Better workflow and queue management for retail

WaitWell improves the customer experience and reduces wait times for retail stores

Trusted by 400+ locations including these fine retailers:

Get deep insights into your customers, even before they make a purchase.

Retail is a competitive industry. Customer retention is what sets apart a successful business from a failing business. You have a 60%–70% chance of selling to an existing customer, while you have about a 20% chance of selling to a new one. Knowing your clients is essential to meeting their needs, and increasing loyalty.

Shopping cart abandonment often happens when customers have to wait too long for attention from a sales associate. WaitWell reduces walk-aways by up to 60%. That’s because when customers know they can save their position in line while wandering around your location or waiting comfortably nearby, they are less likely to get frustrated and abandon their purchase.

Nobody likes waiting. With WaitWell, you never have to answer the question, “how much longer?” again. Customers can access a status page on their mobile device to view their current position in line and estimated wait time. Customers can even send a text or in-app message if they have a quick question, which staff can discreetly answer without interrupting their current customer. WaitWell is the perfect solution to improve the customer experience.

Actionable service analytics and customer profiles allow you to gain amazing insights into service operations and customer behaviour. From anywhere, you can check up on your various service locations, even remotely. Compare average service times, wait times, and even customer reviews from multiple locations on one simple platform.

With WaitWell, optimizing service and increasing sales has never been easier.

75% of retailers report losing business to wait-related issues.

retail 8 tips for waiting

8 Simple Tips to Make Waiting Painless

Practical steps you can take to improve the wait experience in your retail store.

How Glentel reduced customer walkaways by 27% in the first year of using WaitWell

“Eliminating the lineup was such a big deal for our customers because they can go and shop around and then come back.”

TARIK BELARBI
CUSTOMER SERVICE AND PROJECT MANAGEMENT DIRECTOR AT GLENTEL

Retail locations that use WaitWell experience:

Communicate directly with your customers

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 from current and past customer visits.

Custom communication

Tailor communication based on service type, service stage, time and location with automated notifications. All of our communication templates are fully customizable.

waitwell ticket history
waitwell service analytics

Increase average customer spend through data intelligence

Customer reviews

Track visitor feedback by service provider, service type and location. Feedback is attached to ticket history, making these ratings and reviews actionable. View and sort reviews by region or store location.

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.

Serve more customers in less time

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 visitors 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 queue feature
waitwell appointment feature

Customers arrive just in time for service

Free up staff time

WaitWell makes it simple for visitors to make, change and cancel their own appointments, even outside store hours.

Fill schedules

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 filling your waiting room.

Self-serve check-ins

Visitors with appointments respond to a text 10 minutes before t 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. Customers arrive prepared!

Reduce customer walk-aways

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 customers 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 store. WaitWell notifies visitors when there is space for them. Keep your line constantly moving in your store!

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 feature

“WaitWell helps us to keep our focus on providing quality feedback so that dog owners can build upon the work we are doing at our DaySchool.”

JOE SCORGIE, CLEVER CANINES OWNER

Improve your customer retention, and take control of your business on one simple platform.

Retail locations across North America trust WaitWell to provide actionable service data and customer insights. Talk to us today to see how you can digitally transform your service operations.