Better queue and workflow management for banks and credit unions

Improve service and customer loyalty with powerful scheduling and communication tools.

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:

  • QR code
  • Website
  • SMS text
  • On-site kiosk
  • WaitWell app
  • Staff member

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”
banking 8 tips for waiting

8 Simple Tips to Make Waiting Painless

Practical steps you can take to improve the wait experience at your bank.


Regina Police Services reduces no-shows by 66% with WaitWell


“The ease of use, support and affordability of Waitwell cannot be understated.  It allowed us to modernize our QMS processes while at the same time providing detailed reporting and increased customer satisfaction.  Highly recommended.”
MATTHEW CARLETON
REGINA POLICE SERVICES

Banks that use WaitWell experience:

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.

WaitWell-Hold
WaitWell-Appointments

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.

waitwell-service-analytics

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.

waitwell-ticket history

Reduce staff stress levels, serve more visitors in less time and receive actionable data and business insights.

Customer satisfaction is so important when deciding what bank to choose. Customers want a bank they can trust. Make the choice easier by optimizing service delivery. Get in touch and find out how your bank location can use WaitWell today.