Virtual queues: what are they and how to manage them?
The digital age is bringing with it countless changes. One of them concerns the way in which users queue to get a product or service. Thanks to technology, the way people wait in line has also been modernised and virtual queues are becoming more and more common. In this article, we will tell you what a virtual queue is, how it works and what advantages it has for both the user and the company.
What are virtual queues?
A virtual queue is a system that allows users to book an appointment without having to physically go to the establishment in question. In short, it is like a traditional waiting line, but online, thus saving time in travelling and allowing users to do other tasks while waiting.
How online queuing works
It functions in the same way as the traditional queue: the customer picks up their turn, stands in a virtual line and waits to be assisted when it is their turn. This appointment is taken through a mobile app or the website, by clicking on the corresponding button. Normally, the user is taken to a virtual waiting room, where they will be shown their appointment and the time they have left to be seen.
Advantages of a virtual queue
In addition to saving time for the user, virtual queues also have a number of benefits for the retailer or establishment in question:
- Improved user experience: as it is not a physical queue, the user will have a more comfortable and efficient experience. In fact, they will be able to use the time they are waiting to be assisted to perform another task that is compatible with it. This not only improves the customer experience, but also facilitates the customer journey.
- Resource optimisation: employees will be able to optimise their time by managing queues that may appear in the establishment more efficiently. In addition, in many cases there will be no need for a physical information point, as the management can be done online.
- Adaptation to the digital era: digital transformation is still a pending subject for many establishments, so a virtual queue can be a good starting point for their modernisation.
How to manage an online queue
The management of the virtual queue is, in principle, similar to that of a traditional queue. In fact, you can follow the same steps that Book The City’s queue management software allows: the user will be given a waiting turn, they will wait their time and, at the corresponding moment, they will be assisted by one of the information desks. Here are some tips on how to optimise your virtual queues:
- Use a specialised platform: make sure that the platform you use for your virtual queue has the right technology for good queue management.
- Keep the user informed: the customer does not like to wait, in any case. A virtual queue, although it may be less tedious, is no exception. Therefore, it is essential that you keep the user informed of how many queues are left, as well as the average time they have left to wait.
- Staff training: good technology is not enough: your employees must know how to use it in order to get the most out of it. Train your staff properly so that they can deal with any problems they may encounter with the new application.
How to be first in a virtual queue
The reality is that, just like in traditional queues, there is no other way to be first in a virtual queue than to be exactly that: the first one to arrive. What you can do is follow a few tips if you know you are going to face a virtual queue:
- Download the application: don’t just rely on the web version. If there is an app for the virtual queue you are going to join, it is better to download it and do the process through it.
- Anticipate: find out when the virtual queue will open so that you can be at the front of the queue. For example, if you want to queue for concert tickets and you know when the pre-sale opens, be aware of it a few minutes before it opens.
- Make the most of your time: you may not be the first in the virtual queue, but do not let this discourage you. If you know you are going to be waiting for a long time, take the opportunity to do other things, perhaps check out other products or services that might interest you, or plan an itinerary related to what you are interested in buying.
