Eliminate lineups with Queue Management

Reduce wait times by up to 35%

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Lineups drive customers away and cause staff stress levels to rise.

Physical lineups are a source of frustration for customers. Many people say that they will go out of their way to choose a location with a shorter wait time. But it’s not always the wait time that’s the problem. It’s having to stand in a line and not knowing exactly how long the wait will be.

Lineups are also a problem for staff. It’s a challenge for workers to focus on the task at hand when there is a crowd of people staring at them. Not to mention that customers sometimes take their frustration out on service providers after standing in line for a long time.

WaitWell replaces physical lineups with a virtual queue.

Happier customers. Happier staff. More efficient operations.

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CX Scorecard

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100%

less on-site waiting

31%

more efficient operations

77%

reduction in staff stress levels

Customers add themselves to your queue

You decide how you want customers to join your line.

  • Customers scan a QR code or send an SMS text to join by mobile
  • Place a link on your website so customers can join the line from home
  • Add an on-site kiosk to your lobby
  • Staff can add customers from the queue screen
customers add themselves to virtual queue

Staff assign themselves customers

Staff can view all customers in line from the Queue Screen.

  • Browser-based interface – no application install is required.
  • Staff can assign tickets to themselves or other team members
  • Easily view ticket details including time in queue and service required.
easily view ticket details and service metrics from the queue screen

Communicate with customers in line with two-way messaging

Answer quick questions from the Queue Screen

  • Customers send and receive messages by SMS text or two-way messaging within the browser or app
  • Easily respond to quick questions without interrupting service
quickly communicate with customers on their mobile phone

Prioritize customers with higher-needs

Serve customers with accessibility issues or urgent service needs first

  • Manually increase or decrease ticket priority
  • Automate priority based on service type for services that need to be addressed urgently
  • Easily view ticket details including time in queue and service required.
prioritize customers based on your workflow to ensure prompt service

Keep customers updated on current wait time

With the WaitWell status page, customers never have to ask, “How much longer?”

  • View position in line and estimated wait time
  • Send and receive messages to staff
  • Request more time by placing themselves on hold
  • Remove themselves from the line by selecting Cancel
customers can see their current wait time and queue position when using waitwell

Share important service details with team members

Save customer from having to provide the same information twice

  • Place notes on tickets to share service-specific details with team members
  • Edit service type and other service details
notes with key information on the type of service a customer needs are attached electronically to their ticket

Know your customers’ needs before service starts

Get the information you need to anticipate your customers’ needs

  • View ticket history related to current visit, including join time, wait time and all communication with client
  • Click on History to see details of previous visits, including dates, service types and service providers
quickly view a customers previous visits to gain insight on their experience

Transfer customers to another location or service provider

Customers never have to wait in line twice

  • Transfer tickets from one location or queue to another within the Queue Screen
  • Re-assign tickets to another service provider
  • Include notes that other service providers and locations can see to provide a congruent experience for the client
transfer clients to another location so they do no need to get into another queue when they arrive

Place customers on hold

Customers never lose their position in line

  • Place customers on hold from the Queue Screen
  • Alternatively, customers can place themselves on hold by selecting “I need more time”
  • Customers re-join the line by selecting “I’m ready”
  • Customers regain their position in line – no need to wait in line again
Hold your place in line if you need more time

Integrate appointments and walk-ins

Combine the convenience of appointments with the efficiency of walk-ins

  • Customers schedule and manage their own appointments from your wesbite
  • Automate appointment reminders
  • Customers are automatically added to your queue when they confirm they have arrived at your location
  • Customers with appointments are prioritized over walk-ins
appointments and walkins are integrated into one dashboard for staff

Ready to transform service delivery? Reach out today. We’d love to help.

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