All blog articles
Appointment Scheduling
Omni-Channel

The New Normal in Appointment Scheduling

September 15, 2020

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.

We're looking at two types of scheduling:

  • There's scheduling in the narrow sense, in which one is planning an onsite appointment.
  • And, there's scheduling in the broader sense, where every B2C interaction would be booked in advance.

Scheduling everything makes sense. Because when something is planned, and has a particular time slot assigned to it, it takes away the uncertainty. When work is certain, it becomes easier to manage, to allocate staff and resources, to meet KPI goals, and maximize efficiency.

The reality of a world where congestion has to be avoided and exposure time minimized, today forces service providers to use slot reservations, even where once it was unthinkable: we book slots to go to the mall, to buy train tickets, or to enter shops.

As this becomes a habit, it gets easier to also accept booking appointments for online interactions: we would schedule a video appointment, a phone call, perhaps even a chat. And as we learn the benefits of better time management not just to the business, but also to the consumer side, the habit will stay.

It's also likely that many businesses will learn that better control over store visitors isn't just efficient, but also increases sales. By switching from a high-traffic strategy to a strategy of personalized approach and paying greater attention to a smaller number of identified customers, visitor value may rise.

So, The New Normal in appointment scheduling is very likely to include:

  • Reserving time slots to enter locations where once, entrance would be unlimited.
  • Booking online meetings and interaction of all sorts.
  • Supporting the above, businesses would encourage and enable scheduling through any channel available: web, social media, mobile apps etc.
  • Helping people navigate a world where everything is scheduled, personal automated assistants or bots would manage your calendar for you, moving things around if necessary based on your personal requests and constraints.
  • Over time, your devices would help you stick to your schedule. Your phone would remind you of your video call and connect you to it on time, and if you need to get somewhere, it will instruct your autonomous vehicle to take you there.

Is your appointment scheduling system ready for these new challenges?

Contact us to learn more about how Q-nomy's omnichannel queuing solutions can help your prepare for the future of customer service.

You may like these articles too

August 31, 2023
Appointment Scheduling
Customer Experience
Queue Management

Revolutionizing Student Services with Queue Management and Appointment Booking Software

The student experience in colleges and universities extends beyond just the classroom. Whether it's waiting for a consultation with an academic advisor, registering for courses, or seeking financial help, students often find themselves navigating through a maze of queues and waits. However, advanced queue management and appointment booking systems are increasingly being adopted by educational institutions to streamline these processes and create a more efficient and less stressful student experience.
May 15, 2023
Customer Experience
Omni-Channel

Elevate Your Retail Experience: Say Hello to Video Calls on Your Website

Providing exceptional customer experience is paramount to success. Our latest innovation, embedded video calls, revolutionizes customer engagement by seamlessly integrating video calls into your website, unlocking a range of powerful advantages for retailers.
April 10, 2023
Customer Experience
Omni-Channel
SaaS

Revolutionizing Small Clinic Operations with Cubu by Q-nomy

At Q-nomy, we've been helping large medical centers manage patient flow, appointments, and interactions for over 20 years. But what if you're a small clinic with a limited budget and resources? That's where Cubu comes in.
August 18, 2022
Omni-Channel
Q-App

Virtual Lobby 2.1 Is More Than Just Another Release

The word "Queue" may seem like it's just the letter "Q" followed by four silent letters, but in reality, they're just waiting for their turn.
June 13, 2022
Banks
Customer Journey
Government
Mobile App
Omni-Channel

The Customer Journey Hub: Q-Flow Virtual Lobby

Have you ever waited to get serviced at a bank, government office, or another service center where you take a number only to think, “why can’t this be done on
May 18, 2022
Appointment Scheduling
Customer Journey
Queue Management

Our Recipe for Perfection: Scheduling, With a Side of Visit Management

As the retail industry grows and advances year after year, the need for a solution that encompasses each aspect of a customer journey becomes more and more
February 17, 2022
Omni-Channel

How To Maximize Revenues With A Safer Shopping Experience

If there is anything we have learned since the whole Covid saga began, it’s that both consumers and retailers need to make changes in the way they function, to
January 5, 2022
Banks
Omni-Channel

Post-COVID Banking – Evolution or Revolution?

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.
July 13, 2021
Appointment Scheduling
Customer Experience
Telecom

The Value of Appointment-Based Services: A Post Pandemic Behavior Requirement

The world has changed over the last 18 months – and many of the improved transactional changes are here to stay. Consumers now demand seamless digital experiences, including scheduling appointments online.

We help streamline your physical & digital customer journey

Request a demo