Virtual queuing has become a necessity for any business to offer better customer service. Handling queues at store or business premises is a very difficult thing. It takes time as well as business resources. With these queueing solutions, you can easily solve problems related to your customer service. The modern techniques with the virtual queue will allow you to manage your customer queries efficiently.
A survey done by TCN Inc. on 1000 U.S customers revealed that 37% of customers prefer virtual queue, and they want to be called back by an agent when there is a long queue. With the help of a virtual queue, you will get the right way to serve your customers, offering the best support to their problems. It impacts greatly on your time management. If you have confusion, you will get details here.
You can save costs needed for repeat calling:
When your customer dials in and waits for a response, it adds up to the toll fees of your telephony providers. When you have more callers, the amount will be really huge. The whole process is burdensome. Angry and annoyed customers take time to express their experience about an issue. It increases the handling time also. These callers also drain your resources. When callers are put on hold, they take even five minutes to hang up. It spends crucial time of your customer support team. With the help of a virtual queue, businesses can easily overcome this issue. It is an innovative approach to solving customer problems.
It reduces call transfer:
Call transfer problem is a part of the customer support team. When a customer contacts your service with a problem, the agent who receives the call may not be the right person for this complaint. So, that agent transfers the call to the right person for offering the best solution to your customers.
A study conveyed by Invoca revealed that around 79% of customers experience call transfer when they called a customer service team of a company.
When it is about transferring the call for offering the best solution to a customer, it annoys your customer. It is even stated that 79% of customers get annoyed when they face call transfer between different departments. 33% of customers don’t like to repeat the same things multiple times due to their call transfer.
With the help of a virtual queue, you can easily come up with the right solution. A virtual queue allows your customers to join a queue virtually and lets them arrive at your place when their turns come. Businesses may hire agents to start the virtual queue by asking some initial questions about the customers’ visits. When an agent gets a clear idea of what the problem customers experience, they put customers in the right queue virtually. So, a customer joins the queue getting without standing in a queue and wasting time.
It saves and makes money:
When a customer gets annoyed with the customer support team, a business misses some great opportunities. It loses a profitable customer base. A negative experience from your customer support team leads a customer to stop using your services or products. The long hold times as well as unable to connect with a support agent make a customer unhappy, and he/she breaks the bonding with your company. PwC revealed that 32% of customers would stop using services or products from the companies they love the most because of one bad experience with the customer support team.
So, it is a very crucial subject to handle for gaining more and more business opportunities. The modern queueing solutions prove to be very effective in eliminating these problems. With virtual queueing, businesses can reduce the wait time. Customers can join the queue and wait virtually without wasting their time.
Such types of approaches will be appreciated by your customers. In return, your business will get customer loyalty and support. With great customer support service, you can win back a customer again to your business.
It reduces hiring costs:
Average Speed to Answer (ASA) is a metric for measuring the average time a customer agent takes for answering a customer call, including those on hold. For improving ASA, a business needs more customer agents. It will increase the cost. However, a virtual queue will offer you the right solution for your business. It helps your customers get the service when an agent is available without holding their valuable time. With the help of these queueing solutions, you can also reduce the hiring cost.
It offers a calm work environment:
You can easily avoid the issues that make a customer annoyed, including reducing the wait time. So, when a customer turn comes to receive services, he/she shows a calmer approach to the customer support team.
The impact of virtual queuing is really wide. To clear your doubts, Nemo-Q will offer you the best solutions. The company has a team of expert who designs the virtual queuing system that meets a business demand very well. Please visit their website to know more.