Customers are constantly evolving and so are customer experiences. The new-gen customer clearly knows product/service features beforehand, is finicky about value for money and thrives on instant gratification. If customer was king all these years, the crown now rests on customer experience.
Here are 5 queue management system trends to look out for in 2020 that revolve around the customer experience aspect:
1. Automating vs. Personalizing: Striking a Balance
Streamlining processes through introduction of technology and on-cloud services has resulted in high levels of automation. This enhances process speed and reduces human errors – benefits that today’s customers expect as a given. Additionally, they also look forward to personalized service offerings and customized benefits.
An intelligent queue management system maintains a balance of automation and personalization by adding just the right touch of human intervention in otherwise automated processes.
2. Assessing Customer Experience
Knowing what customers feel about your particular product or service, business, brand, etc. lets you identify what you have done right, determine the bottlenecks and implement measures to correct these. Moreover, customers in 2020 are increasingly inclined to be heard.
An agile feedback module in a comprehensive queue management system facilitates customers to share feedback that can be assessed for business process improvement.
3. Adopting Preemptive Customer Service Strategies
With evolving levels of personalization, customers are beginning to expect businesses to ‘know’ customer choices and receive tailor-made services accordingly. Customers want businesses to understand their needs even before they have actually visited the store or facility. Businesses are also eager to profile customers, their interests, and buying behavior to upgrade their offerings.
Identifying key customers, categorizing, and preempting customer choices enable businesses to adopt in turn preemptive customer service strategies to enhance customer experience, which can be possible using a queue management system.
4. Augmenting Employee Experience for Enhanced CX
Unhappy employees mean disappointed customers, especially in the service sector. While several preliminary processes of your service offering maybe automated, the brief face-to-face service desk interaction makes all the difference in the customer’s perception about your brand. Long-winding queues, crowded reception areas, frustrated customers and uncertain queue length are some factors that result in unhappy service desk employees.
This being the case, a queue management system that is able to provide virtual queuing while assessing the expected customer turnout for a period can reduce employee stress and makes them more effective. And effective employees mean enhanced customer experience!
5. ‘Ad’ding Engagement
Gen-next is never too far away from a screen – be it mobile phones, tablets, VR systems or other devices. In short, screen time is a constant in their lives. What is changing is the engagement form they seek. For businesses, this means evolving advertising channels to reach customers.
Since constant engagement is integral to the 2020 customer, long wait in queues are boring – unless it involves engagement. An advanced queue management system allows visual display and advertising to reduce the overall perceived wait time.
With these queue management trends in mind, choose the queue management system that can help streamline your business!