It is no secret that the British love a queue – it is also one of the biggest bugbears about in store shopping. However, for many it is all part of the fun and for these people, Qmatic has developed a virtual mobile queuing system.
Mobile Ticket enables retailers to significantly improve the in-store customer experience by enabling shoppers to use their mobile device to select a service and join a virtual queue, without needing to stand in a physical line, the company says.
Customers open a web app, or scan a QR code if they prefer, and select the service they require, such as the collection of online orders in store, a meeting with an expert, personal or VIP shopping, and customer services. This eliminates the friction of waiting in line and maximises the opportunity to browse, increasing basket, customer satisfaction scores and brand loyalty.
Qmatic Mobile Ticket is designed to create value in several ways: saving precious time for the customer with a user-friendly interface, giving staff key information so they can prepare for the customer’s appointment enhancing personalisation, and providing valuable data to retailers to help them adjust their operations in real-time to match customer behaviour.
The mobile app has been updated to further improve user friendliness, capacity optimisation and security. Among the new features in the solution is the option to scan a QR-code when a customer arrives at a store to start their journey. By using the QR-code option, the customer gets a digital queue ticket without having to download an app or giving out any personal information – for example, a phone number.
Vanessa Walmsley, Qmatic UK MD explains: “Data security and convenience are top of mind for most users. We have noticed a general trend where users are increasingly reluctant to download apps. Our new Mobile Ticket solution combats this trend by delivering an instantly accessible platform through a QR code, enabling customers to join a virtual queue while they wait, for example at a returns desk, personal shopping, or to pick up a Click & Collect package. This means less effort is required from the customer, and retailers can capture critical customer journey data. We recognise that customers expect the same level of convenience in the retail sector that they get in other aspects of their lives, and we are committed to enabling that transition.”
The solution includes several new improvements developed in collaboration with Qmatic’s customers and partners, including optimisation of the code to make the system load faster in environments with limited mobile data coverage. By using positioning and other data more efficiently, the update will provide intelligent features for retailers to ensure smoother customer journeys, for instance coordinating the solution with staffing levels in various departments. It will also make it possible for retailers to make sure that a customer’s mobile ticket guides them to the right place, ensuring that they have a seamless and efficient journey.
The platform can also offer a quick customer feedback survey, a feature that is growing in importance for retailers striving to improve the customer experience and make it more efficient. The customer will also benefit from knowing the exact status of their appointment and how long they will have to wait, so that they can browse the store if they have a few minutes before they can be seen by a member of staff.