Powering remote service delivery with WaitWell’s virtual queuing

Transcript

Introduction [0:00]

Hi everyone, my name is Cassy, and today I’ll be walking you through our virtual service use case—a powerful solution that allows service providers to assist customers from anywhere while giving customers the flexibility to receive service from anywhere. This makes access to service more convenient and seamless.

Use case and industry applications [0:17]

For today’s demo, I’ll be showcasing a university site, as we found that many of our university customers love this feature and use it frequently. However, this virtual service model is also widely used in healthcare, veterinary services, DMVs, and more.

Joining the virtual queue [0:29]

It all starts with a visitor joining the virtual queue. In this example, I’m demonstrating how they can do so by scanning a QR code, but they can also join through a link on your website or at an on-site kiosk. Visitors also have the option to book an appointment for virtual services in advance.

Providing visitor details [0:45]

To join the queue, visitors will be asked to provide their details, including their name, phone number, and email. They will then choose the option to attend the meeting online.

Real-time updates and meeting link [0:55]

After joining, they receive real-time updates about their place in line and are kept informed throughout their wait. When it’s their turn, they are sent a one-time-use link to join the virtual meeting with the service provider. This link is secure and can only be used for that session. All they need to do is click on it to connect with the staff member.

Communication options [1:12]

Visitors receive messages and updates through our web-based app, which only requires an internet connection or cellular service. Alternatively, notifications can be sent via SMS or email, depending on your organization’s preferences.

Staff interface and queue management [1:25]

Now let’s take a look at the staff side. Here, you can see the queue screen where my ticket appears. A staff member can either drag and drop the ticket to themselves, click “Next” at the top, or use the “Assign to Me” button. Once assigned, they simply click “Meet Online” to start the session.

Starting the virtual meeting [1:40]

After selecting “Meet Online,” they have the option to invite others to the call or directly join the meeting. This opens up the meeting window seamlessly.

Integration with popular platforms [1:49]

We integrate seamlessly with Microsoft Teams, Zoom, and Google Meet. No matter what your team is already using, our virtual service solution works with the tools you rely on.

Conclusion [2:01]

And that’s our virtual service use case! It’s incredibly easy for both staff and visitors to use, and it significantly enhances accessibility and convenience for everyone.

Final remarks [2:08]

Thank you so much for watching! I hope this was helpful, and if you have any questions, feel free to reach out. Have a great day!