Queueing systems have come a long way – from simple physical barriers before to high-quality digital queueing applications today. With the ever-changing market situation and trends, consumers’ preferences are also changing and evolving. Some may have encountered negative experiences when queueing for how many hours while some prefer to schedule an errand for another time due to long lines and long waiting times.
With technology at our fingertips, businesses now have different options on how they can service their clients and partners better. This 2022, consumers will continuously look for innovative systems and processes that will enable them to be more productive and efficient in terms of tasks management and completion. And one of the innovative systems that businesses and organizations can offer to clients is a queueing management system.
Last 2021, queue management system manufacturers are quite struggling on meeting the new requirements of the consumers. However, this 2022, the general public’s behavior changed completely, therefore, QMS vendors will see the real progress and unparalleled advancements in the queue management system industry as we are now more integrated with digital solutions than ever before. Today, the adaptation and acceptance level for digital solutions and system is now at an all-time high. Here are the advancements of queue management system expected in 2022:
1. Virtual Queueing
Virtual Queueing is not a brand-new feature, but businesses are utilizing it in such a way that it can be presented as a completely new concept this 2022. With this feature, clients can sign up for the queue while they are away from the business or establishment. Therefore, they can do other errands while queueing for another errand – productive, right? The virtual queueing sign-up can also be done through various channels such as website, online customer portal, appointment booking channels, call, SMS, etc. This virtual queueing is also helpful for the staff too, especially this 2022 as we are still in the midst of the Covid-19 pandemic – as clients can queue without being physically present at the branch, there is no chance of getting a large number of clients inside the waiting area.
2. Mobile Queueing
The mobile queuing is by default considered a virtual queuing. This 2022, mobile queuing is considered to be more useful than any other traditional queuing. With this feature, the customers and visitors can sign-up for the queues straight from their smartphone applications. The real-time updates and queuing information can be viewed through their smartphone applications. The customers can be informed by alerts and notifications; thus, this saves a lot of time and provide a lot of useful and good opportunities for both businesses and clients. This is also because it can provide a direct and personalized communication channel. Businesses can ask for feedback and clients can raise their concerns via the QMS installed in their smartphone applications.
3. Queue Management System Integration with Software and Hardware
In the year 2022, we are expecting that some businesses will start relying on software and hardware integration with their queue management solutions. This is also because businesses are always in search for new methods and possible ways to maximize their customer’s experience while also prioritizing on minimizing the load of their employees and resource consumptions. Thus, most companies find out that integration is the solution for that.
The integration, most of the time, leads to automation, which not only improves efficiency of the business, but it also increases profitability. Today, whether it is a machine to machine or human to human communication, information availability at the right time and at the right place is crucial. This is also why this 2022, businesses and clients will demand more interconnected solutions to serve them better. This solution will allow them to not only improve customer experience and customer journey but will also help them to increase their employee performance and to achieve more efficiency and profitability.
The queue management system should be able to effectively manage customer journeys, as hardware and software will help them identify the customers, their demands and applicable service requirements. Moreover, if the queue management system is connected to the customer database, it can automatically retrieve the data and information required by a staff to serve the customer and to deliver the required service. This makes the process very fast and reduces the service delivery time as well.
Lastly, the queue management system is a very compelling tool for customer journey improvement and transformation. As there has already been several improvements and advancements in the queue management systems in the last few years, 2022 will definitely be the year of continuous great innovations for the industry. It will take the customer journey to another level and increasing opportunities to the integration of the queue management systems, therefore, providing the best support for customer demands and expectations.
