Virtual Queuing – Service Queue Management for Social Distancing | Daily News

Virtual Queuing – Service Queue Management for Social Distancing

continued from last week...

What is a mobile ticket?

A mobile ticket is a virtual ticket which is an alternative to a physical or paper ticket. Customers can obtain mobile tickets using their mobile phones.

It provides customers with the flexibility to choose a service of their preference and get in-line, sans the need to get a paper ticket or the help of a staff member.

Further, it provides the convenience and safety of waiting anywhere and the ability to monitor the queue position and receive notifications.

Thus, avoiding the need to be physically present in a crowded waiting area.

Does virtual queuing help social distancing?

Virtual queuing is all about managing the customer journey in a virtual space from the start to end. Thus, customers will be able to maintain a safe distance with the staff members and other customers. Since customers check-in and wait in-line remotely, they avoid interacting with touchscreens or any other device that requires physical interaction. There are several important aspects in the virtual queuing concept which helps maintain social distancing.

Pre-arrival is when an appointment is booked in advance through an online booking system or a phone call. Self check-means when a QR code is scanned, which is placed outside the service premise or self-arrive for an appointment which was created in advance to check-in while maintaining a safe distance. Then the person can wait remotely. Customers can wait anywhere and monitor their queue position and progress remotely, receive a notification when they reach a certain position in the queue and when they are called to be served.

What are the benefits of virtual queuing during the COVID-19 pandemic?

Virtual queue management solutions offer great benefits in an environment where COVID-19 related health regulations need to be adhered by service providers (such as social distancing, limiting service floor crowding etc.), yet it is essential for the service provider that the business operations remain efficient and productive.

Some sectors that will benefit from implementing virtual queue management solutions include Public Administration such as government agencies and public service organisations, Healthcare- hospitals, clinics, COVID-19 test/quarantine centres and other healthcare facilities, Retail, i.e. supermarkets, pharmacies and other essential retail stores and Financial Institutessuch as commercial banks.

As an increase in customer footfall can be expected in establishments operating in the above sectors, a virtual queuing solution will help streamline service efficiency, maintain social distancing, limit the number of visitors, and enable optimising customer experience at face-to-face customer touchpoints while avoiding unscheduled visits to minimise crowd gathering at the service floor. This in turn leads to the safety of customers and the service staff during the pandemic.