Breaking Down the Process of Virtual Queuing
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Breaking Down the Process of Virtual Queuing

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The pandemic has changed the world in more ways than one. Industries and individuals across the world continue to struggle to keep up with the flow, especially since the new normal is something we’ve never seen before.

The lingering effects of COVID-19 also pose a challenge, which is why businesses and organizations around the world must make a move towards transformation. Creating a safer environment for staff and visitors alike should be the top priority, and thanks to the digital world, solutions are readily available.

One of the best ones in the market is the virtual queue, which is a management system that allows organizations to set up online waiting lines. Thanks to this tool, social distancing and other safety measures can be upheld. Here’s a quick rundown of what it can do:

What Is a Virtual Queue?

As previously mentioned, a virtual queue allows organizations to create online waiting lines. Here, customers can wait for assistance without having to stand in line. From a broader perspective, it resembles a regular queue—only that everything happens online.

A virtual waiting line may seem rather novel, but it’s a concept that has existed for a long time. Waiting in line to purchase concert tickets is a common example, along with waiting for a customer support staff to accommodate you. In these times, however, a virtual queue can now exist everywhere.

Given their convenience, virtual queues hold tremendous potential. It benefits not only the customers waiting in a virtual line but the businesses and organizations offering the experience.
Instead of lining up, they’re now free to do as they please while waiting for a callback or notification. With such a stress-free experience, you’re now empowered to attract and retain more clients.

How Do Clients Join a Virtual Queue?

Virtual queues can be done in various ways. Most organizations offer tablets or kiosks in-store, while other companies make use of mobile applications. The most common forms of virtual queues come in chat boxes and pop-ups, where customers are encouraged to enter their contact information for a notification or call back.

With new technologies available, virtual queuing can also be combined with online chat systems, which has proven to be helpful in the retail landscape. Businesses can easily communicate with shoppers via specific platforms, including social media.

Virtual Queuing for Government Offices

Businesses and organizations can greatly benefit from virtual queuing, which is why government offices should look into investing as well. Wait time is one of the most common criticisms government institutions constantly go through.

With a virtual queuing platform, however, flow can be drastically improved. Clients will now be able to enjoy a more personalized experience, especially when it comes to filling out forms. Real-time updates and notifications will also be made possible, while staff can gather insights on the duration of services, no-shows, and other data needed to improve the services.

Thanks to virtual queuing, government offices can now regain a good public perception, as well as increase visitor satisfaction. More importantly, operational costs can remain relatively low—especially since errors can now be significantly reduced.

The Bottom Line

Waiting in line has always been a daunting task, even before the onslaught of COVID-19. With the rise of virtual queuing, however, clients and organisations alike can now enjoy a better and safer experience. As we move further into the age of digital transformation, it pays to start investing in powerful management solutions—such as the virtual queue.

If you’re on the hunt for the best e-government software solutions, Informatics has you covered. We specialise in custom software solutions, all developed according to your specific needs. With 38 years of industry experience and knowledge, we’ll help restructure your existing IT landscape. Reach out today!


Written by Daniele Paoletti