Government Service Centres – Customer Management
Managing customers within a Government Service Centres can be tricky at the best of times. Queue Management (as it used to be known) is a process of managing customers within your service centre whether this is face-to-face or virtual as well as online appointment booking. Today, we refer to this process as ‘Customer Management‘ or, Customer Experience.
Whatever you call it, it’s the process of eliminating waiting in line by allowing your customers multiple touch points in the order for they can interact with you.
Customers can, for example, use your website to view services on offer, join a virtual waitlist or, book an appointment From their mobile phone, they can also utilise interactive messaging or, if they wish, use a touchscreen kiosk within the Service Centre. The final method is to speak to a Concierge who will ‘meet & greet’ at the door. Concierges can use the Hague QMS Concierge App.
The difference with Hague QMS is clear; once your customer has joined a virtual queue, they are free to do what they want. Hague QMS will keep them informed of their wait time and automatically call them back when it’s their turn to be served. Gone are the days of ‘take a ticket & wait” and those tinny voice announcements “customer 123 to counter 2”.
If your customers are not ready yet? Not a problem, simply push yourself back in the queue or, book an appointment for another day.
Once the service has finished, your customers will automatically receive an SMS asking them for their customer feedback.
Just some of the reasons your customers will love Hague QMS:
Why not set up a separate Virtual Meeting or Telephone call-back service? The customers will receive instructions on how they can get in contact which will include meeting IDs and passwords.
Let your customers use their mobile phones to join a virtual waitlist or select a service. Hague QMS provides interactive information such as “how long before my turn“? ‘Where do I go’ and can even include location maps.
Allowing interaction ensures that your customers don’t just sit in the waiting area, they are free to get a coffee or catch that latest Tweet
Click to Chat
As Hague QMS SMS is interactive, why not offer an option for your customers to ‘click to chat’? Click to Chat will use a third-party application and potentially remove the need for a customer to see an advisor…that’s a real time saver!
Every customer will have a million and one Apps on their phone. Social media apps will be their favourites but, what about the one they can use to interact with Customer Services, your Government App.
Hague QMS will integrate into your Government App by either web URL (easiest and quickest implementation) or, fully embedded.
Let’s face it, all customers will be familiar with your App therefore it follows that you should use it for more than an information share.
As with your App, shouldn’t you be using your council website for more than information sharing? Why not let customers view services on offer and then interact with those services, join a virtual waitlist, or book an Appointment?
Whilst many queue management systems require a business to have ‘user licenses’ servers and all the complexities that usually come with a queue management solution, QLess doesn’t. With Hague QMS, we don’t care how many counters you have. We don’t care how many people use Hague QMS within your Service Centre. With Hague QMS, you can use the solution wherever and whenever you want with the added benefit of no restrictions on the number of users that you’ll need to run your business effectively.
There are a number of advantages of unlimited licenses however, we believe one of the biggest is the fact that you can deploy as many Concierges in your service centre as you need.
There is no doubt that Hague QMS queue management is the most advanced queue management system available in Australia. In addition to the functionality of touch-screen kiosks, SMS interaction, Concierge, web and App access, Hague QMS also incorporates Appointment Booking.
Hague QMS Appointment Booking allows customers to pre-book appointments with a specific resource or service. Once their appointment is selected, QLess checks the staff member’s calendar and confirms or cancels the appointment. Once confirmed, the customer receives an email and SMS…they will also receive an SMS two hours before their appointment t and so no more ‘no-shows’.
All appointment slots are managed by you and whilst you can always schedule holidays or special event days, there will always be the ‘unseen’ sick days. No worries as Hague QMS will also manage these ensuring your students can only book when staff are available.
Ok, so your customers have joined a virtual queue, booked an appointment, they have waited in the coffee shop instead of a long line and now, they have been served…what next.
The part that is missing from every customer queue management solution is the ability for the customer to tell you exactly what they thought of the service they received! Whilst some feedback may criticise the way you run your service centre, you’ll definitely welcome the feedback (the good or bad).
With Hague QMS, once the student has been served, Hague QMS will automatically send the customer an SMS with a link for the survey. The staff member doesn’t have to do anything. Once the customer has completed the survey, all submitted surveys can be reviewed. What’s more; as a business, you can change the questions asked, the format of the survey and the feedback format…easy!
Hague QMS – Staff Portal
When a staff member logs onto Hague QMS, the first screen they are presented with will be their ‘Daily Feed’.
The Daily Feed contains information such as the Appointment scheduled for today, Intranet feeds, links to third-party products such as your CRM or Knowledge Management solution, recognition badges and rewards and other related information. The Daily Feed page can be accessed at any time of day and is customizable.
Let’s talk about Integration
Gone are the days when each system was standalone. Today, we live in a connected world and as such, why should your Service Centre solutions be the same?
If you are using a CRM or Knowledge Management solution to manage all external communications with your students, why can’t your service centre utilize this within their daily operations…. well, now they can. Extended usage of CRM and Knowledge Management interactions ensures all your data is exactly where you need it.
We know that everyone is different and that’s why Hague QMS offers multiple language choices out of the box.
If you still require a touchscreen kiosk, no problem; Hague Australia can provide them.
Our commercial touchscreen kiosks use the latest 22″ LCD technology backed up by HP & Dell’s latest processors. If you require ticket printing, MSR readers or ID Scanners, again, not a problem as these can also be provided.
Our range of touchscreen kiosks is fully branded using your logo and colour scheme.
Now for the best bit…
There are no large upfront investments or elongated projects. Hague QMS includes unlimited users, all software, professional services, software & help desk support, all future software upgrades and access to the latest customer queue management solution available today. No more user licenses, servers or support contracts to manage.
As the industry leader, worldwide, Hague Australia equip organisations large and small with flexible solutions that provide absolute control over scheduling customers, students or patient visits.
Deployed in Education, Government, Healthcare, Retail and Financial Services in Australia and around the world.
Benefits of Queue Management
You can quickly start seeing the benefits:
- Real-time queue management and service data across all your service centres, campuses or healthcare facilities
- Interactive SMS and Appointment Booking via mobile phone, App, Concierge tablet, iPad kiosk, website or automated voice calls
- Free to integrate into third-party CRM and customer databases
- Reduced no-shows, and cancellations and improved sale conversion rates
- Improve staff morale and productivity as staff will know why the customer has come to see them
- Increased revenues within your retail spaces and cafés as customers enjoy their free time
- The option of free-standing touchscreen kiosks
- Self-learns transaction times and can, therefore, predict the service time offering staff and management a better understanding of the resources required.
- Automatically manages the customer flow and helps introduce operation efficiency through real-time management reporting.
- Used in over 60 locations in Australia and 1,000’s worldwide
- Has saved 100 million customers more than 6,000 years of waiting
- Concierge and consumer App for iPhone and Android are free
- Appointment Booking manages the whole Appointment process
- Real-time customer feedback provides valuable insight into the customer visit
Want to know more about Queue Management, click Here
Why not get in touch and let’s talk about how Hague QMS can improve efficiencies within your Service Centre Click HERE