Q-nomy's Blog: Customer Experience And More

As versions of Q-Flow advance, so do all the modules that complement it. Our most recent and exciting release is Virtual Lobby v2.1 (and associated Q-Apps)

The Virtual Lobby is a mini-site that looks similar to a mobile application. It provides an environment of a waiting room for customers who booked an appointment and are waiting to receive the service...

We decided to give retail stores a few new options of interacting with their customers. Thanks to our multi-channel customer journey and communications platform, Q-nomy can provide customers with the ability to contact their retail stores over video and have their new “personal shoppers” take care of their purchases...

Post COVID, banks face the same challenges as other organizations – staffing concerns, determining “new normal” customer needs, and finding digital solutions that work across multiple audiences. Finding optimal solutions for hybrid banking is very hard... Now here’s where Q-nomy steps in.

Managing your customer volumes and requests can be challenging at the best of times. Now you are faced with social distancing and capacity restrictions but still need to meet your communities’ service needs. New platforms and ways to interact with citizens need to be developed and deployed:  a digital omni-service approach to delivering government services.

Covid-19 has changed the way government provides service to the population, forcing agencies and municipalities to quickly develop processes and technologies that enabled service delivery despite the limitations of social distancing. The big question here is, which of these new processes and technologies would remain in service after the pandemic is over? and what will be their long-term effect?

A lot has been discussed about an omnichannel service strategy, which organizations should adopt for seamless sales and services experience. Omni-Service is a strategy focusing on human interaction thru various digital channels enabling the service agent, salesperson, and managers, to deliver outstanding customer experience in a straightforward way.  

"Zoom fatigue" is the tiredness, worry, or burnout associated with overusing virtual platforms of communication. Zoom fatigue is particularly hazardous when customer service agents are concerned. And yet, serving customers over video, particularly during times of social distancing, has many benefits. So how can a service provider alleviate agents' zoom fatigue?

Most service providers are now taking steps to reopen their customer service locations or shops under the strict regulations of public health and social distancing. When examined closely, it becomes apparent many of these steps make sense from a business perspective regardless of the current constraints.

We've previously discussed the outlook for queue management, and outlined some of the likely characteristics of "the new normal of queuing for customer service". We've mentioned that this will become inseparable from appointment scheduling. Now let's focus on this latter topic.