How to improve customer wait time

Ask anyone in Customer Service and they will tell you that management of customer wait time is difficult to predict.

We all know that sometimes we have to wait for service however, it’s not how long we wait which is important, it’s how we wait.

Hague QMS allows customers (whether these be customers, students or patients) to interact with the services on offer, book their place in line, and book an Appointment for a Virtual meeting with your staff.  Hague QMS will show real wait times and allow customers to wait where they want whether this be in your service centre or, in a coffee shop close by.

Hague QMS has proven to be an invaluable tool in helping Australian businesses improve the customer experience.

Here are some tips on how to improve customer wait time:

• Set clear expectations: Let customers know what the expected wait time is before they start waiting. This will help to manage their expectations and prevent them from becoming frustrated.
• Communicate when there is a delay: If there is an unexpected delay, be sure to communicate this to customers as soon as possible. This will help to keep them informed and prevent them from feeling like they are being ignored.
• Keep wait times pleasant: Make sure your waiting area is comfortable and inviting. Offer customers something to do while they wait, such as reading materials, free Wi-Fi, or refreshments.
• Create self-service opportunities: If possible, offer customers self-service options so that they can help themselves without having to wait in line. This can include things like online chat, knowledge bases, or FAQs.
• Offer a call-back option: If customers are willing to wait, you can offer them a call-back option. This will allow them to give you their contact information and you can call them back when it is their turn to be served.
• Train your staff: Your staff should be well-trained in how to handle customer inquiries and complaints. They should also be able to provide customers with accurate and up-to-date information.
• Optimize staffing: Make sure you have enough staff on hand to handle the volume of calls or customers you expect. This will help to reduce wait times and keep customers happy.

By following these tips, you can improve customer wait time and provide a better experience for your customers.

Here are some additional tips that you can use to improve customer wait time:

• Use a virtual queue management system. This will allow customers to join a queue from anywhere and receive regular updates on their wait time.
• Offer appointment scheduling. This will allow customers to schedule a time to be served, which can help to reduce wait times.
• Provide customer service representatives with the tools they need to be efficient. This includes things like access to customer information, knowledge bases, and training materials.
• Monitor wait times regularly and make adjustments as needed. This will help you to ensure that customers are not waiting too long.

By following these tips, you can improve customer wait time and create a positive customer experience.

Hague QMS allows customers, students, and patients to scan a QR code, send an SMS, speak to a Concierge, use a business website or use a touchscreen kiosk to interact with the services on offer.  Once selected a service, Hague QMS will tell you exactly how long you have to wait; we’ll also send you reminders when it’s nearly your turn.  At the end of your service, Hague QMS will send an SMS or email asking for your feedback.

If you want to know more about Hague QMS and how we can help improve the customer experience, please click HERE

Understanding the meaning of customer wait, click HERE