Using Mobile Queuing Appointments to Improve Customer Experiences

Using Mobile Queuing Appointments to Improve Customer Experiences

Sven-Olof Husmark |January 19 2015 3 min

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of engagement. Mobile engagement empowers people to take the next most likely action in their immediate context and in their moments of need.

A mobile customer journey management solution is the glue between the virtual and physical world empowering customers to act more freely, reserve a time with a service provider and understand where to get the fastest service. It also provides customers with the possibility to support their journey in a physical location making it a personalized experience.

Using Mobile Queuing Appointments to Improve Customer Experiences

For example with a mobile application, customers can join a queue and get directions before they arrive. In fact, it starts the moment they think of the service they need. Simply put, it reserves their place so that they are there before they arrive – saving time and improving efficiency. Customers can also make online appointments, they can dynamically manage their appointments and they can check in into locations when arriving.

However, it is crucial for service providers to manage all the customer journeys in an efficient way. I see too many examples of startups and also established suppliers giving bad advice to their clients. Just jumping on the mobile trend or allowing customers to start booking online without having a strategy and system to arrive all customers in an efficient, fair and smart way is doomed to failure.

Using Mobile Queuing Appointments to Improve Customer Experiences

Not managing customers with appointment seamlessly with customers walking in can result in more negative comments from clients than before the system was implemented. You don’t for example want to have customers ending up in a queue for an appointment they did online.

The reason that this happens too often is that many suppliers don’t have a robust and dynamic queue engine in place. This is why this engine is at the core of any Qmatic solution. We know how important it is to get it right in order to deliver superior customer experiences to everyone.

Thus, do explore the opportunities with mobile and allow your customers to make appointments online and in their phones. But don’t forget all other customers arriving at your location. They are equally important – if sometimes not more – as your customers arriving through mobile journeys.

Sven-Olof Husmark

Sven-Olof Husmark

Vice President & Chief Marketing Officer, 2013-2017.

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