Today, technology is present in every aspect of our lives, including customer service. And that means it's not limited to the digital world.  

Most interactions with customers in face-to-face service, especially when organizing queues, involve chatbots, machine learning, and/or mobile messaging apps. For example, a survey by Opinion Box and Mobile Time revealed that 77% of people who use WhatsApp already receive online service through the app, indicating a significant change in consumer expectations.  

Sectors such as clinics, laboratories, and hospitals, businesses and retailers, bars and restaurants, educational institutions, and even parking lots have already joined the technological revolution to improve the way they offer and manage their in-person customer service. It is against this backdrop that NextQS stands out as an indispensable solution for optimizing and modernizing the organization and management of customer service in various sectors.  

When it comes to queue management, NextQS represents a significant advance in customer experience and team efficiency. The NextQS application goes beyond mere modernization; it redefines the way organizations interact with the public, aligning with growing expectations for more personalized, innovative services in tune with technological developments.  

In this article, we will explore trends in face-to-face service technology in 2024, focusing especially on the quality of queue management and the transformation of customer service.

Transforming in-person service with technology: A personalized and efficient experience

Process automation, Artificial Intelligence, Virtual Reality... These terms are now part of the current vocabulary when it comes to innovation in face-to-face customer service. Artificial Intelligence (AI), for example, plays a crucial role in optimizing operations, automating tasks, anticipating customer behavior, and personalizing their experience.  

By automating tasks such as calling the next person in line by voice, using a password or the customer's own name, and determining priorities according to service policies, AI not only streamlines the process, but also frees up human resources for more meaningful interactions. In addition, AI's ability to predict customer behavior, such as estimating wait times and sending proximity alerts, contributes to more efficient queue management, improving customer satisfaction.

These technologies are transforming queue management and in-person customer service interactions, bringing modernity and efficiency. With them, the customer experience has become a personalized, efficient, and engaging journey, driven by intelligent integration.

Trends in face-to-face customer service for 2024 – and how to prepare to adopt them

1. Humanized Service: valuing the customer experience

Today, companies understand that offering a quality product or service is not enough. Customers are increasingly demanding and seek a complete and satisfying experience.  

As a result, humanized customer service will become increasingly important in 2024 as the key to building customer loyalty and strengthening relationships with the brand.

In this sense, the NextQS solution integrates an innovative set of features to optimize waiting times and transform your in-person service in a personalized way:

• Access to the queue via QR Code: Provides fast and efficient entry into the queue, innovating the customer experience from the moment they arrive.

• Alerts via WhatsApp, Telegram, or SMS: Keep customers informed in real time, offering mobility and accurate notifications about service times.

• Virtual waiting room: Offers an intuitive interface, eliminating the need to download apps and providing a user-friendly, modern experience.

• Simplified screening and reception: The NextQS Agent application facilitates queue entry, allowing employees to assist customers quickly and efficiently.

• Waiting in multiple queues: Allows customers to progress in different queues simultaneously, an innovation that revolutionizes the service experience.

• Self-service kiosks: Modern , customizable, and simple to operate, they offer an alternative for scenarios that require a more traditional approach.

2. Omnichannel Strategy: Integrating platforms for service efficiency

The omnichannel strategy is no longer a novelty in the digital environment, but when it comes to in-person service, its effective application continues to be a significant differentiator. In queue management, the omnichannel strategy proves to be a powerful tool for enhancing the customer experience and meeting their objectives, since 77% of them like physical and online stores to be integrated, according to a survey by Opinion Box.  

Offering greater centralization and integrating different platforms for a more effective service, the omnichannel strategy is already a reality in face-to-face customer service. And with NextQS, your company can guarantee:

• Versatility with NextQS Software: Organize your queues, adapting to the needs of your business and your service flow.

• Flexible and powerful service operation: Offers features that handle various situations, such as priorities, exclusive policies, direct calls, redirects, and absences.

• Modern and customizable interface: Uses artificial intelligence for voice-activated password calls via TV, with a customizable interface and appropriate signage, providing an innovative experience.

• Mobility and time optimization: allow your customers to join the queue remotely and track the progress of their service remotely, optimizing waiting times.

3. Personalized service: Adapting to the needs of each customer

By 2024, it will be clear how crucial personalization will be to customer service and business success. According to the Top Global Consumer Trends 2024 report compiled by Euromonitor, approximately 29% of consumers expressed comfort with the idea of brands monitoring their emotions and adjusting experiences based on their desires, cravings, and even moods.  

In this sense, NextQS goes beyond trends, delivering customized solutions that meet the need for customer-focused service:

• Complete and integrated operation: NextQS Software ensures a complete and integrated customer service operation, adapted to the language, needs, and particularities of each customer. Choose the method that best suits your audience's profile and your business's identity.

• Digital signage integrated into the call panel: In addition to calling tickets, the digital signage solution allows the display of videos, images, and various content configured by the team, facilitating the delivery of information and entertainment that is of interest to your consumer, reinforcing the brand, and presenting products and services to customers while they wait in line.

4. Big Data and Analytics: Intelligent analysis for efficient queue management   

The intelligent use of Big Data is essential to understand and anticipate consumer needs. That is why NextQS integrates real-time data analysis for efficient queue management:

• Real-time monitoring: Allows critical service flow information to be tracked, ensuring proactive and effective management.

• Reports and data for assertive decisions: Facilitates the definition of service SLAs, offering real-time reports for informed decision-making.

5. Self-service: Prioritizing speed without compromising quality

In 2024, the concept of self-service will gain prominence, providing agility without compromising quality. That is why NextQS offers innovative solutions that prioritize customer autonomy and optimize the self-service experience:

• Queue Entry via QR Code: NextQS revolutionizes the queue entry process, allowing customers to access it quickly and efficiently through QR Codes. The simplicity of this solution streamlines the start of the service journey, eliminating barriers and providing a hassle-free experience. Simply make the QR Code available at your establishment or website, allowing entry into the queue from anywhere.

• Intuitive WebApp: The NextQS WebApp offers an intuitive interface for customers, eliminating the need to download additional applications. With just a few clicks, users can join the desired queues, receive alerts, and interact with the queue management system in an uncomplicated way.
• Self-Service Kiosks: The implementation of customizable and easy-to-operate self-service kiosks provides customers with greater autonomy in a simple and effective way. Our kiosks are fully customizable with your company's identity.

In summary, NextQS not only aligns with trends in face-to-face service technology, but incorporates them in an innovative way, transforming the customer experience and driving business success.  

Implement the innovative NextQS solution and stay ahead of the customer service revolution. Request a quote and transform the way you serve your customers today!