Using Q-Flow, you can expect to see the following parameters significantly improved:
- Waiting Time – reduced by 10% or more
- Customer Satisfaction (survey ratings) – improved by 5% or more
We can easily demonstrate how such improvement can be achieved:
- Q-Flow streamlining tools (see How Do I Maximize Efficiency) let you speed up the service process and improve agent efficiency. By maintaining the present level of staffing, these tools will yield shorter queues and faster service.
- Q-Flow welcome message can be printed at a self-service kiosk or handed by a receptionist. This message includes everything an arriving customers needs to know – their place in line, walking directions to the required department, papers that need to be prepared prior to service etc. This gets the customer immediately oriented.
- Q-Flow digital media can be used to entertain customers as they wait, and even tailor digital contents to the present audience. An enhanced waiting experience will make your customers feel at home, and waiting time will appear to be shorter.
- Q-Flow queue progress display lets waiting customers follow the service process, estimate how long they need to wait, and see that their place in line is kept. This eliminates uncertainty and (as proven by studies) reduced the perceived waiting time.
- Q-Flow prioritization control lets you choose which customers you want to provide the best service, based on their segment or individual parameters. By making sure your resources are focused on your most valued customers, you can reach an optimal balance between different service parameters.
The bottom line: Q-Flow helps you improve all the important parameters of customer service, both objective and subjective. Many organizations reported a reduction of 10% or more in waiting time after using Q-Flow for less than a year.
