Integrated text messaging in Queue management system

July 25, 2017
621 Views

Nothing is frustrating and annoying to both clients and workers like excessive waiting, which is also in a disorderly manner. Organizations that are customer-oriented regarding service delivery need to ensure that they come up with systems, which allow them to put people in control and at the same time making each touch point as comfortable as possible.

It creates an ideal experience and efficiency in serving the clients. In this article, I will tell you how queue management system that uses integrated short messaging system can be used in enhancing waiting experience in hospitals, learning institutions, and service centers among others.

Customer-centered retention approaches emphasize client satisfaction by engagement. Most of the professionals offering services are leveraging social networks, and some web-based channels in engaging the clients, nevertheless, using short text messages are in most cases disregarded as a less powerful tool for engaging customers forgetting that close to 95% of the clientele prefers using it as an ideal mode of communication.

In many occasions, the software that is used in most of the institutions that experience significant human traffic such as schools does not necessarily provide effective wait list of queue management modules that address the flow of people. This often happens during the registration period, which is at times considered as one of the most frustrating and challenging processes for both the people seeking services and the employees offering the service. It, therefore, places the service providers at a peculiar position that leads to reduced satisfaction levels, especially during peak periods. Nonetheless, the good thing is that much of this can be prevented if ideal measures are taken to ensure that proper queue system and flow design for those seeking services.

Many institutions have also invested heftily in redesigning the queuing system that allows them to serve the clients effectively to alleviate overcrowding and enhance the rapid flow of service seekers. An institution that chooses to invest in a queue management system that uses integrated SMS text message spends relatively less amount of money and increases the likelihood of attaining significant success compared to thos that don’t.

Research shows that many people nowadays prefer using short messages as primary means of communicating and that is one of the main reasons why many people have been shifting computing and communication desires to their mobile devices. This is majorly common among students who prefer texting as an ideal mode of engaging them directly.

The main difference that sets apart use of this queue management approach from the traditional system is that a service seeker can easily use their mobile phones to maintain their positions in line without necessarily standing physically in the queue. It enables the clients to receive notifications on their cell phones when their turn to be served comes. It is a digitally integrated approach that does not only increase efficiency in controlling queues but also helps in improving user and employee experience.

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