the process as efficient as possible.
Sure, you're an expert in your field and business, but that does not mean you're an expert in customer service. It takes time to build an excellent customer support infrastructure and it will involve trial and error. The important thing is to keep working on best practices and communication skills to hone your customer services. Use feedback to better your customer service output and frequently review your practices to ensure they meet the demands of your consumer base.
QLess is an expert in providing the best environment for customers and is a leader in providing solutions that make the customer experience better. To find out more and get in touch with one of our team, contact us today.
Navigating the college scene is complicated, from admissions to advising, financial aid, and even gathering the right supplies and textbooks. Students are suddenly thrown into adulthood where they need to:
With tons of other students competing for appointment times and utilizing the same college resources, even college faculty and staff can become overwhelmed. Missed appointments and long lines can cause students to fall behind and even drop out. QLess queue management educational software helps schedule appointments, fill canceled appointment spaces, and eliminate the lines and wait times.
Students in this day and age love technology. Almost every one of them has a smartphone on them at all times and owns a computer to do their school work. The QLess queue management educational software works through an app, the school's website, or with onsite kiosks. Through these platforms, the students can easily make an appointment with an advisor, join a virtual line to get their textbooks or use it to enter any number of other queues around campus for various needs. Once they join a line, they receive voice or text message notifications that tell them their place in line and their wait time.
Following this, students are free to engage in their preferred activities—whether studying, working on school projects, having a meal, or relaxing. The implementation of our queue management educational software eliminates unproductive waiting times, allowing students to utilize their time more effectively. College advisors love it because students can more easily schedule an appointment with the software, and it also automatically fills gaps to best utilize the staff's time. When it is almost time for the student to be serviced, the app alerts them to head on over.
When students and staff are more satisfied with their college experiences, the schools gain a better reputation through good reviews, word of mouth, and online ratings. This helps bring in new students, creating more funds that can be used to expand the school and its student services.
Overall, queue management software provides a variety of benefits for colleges such as eased appointment spaces, eliminated lines and wait times, increased satisfaction levels and most importantly, an improved reputation. With the help of queue management software, colleges can successfully manage their student queues and improve the overall college experience.
With students spending almost 8 to 10 hours a day on their phones, it is important that they can complete many of their daily tasks from mobile devices as well.
Communicating with an advisor is one of the most important things that students should do when attending college. Unfortunately, busy advisor schedules and missed appointments can cause students to become discouraged, unsure of the best path to proceed with and drop out when things get overwhelming. College advisors can also get frustrated when they have too little time, dropped appointments, and too many students to juggle.
The QLess queue management educational software keeps students and advisors happy with easy appointment making, block filling, and rescheduling, this way, the advisor can always be giving their best to the students they are helping. Queue management software benefits both college students and staff in a variety of ways, from making it easier to schedule appointments and get help filling empty blocks in an advisor's schedule. It creates a more positive experience for everyone involved in the educational process.
The process of financial aid is queue-based and can become very overwhelming during peak times. Queue management educational software helps by allowing students to join a virtual line from anywhere, receive updates on their place in line, change their appointments easily and plan their day around the speed of the queue.
For the financial aid department, queue management software can keep track of how many people are in line and what their estimated wait time is. This helps Financial Aid staff know how much time they will need to service everyone. They can also use queue management software to keep track of the progress students make in their financial aid application process.
This helps keep everyone informed, organized and on schedule. Financial Aid queue management software creates a less stressful environment for both students and staff.
College Athletic Departments are constantly receiving more and more applications from new athletes. The queue management software allows colleges to manage this increasing number of applicants through online appointment making, updates on their place in line, and the ability to reschedule easily. The athletic department can also use queue management software to keep track of the progress of the athletes during the application process. This helps everyone stay organized and on schedule. Athletic queue management software helps colleges manage their increasing number of athletes in a way that is both efficient and easy to use.
Athletic departments also have a number of facilities and resources that are constantly in demand from students. Keeping track of it all is either a full-time job or a task that quickly gets behind and leaves a bad experience for students -and even college faculty-. A simple software solution that integrates across the college campus can reduce the headaches for everyone involved.
Having queue management software in place for college athletic facilities and resources eliminates missed appointments, long wait times, and confusion. This results in a better experience for everyone involved in the college athletic process.
Libraries are one of the most important resources on a college campus. They are used by students for research, study and relaxation; however, with the number of students on a college campus, the library can quickly become overcrowded. This can lead to missed appointments, long lines and frustration.
For college libraries, online queuing helps by allowing students to join a virtual queue from anywhere, receive updates on their place in line and change their appointments easily.
Library queue management software also keeps track of the progress students make in their research process. This helps keep everyone informed, organized and on schedule. College library queue management software creates a less stressful environment for both students and staff.
Students must frequently travel to various departments, especially in institutions where students are pursuing a number of activities on their own; for example, the admissions office, transportation office, accounting, and other offices. In such situations, an efficient queue management system may help you save a lot of time. Students frequently miss out on their scheduled classes in order to resolve issues at these locations, and because they are run independently, the students might be required to skip a class just to go there and wait in a long line, which could have an impact on their studies.
The financial aid and bursar's offices are two of the most important places on a college campus. They are responsible for handling the money that comes in and goes out of the school. With the number of students on a college campus, these offices can quickly become overwhelmed.
Contact QLess today to request a free demo and find out more about how queue management educational software can benefit your institution.
If you want to better your business and become a major player in your field, a kiosk machine could be just the push your business needs. At QLess, we're committed to providing our clients with the best in queue management, and that includes kiosks. Dropping customer wait time, increasing profits, and decreasing errors are just some of the benefits we can bring to your business. Kiosks are relatively new to the world of business; after all, the first kiosk was only invented in 1977.
Even in its infancy, this technology has been revolutionary, providing users with information, check-in points, directions, and so much more. From eliminating long queues to minimizing tedious work, the automation self-service kiosk machines provide helps customers and employees of your business.
Think a kiosk may be the next move for you? Read below to learn more details about how QLess can help your business reach its fullest potential.
A kiosk machine is an adaptable and diverse technology that helps both customers and employees, but how?
A kiosk benefits customers on multiple levels. Wait time, convenience, and user experience are all areas of business that customers will notice improvements in. A kiosk also provides customers more control over their experience, providing an opportunity to share more in-depth information. Whether they're standing in line at the DMV or setting up their next appointment at a doctor's office, a kiosk is a great fit for your business.
Think kiosk machines only benefit customers? Think again. A kiosk and queue management from QLess can also help your employees. A kiosk cuts down on work for employees and improves efficiency. They also provide more information to your employees about customers, so they are able to provide efficient and effective customer service.
Kiosk machines benefit multiple industries like government, higher education, healthcare, retail, and logistics--all fields QLess serves. But a kiosk can provide more than decreased wait time. They can allow customers to make payments, place orders, get directions, and even provide internet access. Self-service kiosks are diverse and helpful machines that improve your business' customer service and engagement, boosting your image while increasing functional capacity.
Studies show people hate waiting in line. In fact, there's a whole field of study devoted to the psychology of waiting in line. So, investing in a kiosk machine is a smart move if you find increasingly long lines, disgruntled customers, and overworked employees at your business. Kiosks not only enhance the experience, they also boost your image. Seeing up-to-date technology shows that you care about customers, stay relevant, and are committed to efficiency.
People-focused companies benefit greatly from kiosk machines, making your business more accessible while cutting down on wait time--something we at QLess seek to do everyday. So, join in the effort to eliminate lines and bring a kiosk into your business.
The QLess line management system is easy to install and can be used on all major browsers, this software also does not require any hardware. It's also simple for your employees and customers to understand and use.
Our team of experts works with you every step of the way to ensure a smooth transition. We continue to offer support as you use the QLess line manager in your business every day. We're going to share with you the process of setting up this system from start to finish in order to improve your customer lines.
The first step is to get a feel for the QLess line management system with a free business demo. One of our representatives will walk you through the entire process, and they'll show you the behind-the-scenes business dashboard and analytics to what your employees will have access to.
Our representatives will also walk you through what your customers will use to join virtual queues or make appointments; during this time, we will clear up any initial questions and concerns you have about QLess.
You will then answer a questionnaire that will allow our team to make a customized package for your business. Perhaps your business will rely more on the line management system as a DMV office would, or maybe you need more features of the appointment scheduling aspect like a healthcare clinic would require. The volume of customers you receive and the number of locations will also be important in crafting your package.
Once we determine your unique business needs, a proposal will be drawn up to reflect the prices for the specific services of the QLess line management system. While no equipment is needed, some businesses prefer to have onsite kiosks and tablets available for customers to simply walk in and join the virtual queue. Equipment like this can also be purchased through QLess. Once the proposal is agreed upon, we'll start the implementation process!
Depending on the size and scope of your business, you may need help to get the implementation process started. For larger industries, like universities and entertainment companies, we can fly members of our team to your location to help set up the line management system.
During a 4-6 week period, our team will brand QLess with your own logo and set up any kiosks. Training your employees is easy. It usually only takes a 2-hour period and can be done remotely.
For the entire time you continue to use QLess, our team of experts will be available to help you every step of the way. From technical questions to advice on how to get the most out of the QLess line management system, we offer top-notch support to all of our QLess clients.
You'll see how easy it is for both your employees and customers to operate the system on a daily basis. If you decide you would like to add more features to your package, we offer free upgrades throughout your entire first year of service.
Get started and request a free business demo today!