Apart from the benefits of queue management systems described above—ensuring customer satisfaction and generating higher revenue—this solution can also improve staff productivity.
If your team feels supported and valued, it will be more involved and proactive. Also, by making their tasks less tedious and more fulfilling, your business will benefit in the long run.
1. Automating Queue Management Processes Aids in Distributing the Workload Evenly
Some situations and services require the use of more complex queues like tandem queues (also known as queues-in-series) or priority systems.
In the retail industry, for example, a tandem queue may form at an electronics store that allows customers to pay in instalments. The buyer must first visit the clerk who performs the background check and prepares the contract, then proceed to the cash register desk to pay the first instalment of the product.
A virtual queue management system could help streamline the operation by asking the customer to send the necessary data before arriving at the store. The staff can then elaborate the payment plan so that the client only needs to sign it when they arrive, and then proceed to checkout.
This can improve staff performance because they are not overburdened with multiple tasks at once; they are, instead, distributed more evenly throughout the day.
2. Staff Can Focus More on Customer Experience
A queue management system can be part of an ampler system that analyses consumer data, which is necessary for your enterprise to understand their needs and behaviours.
It is a practical solution in retail because if designated staff members have access to the buyer’s data like their previous transactions, they can provide tailored services to meet customer expectations.
A virtual queue management system also connects clients to employees who have the necessary skills and experience to assist, which can help prevent confusion or frustration on the customer’s end by eliminating the need to go from one employee to another and repeat their inquiry.
3. Happy Employees Lead to Happy Customers and Vice Versa
“Customer and employee satisfaction are two sides of the same coin,” two expert economists from Glassdoor said. By analysing the data collected on their platform over the years, they have discovered a strong correlation between employee well-being and customer satisfaction.
They have also concluded that this correlation is the most present where employees work directly with consumers—like in retail and hospitality. On the other hand, in manufacturing and IT, the relationship is not as strong because the staff does not usually interact with the buyers.
Having said that, it is a well-known fact that digitalisation is a must in the business environment. With the aid of technology like online booking platforms and digital queue management systems, not only do you keep up with your competition, but you also give your staff access to the newest tools that help their job performance.
Not having to deal with redundant tasks that can easily be automated will allow them to handle more fulfilling jobs, thus ensuring higher staff productivity (and, ultimately, better customer service).