Queue Management enables telecom retailers to efficiently handle in-store traffic, minimize revenue loss from walkouts, and deliver exceptional experiences. Virtual queues allow customers to avoid waiting in line while providing retailers valuable insights about their needs.
No idle wait means a great experience
Customers have specific purposes when visiting stores, so eliminating physical lines allows customers to save time with a quick and efficient experience while still getting what they need from the store.
Reduce walkouts to save the sale
When retailers manage expectations and minimize long lines, they can eliminate barriers and reduce walkouts. If a customer can’t wait in a queue, associates can follow up to prevent lost sales.
Manage traffic and physical distancing
iQmetrix’s Queue Management solution (QMS) supports retailers in ensuring customer safety and managing store traffic during physical distancing. With efficient traffic management, customers can have peace of mind, knowing that their turn will come and they can shop safely.
With Queue Management, shoppers can join the virtual queue or schedule a visit. Efficiently manage in-store traffic, gain insights, and improve the shopping experience.
Customers scan a QR code or send an SMS to join the queue, reducing touchpoints and in-store wait times. Store associates manage the queue through the dashboard and receive push notifications for the next customer and appointments.
Customers without a working device can still join the queue manually and receive an estimated time to return to the store.
Deliver exceptional retail experiences with same-day appointments! Customers can book instantly via phone or in-store, while associates effortlessly manage appointments through the Queue Management dashboard.
Reason for Visit
Customers enter the queue and state their reason for visiting a store. Whether it’s to make a purchase, to activate a new device, or for technical support, staff can be informed to help customers through the queue faster.
Effective insights mean associates can follow up with customers who are unable to stay in the queue. This extends the relationship beyond the transaction and can also help save a sale that would otherwise be lost.
How do customers join or leave the queue?
With the self check-in, customers can join the virtual queue by texting a provided number or scanning a QR code on a poster a business will place outside their physical retail store. This prompts a customer to follow the instructions to join the queue. If they are not able to use their mobile device, they can be manually added to a queue by a sales associate. In both instances, the customer will be given an approximate time to return to the store. A customer who scans the QR code or text the provided number will also receive a notification when it’s their turn to come in-store. We recommend printing the poster at full 24”x30” scale to ensure customers see it.
What happens when a customer is notified to return to the store?
Once a customer gets the text message that it is their turn to shop in-store, they will be prompted to reply “Here” to the provided number so that associates can be notified of their arrival.
In Queue Management, requests will be categorized in the following ways, to help associates prioritize queuing and optimize in-store traffic.
- Waiting: Customer has confirmed their arrival back at the store
- Return Requested: Customer has been sent a request from the retailer to return to the store
- Queued: Customer is waiting for a request to return to the store and is still in the queue.
What if a customer doesn’t have a working mobile phone. Can they join the queue?
Yes! Customers that don’t have access to a mobile device that could scan a QR code or send a text can be manually added to the queue. These customers will receive a time at which they should return to the store.
What if a customer wants to book a time to come in-store?
Customers that prefer to have a little more control over their day can choose a time to visit that works with their schedule. Meanwhile, associates can balance appointments and queuing to best manage in-store traffic.
What happens if a customer decides to leave the queue?
If a customer sends the message “Leave”, they will be taken out of the queue. Associates will see them labelled as “Left” for that day’s history. If the associate removes a customer from the queue, they will appear labelled as “Removed.”
Customers may not be able to wait, even in a virtual line, to visit your store. Customer insights will help associates follow up with these customers to maintain that relationship and save the sale.
And to ensure businesses remain considerate and compliant, Queue Management removes customer contact information from the platform if they request to not be contacted by the retailer after they have left the queue.
Will there be a record of customers that joined the queue?
A daily history will detail who joined the queue, who was helped, and who removed themselves from the virtual lineup. These insights give retailers the chance to follow up with customers and take the positive retail experience beyond the transaction.