Better queue and workflow management for banks
Improve customer loyalty with seamless communication and efficient service operations
Reduce stress levels with the right tools
Long lineups and crowded waiting areas cause staff stress levels to rise. WaitWell reduces on-site waiting and eliminates lineups, creating a better working environment for service providers.
Increase staff
productivity
Deliver customers to the right place, at just the right time. Intelligent workflows and automated communication means visitors arrive prepared, reducing service times by up to 48%.
Get key insights into service operation
Get real-time insight into service operations with the Dashboard. Uncover service trends with Reports & Analytics. Capture visitor insights with the Customer Reviews feature.
Establish trust and loyalty with your customers.
Bank customer satisfaction in Canada has been going down year after year. Only 43% of customers felt supported by their bank during the pandemic. And nearly four in ten were financially impacted. Support your customers by changing the way service is delivered. 33% of customers say they would contemplate switching companies after receiving poor service just once according to Business Wire.
Customers have several options for joining the line or making an appointment:
WaitWell digitizes service delivery and streamlines operations. Customers join a virtual line through their mobile device or on-site kiosk , or by making an appointment. Appointments and walk-ins are automatically integrated on one simple screen. Give customers the convenience they desire through digital communication and automatic appointment reminders.
Customers like feeling important. And with WaitWell customer profiles, staff can determine their wants and needs before asking. Plus, discover company insights through the service analytics feature. View company-wide analytics, or specific store information. Determine training opportunities for specific positions, and improvements for individual branches.
Increase customer satisfaction and improve productivity at your banking location by using WaitWell.
It takes 12 positive customer experiences to compensate for one unresolved negative experience.
Ruby Newell-Legner’s “Understanding Customers”
8 Simple Tips to Make Waiting Painless
Practical steps you can take to improve the wait experience at your bank.
Banks that use WaitWell experience:
shorter service time
shorter wait times
less line abandonment
Eliminate lineups at your branch
Multi-channel join
You decide how customers join your line. Options include join by SMS text, scan a QR code, join from home on desktop or use an on-site kiosk.
Automate updates
Your visitors will never have to ask, “How much longer?” Customize your status page with all the details customers need to know.
Two-stage wait
Set a capacity for your waiting area. WaitWell notifies visitors when there is space for them . Keep your line moving at all times.
Achieve load balancing
Even out the “peaks and valleys” of demand by letting visitors view the current wait times online so they can plan the best time to arrive.
Make it easy for customers to connect with staff
Free up staff time
WaitWell makes it simple for customers to make, change and cancel their own appointments, even outside banking hours.
Increase productivity
WaitWell combines the predictability of appointments with the flexibility of walk-ins. Fill open time slots with walk-in visitors. Serve more customers every day without adding to your lineup.
Reduce no-shows
Visitors with appointments respond to a text 10 minutes before their appointment to confirm arrival, adding them to your queue screen.
Automate reminders
Decrease your no-show rate with automated appointment reminders. Cut average service time by using communication templates specific to each service type to make sure customers arrive prepared for service
Customers don’t have to wait in line
Replace sticky notes
WaitWell Notes means staff can share critical details with co-workers without having to leave their computer. Keep everyone on the same page.
Put customers on hold
Sometimes customers arrive unprepared for service. With WaitWell, you can put them on hold and they can put themselves back in queue when ready for service.
Transfer tickets
WaitWell makes it simple to transfer tickets to the service provider best able to help. You can even transfer tickets between locations.
Splash Pages
Put key messages in front of clients when they join by adding a splash page to the kiosk or join page. Use for urgent notices, advertising or cross-promotion.
Transform no-shows into future opportunities
Customer reviews
Track customer feedback by service provider, service type and location. Feedback is attached to ticket history, making these ratings and reviews actionable. View and sort reviews and ratings.
Real time dashboard
Get real-time data that managers can use to see staff performance and customer experience at-a-glance. View data for one location or aggregate by region or company.
Sort & Export
All data is sortable by service provider, type, location and region. Filter by date or time range for exact reporting to line up with your assessment period. Export to .csv or talk to us about our integrations.
Powerful reports
WaitWell makes it simple to uncover trends related to service times, wait times, ticket volumes, balk rates, no-shows, cancellations and much more. Use these reports to improve efficiencies.
Increase customer retention and loyalty
Two-way SMS text
Send and receive in-app or SMS messages from customers before, during or after service. Staff send and reply to messages directly from the queue screen.
Waivers & Intake Forms
Automate and streamline collection of information you need to complete services efficiently. Set up workflows to triage clients and collect information specific to selected service.
View Visitor Details
Context is important when providing great service. WaitWell allows staff to see ticket history for the current visit as well as historical visitor data.
Custom communication
Tailor communication based on service type, service stage, time and location with automated notifications. All of our communication templates are fully customizable and easy to change.
