In a world where time is a scarce resource, one of the main problems faced when it comes to in-person service is long wait times in line, an issue that goes beyond mere momentary inconvenience.  

Nowadays, time has become a valuable resource in the busy lives of your customers, and prolonged waiting not only causes immediate dissatisfaction, but also directly affects the overall perception of the quality of service provided.

Customers who face long lines often experience a feeling of wasted time, which can lead to a sense of disrespect on the part of the company. This negatively influences the brand image and impacts customer loyalty, damaging the company's reputation in the market.

The impacts of the lack of investment to reduce waiting times in line

According to a study released by Lavi Industries, about 90% of customers say they would switch retailers just to have shorter lines. This statistic reflects the crucial importance customers place on time and efficiency during their interactions with companies.  

Read also: 3 Advantages of using queue management software in retail

The preference for shorter lines is not just a matter of momentary convenience, but a determining factor in choosing where to shop or use services.

In addition, the study highlights that waiting time has significant psychological implications. For example, after just 5 minutes, the customer's perception of waiting time is amplified, making the experience even more stressful than the actual time spent waiting.  

Another critical point is the tendency of customers to leave a queue after 3 minutes if it is not constantly moving—a behavior that highlights the importance not only of reducing waiting times, but also of maintaining an efficient dynamic in face-to-face service to avoid premature customer loss.

According to the study, the lack of transparent information about waiting times and queue progress is another issue that impacts customer decision-making. This is because not knowing how long they will have to wait or when they will be served contributes to anxiety and significantly increases dissatisfaction.  

How NextQS solves these problems

When facing challenges such as the difficulty of managing waiting lines, the NextQS solution emerges as an essential differentiator for optimizing the customer experience in face-to-face service. Here's how:

Efficient organization for entering the queue  

Problems arising from long and disorganized queues are effectively solved by NextQS. By offering a complete ecosystem for queue entry and real-time tracking, our solution features powerful capabilities that simplify management and improve the customer experience, such as:

• Self-service kiosks: NextQS offers touch screen self-service kiosks, providing customers with a simple and elegant way to generate their tickets, requiring only a Wi-Fi connection.

• Reception and Screening: With the screening application, attendants can efficiently welcome customers, whether using the same work computer, tablets, or smartphones, streamlining organized inclusion in queues.

• QR Code: In the waiting room, customers can conveniently join the virtual queue using a QR Code available at reception and their own smartphones, eliminating the need to download additional apps. Alternatively, make the QR Code or link available on your website, allowing for greater mobility by joining the queue remotely.

Transparency in waiting times

NextQS overcomes the lack of transparent information about waiting times. By providing real-time information about progress in the queue and estimated wait times, the solution allows customers to monitor queue developments more conveniently and freely wait wherever they want. This is possible thanks to the following features:

• Virtual queue: When joining the queue via QR Code or a link in the tickets sent via WhatsApp, Telegram, or SMS, customers have access to an incredible queue interface, updated in real time with accurate information about their position in the queue and estimated wait time.

• Wait in Multiple Queues: Customers can simultaneously join multiple service queues, allowing them to continue progressing in one queue while being served in another.

• Call Numbers: NextQS's exclusive application for calling numbers on TV provides style and modernity. The interface can be customized via the manager and, through artificial intelligence features, is capable of signaling appropriately, announcing the number of the turn, or calling the customer by name.

• Real-time monitoring: NextQS allows alerts to be sent about proximity, service forecasts, and ticket numbers directly via WhatsApp, Telegram, or SMS, eliminating the use of paper tickets and providing real-time monitoring of waiting times.

This transparency not only reduces anxiety, but also contributes to a more positive, informed, and delay-free experience throughout the entire process.  

Enhanced customer service experience

To overcome dissatisfaction while waiting for service, NextQS offers features that work together to significantly improve the customer experience. These are:  

• Service policy and flow: Through an exclusive configuration feature, you have the control to define simple and complex service policies. Adapt the service flow according to the specific needs of your process, ensuring the implementation of the desired flow.

• Digital Signage: Use the digital signage application to display videos, images, and other content configured by your team, reinforcing your brand presence and presenting products and services to your customers while they wait in line.

All this with the convenience of 100% remote configuration and management.

Additional benefits of NextQS

NextQS offers additional benefits that aim to solve specific challenges in different industries, providing a versatile and adaptable solution. Check out how NextQS stands out:

Adaptation to different sectors

NextQS is highly versatile, covering a wide range of sectors, such as hospitals, clinics, bars, restaurants, public services, commerce, events, companies, fast food outlets, pharmacies, education, parking lots, and many others.  

Regardless of the segment, NextQS adapts to the particularities of each business, delivering customized solutions for your queue management.  

Data-driven decision making

Our solution efficiently collects and organizes data, enabling companies to make assertive decisions. Metrics such as service SLAs, KPIs, and detailed reports are available, empowering organizations to implement continuous improvements in service based on accurate information.

Quick and uncomplicated implementation

NextQS offers quick and uncomplicated implementation, with the support of specialized consultants. Thus, the solution is tailored to meet the specific needs of each client, ensuring a smooth transition, minimizing the impact on operational processes, and accelerating the benefits of NextQS.

Come to NextQS!

Optimizing customer service is an undeniable priority for any company seeking to provide a positive experience. After all, the problems faced by customers due to long queues and disorganized processes can have a negative impact on the company's image.  

The good news is that these and other challenges can be overcome with the innovative features of the NextQS solution. By investing in efficient queue management, transparency in wait times, and an improved customer service experience, companies not only solve customer pain points, but also build a solid foundation for satisfaction and loyalty.  

Request a quote today and discover how NextQS can revolutionize customer service at your company. Your journey to an exceptional customer experience starts here!