Queue Management
Manage customer wait-time expectations and deliver better customer service with our highly configurable, digital queue management software solution.
Drive better service with Digital Queue Management applications
While two-thirds of consumers still prefer to shop and do business in-person rather than online, 85 percent will walk out of a location if they must wait for service.
Implementing digital queue management solutions can help organizations reduce walkouts, acknowledge customers as they enter, and accelerate time to service by offering informed waits.
What is Verint Queue Management?
Using Verint Queue Management, part of the Verint Retail Choreography solution, you can learn more about why your customers visit your locations and help your team offer a more personalized service. By customizing the questions and data collected during the queue management process, you can:
- Proactively manage customer expectations.
- Enhance customer service and increase customer loyalty.
- Increase sales.
- Gain valuable insights.
Main benefits
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Manage Customer Expectations
Eliminate physical lines at your locations and turn frustrating waits into a realistic expectation for service. Verint Queue Management can help you provide your customers with calmer and more informed waiting experiences.
Upon arrival, your walk-in customers can join a digital waitlist that allows them to easily track their wait times and position in line – in real time. It will make customers feel in control of their journeys, while you can capture the purpose of their visit to be able to deliver better service.
Learn how Verint Queue Management can help Virgin Media O2 improve store experience and retain foot traffic.
Enhance Customer Experience and Loyalty
In busy locations, it can be difficult for employees to know who is next in line or estimate how long a wait it will be when asked by customers. It creates unnecessary stress for employees and customers, and unbalanced service hours for your team.
With digital waitlists, you can match your customers with the right associate. With Verint Queue Management, you can ensure customers are waited on in the right order and help your employees use their time more efficiently. To help you offer personalized service, the software captures customer data based on which you can assign the staff member with the right skillset to wait on your customers.
Verint Queue Management enables Specsavers, a multinational optical retail chain, to seamlessly identify customer intent, ensuring they get served by the staff member with the right skillset.
Increase Sales
Improve one-on-one time with customers with Verint Queue Management. Greet and get customers checked into a digital waitlist for available walk-in services upon arrival through:
- Your host or greeter
- A self-service tablet or kiosk
- A QR code
Send automated updates and notifications to customers in the virtual queue about their queue position and anticipated time of service, allowing them to browse or run an errand as they are secure in their position in the virtual line.
Gain Real-time Insights
Use the valuable insights captured in the queue management process to continually improve your ability to manage traffic and drive service delivery and sales. The out-of-the-box and customizable dashboards can help you better understand your queue management operations with valuable data on:
- Why your customers visit.
- How long they wait.
- Arrival patterns.
- The amount of time it takes for them to be served.
- Outcome of the interaction.
Manage Customer Expectations
Eliminate physical lines at your locations and turn frustrating waits into a realistic expectation for service. Verint Queue Management can help you provide your customers with calmer and more informed waiting experiences.
Upon arrival, your walk-in customers can join a digital waitlist that allows them to easily track their wait times and position in line – in real time. It will make customers feel in control of their journeys, while you can capture the purpose of their visit to be able to deliver better service.
Learn how Verint Queue Management can help Virgin Media O2 improve store experience and retain foot traffic.
Enhance Customer Experience and Loyalty
In busy locations, it can be difficult for employees to know who is next in line or estimate how long a wait it will be when asked by customers. It creates unnecessary stress for employees and customers, and unbalanced service hours for your team.
With digital waitlists, you can match your customers with the right associate. With Verint Queue Management, you can ensure customers are waited on in the right order and help your employees use their time more efficiently. To help you offer personalized service, the software captures customer data based on which you can assign the staff member with the right skillset to wait on your customers.
Verint Queue Management enables Specsavers, a multinational optical retail chain, to seamlessly identify customer intent, ensuring they get served by the staff member with the right skillset.
Increase Sales
Improve one-on-one time with customers with Verint Queue Management. Greet and get customers checked into a digital waitlist for available walk-in services upon arrival through:
- Your host or greeter
- A self-service tablet or kiosk
- A QR code
Send automated updates and notifications to customers in the virtual queue about their queue position and anticipated time of service, allowing them to browse or run an errand as they are secure in their position in the virtual line.
Gain Real-time Insights
Use the valuable insights captured in the queue management process to continually improve your ability to manage traffic and drive service delivery and sales. The out-of-the-box and customizable dashboards can help you better understand your queue management operations with valuable data on:
- Why your customers visit.
- How long they wait.
- Arrival patterns.
- The amount of time it takes for them to be served.
- Outcome of the interaction.
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“There has been a reduction in the number of walkouts. More customers are now willing to wait because we can give them accurate waiting times.”
“[Verint Queue Management] has improved customer experience. Customers are willing to wait longer and because their inquiry is logged, it feels more like an appointment, making customers feel more valued.”
“Working with [Verint Queue Management], we’ve been able to allow customers to browse in store rather than stand in a queue not knowing when they are going to be served. So the output of that has really given us some strong NPS success.”
Other Retail Choreography capabilities
Tailor Queue Management to best fit your needs
Verint Appointment Booking is highly configurable and comes with an intuitive interface. It allows you to customize and tailor the solution to meet your business without vendor support.
Let’s say you want to speed up the order collection process and exceed customer expectations. Your solution administrators can easily add a “click and collect” or “buy online, pick up in store (BOPIS)” service to your in-person services. Currys, a prominent electronics retailer, uses our solution to run an efficient order pickup service that allows customers to collect online orders from the comfort of their cars.
In a recent report, we shared three ways you can more effectively capture insights on who is visiting your locations and why, as well as if you are meeting their needs and delivering an exceptional customer experience.
Download the reportCustomer case studies
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Related resources
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Frequently asked questions about Queue Management
With queue management applications, companies can manage customer expectations by creating informed virtual waitlists and calmer waiting experiences. It enables businesses to reduce walkouts, increase sales, and enhance the customer experience.
Today 85 percent of customers will leave a location if they must wait for service. Organizations need ways to retain traffic and accelerate time to service. Implementing queue management software can help solve this challenge.
Online queue management replaces physical lines in front of locations by allowing customers to join a virtual waitlist for available walk-in services. Customers in the virtual line get automated updates and notifications, so they can see their queue position and anticipated time of service in real time.
Queue Management applications can help organizations:
- Proactively manage customer expectations.
- Understand actual customer arrival patterns.
- Deliver better customer service.
- Increase sales and customer satisfaction.
Contact us about Verint Queue Management today!
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