All blog articles
Customer Journey
Omni-Channel
Queue Management

Reopening Stores and Service Centers, Safely

May 20, 2020

Stores and service centers around the world are now starting to reopen. Businesses and consumers are concerned that required safety measures would render the new customer experience unpleasant. Technology can certainly help alleviate some of these fears.

Customer journey optimization, enabled by dedicated software solutions like Q‑nomy's Q‑Flow, helps reduce congestion in and around stores. Specific techniques are employed at critical points along the customer's journey:

1. Check In

Remote check-in is enabled via a mobile application or embedded in the service provider's website. Need something even simpler? Then how about checking in and receiving confirmation by nothing more than an SMS.

These options mean customers don't need to touch a kiosk or talk to a greeter to check-in for service. Thus, entrance queues are minimized (and hardware costs are also reduced).

2. Routing to Service

As customers check-in and indicate the purpose of visiting, the software can present them with options based on their needs as well as the current situation. If too many people are already waiting at the location, the system may recommend alternative options, such as self-service, or booking a video call instead.

If the required service mandates a face-to-face meeting, the software can suggest scheduling an appointment to a later time – and can let the customer book that appointment.

3. Waiting

Waiting areas have limited capacity, in normal times and particularly at times when distancing is required. Most businesses would be required to regulate their waiting areas and avoid congestion. The software can, of course, take care of this.

If too many customers check-in, any excess visitors who are not allowed in the designated waiting area, would be directed to wait outside, and their phone number be collected so that a message could be sent to them when entering is permitted.

With Q-Flow, organizations can provide safe and efficient customer service. They can even make this a positive experience using personalized messages to waiting customers, and by letting customers know that technology was put in place to care for their health and time.

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