5 steps for organizations to reduce customer wait times
Wole Olayinka • November 13, 2024 • Read time: 7 min
A common frustration in many consumer services organizations is the endless wait for services. It’s also frustrating for the administrators as it leads to lost revenue, inefficient staff, and dissatisfied customers. Turning this around isn’t very complicated.
In one of our case studies, we shared how Northern Alberta Institute of Technology (NAIT), a top research college in Canada, saved almost 3,500 hours of student wait time in one year. This enabled staff to serve students more efficiently and enhanced the overall student experience.
In this article, we present practical strategies for reducing wait times, drawing on insights from NAIT and other organizations that have successfully improved service quality.
Consumer services cover a wide range of areas, so the steps below typically apply if you operate in one of these sectors:
Step 1: Transition to (an effective) virtual queuing system
Physical lineups are a primary cause of customer frustration. By shifting to virtual queuing, businesses can allow customers to “get in line” from anywhere, giving them the freedom to go about their day rather than waiting in a crowded lobby or reception area. With a virtual queue system, customers simply check in via their smartphones or a kiosk and receive real-time updates on their position in the queue, reducing physical congestion and enhancing their experience.
Virtual queuing is particularly effective for healthcare clinics, government offices, and high-traffic service centers where wait times are naturally longer. Customers know exactly where they stand in line and can arrive when their turn approaches, giving them more control and creating a sense of transparency that builds trust and reduces perceived wait time.
Step 2: Empower customers with self-scheduling
Another key feature of robust queue management software is self-scheduling. By allowing customers to book their time slots in advance, businesses can reduce rush periods and better manage customer flow. Self-scheduling is particularly useful in businesses that experience predictable peak hours, such as banks, fitness centers, and salons. Customers can book appointments, choose service options, and enter necessary details ahead of time, making the check-in and service experience much faster and more efficient.
Through self-scheduling, companies reduce the demand for walk-ins, which helps manage resources and staffing. Customers, in turn, benefit from reduced wait times and a more personalized service experience. For organizations, especially those operating at an enterprise level, this results in smoother operations, happier customers, and ultimately, increased loyalty.
Pro-tip: Many organizations praise WaitWell’s feature that lets clients easily cancel or reschedule online as a key tool in preventing no-shows.
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Step 3: Leverage real-time data for better staff allocation
Queue management systems don’t just benefit customers; they also provide critical data for staff management. With real-time data insights, managers can observe trends, track peak times, and anticipate customer flow. This data allows them to allocate staff more effectively, ensuring they are neither overstaffed nor caught off guard during high-demand periods.
For example, a manager could see that customer traffic typically spikes between 5–7 p.m. and ensure that more staff are available at those times. Real-time data helps avoid bottlenecks and ensures that resources are optimized throughout the day, which directly translates to shorter wait times and better customer service.
Step 4: Keep customers informed with automated notifications
Another significant advantage of queue management software is the ability to send automated notifications. When customers receive notifications about their place in line, estimated wait times, or reminders for upcoming appointments, it reduces the uncertainty that often leads to frustration. These updates keep customers engaged and prevent them from feeling forgotten.
Additionally, two-way communication offered by queue management systems (like WaitWell) allows customers to inform the business if they’re running late or need to reschedule. By staying connected with customers in real time, companies can minimize no-shows and reduce lost revenue while providing a better customer experience.
Step 5: Allow pre-payments and advanced information collection, including document uploads
Creating a seamless experience begins before customers even arrive. By allowing customers to complete pre-payments and provide necessary information, including document uploads, in advance, businesses can dramatically reduce the check-in time. This is particularly valuable in sectors like healthcare and government services, where paperwork can lead to bottlenecks.
With pre-payment and document submission completed online, customers spend less time at the counter, reducing congestion and speeding up service delivery. This approach streamlines interactions for both staff and customers, leading to a quicker, more satisfying experience.
Easy change, major results
Reducing wait times can significantly enhance the customer experience and all it takes is the simple adoption of a robust queue management tool.
Busy service locations consistently testify to the positive impact of WaitWell on their operations, whether transitioning from another queue management tool or starting fresh. With brilliant support, customizability to fit all workflows and use cases, and a robust feature set, WaitWell stands out as a powerful solution for improving service efficiency and customer satisfaction.
