This increases basket size-an opportunity that might have been wasted if people were stuck waiting in a single small area of the store. Store browsing: Customers who enter a virtual queue are free to move about the store and shop while they wait.This helps ensure people will use the system because it’s easy for them to do so. No separate app: With SMS queuing, customers won’t be forced to download an application onto their smartphones, which might feel inconvenient or even intrusive.Here are some pros and cons of queue management using SMS: Pros However, there are also a few caveats you should know about. Pros and Cons of SMS QueuingĪ text message-based queue offers a variety of benefits for businesses and their customers. These could be coupons, suggestions to visit a specific department in the store, notices of future sales, or anything that appeals to customers and offers them value. You already have the customer’s attention with text notifications, so take the next step by sending them promotional offers straight to their phones. You can gather more information on the customer’s needs-through, for example, a user- and smartphone-friendly online form-and the customer can ask questions and get answers before they reach the front of the virtual queue. Texts are more than just a way to send and receive messages-they’re a conversation between your organization and your customers. Also, customers can text the system to drop out of the queue if they so choose. Any delays or other updates (e.g., “We’re adding a customer service representative to shorten your wait time!”) can also be delivered by text. Among the features of virtual queuing: Updated Wait TimesĪfter customers check in, the system can send them notifications updating them on wait times and their place in the queue. However, the best queuing systems offer much more beyond this straightforward process. The basics of SMS queuing are simple: Check in with your phone, get text notifications when it’s your time to receive service, and proceed to service. The customers then return for service-often in a less ornery mood because they weren’t forced to stand in line or stay tethered to a cramped waiting area. The system sends notifications to customers, who are not required to wait near the service counter, to give them more information and alert them when their turns are close. People might also be allowed to check in via SMS ahead of time, before they reach your business. Here’s how a mobile queue management system works: Customers, upon arriving at the store, approach the service counter and scan a QR code with their phones, send a text to a given number, or check in with an employee to enter the queue management system. An SMS queue sorts and manages a waiting line via texts customers receive on their smartphones. SMS is an acronym for short messaging SMS service, which is simply the technical term for text messaging. Here’s a look at the fundamentals of text messaging and queue management. SMS queuing uses texts-a technology most consumers are familiar with-to shorten wait times, increase operational efficiency, and improve the customer experience. However, many businesses don’t take advantage of this powerful communication medium and may not be aware that they can use text messaging to solve their queuing challenges. Of course, organizations sent billions of those texts. 1 That’s an astonishing number, and when you do the math, it’s about 6,400 texts for every person in the United States. In 2019, Americans sent 2.1 trillion text messages from their wireless devices.
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