BOSTON, Oct. 16, 2019 /PRNewswire/ -- TimeTrade, the
leader in Intelligent Appointment Scheduling, is providing brands
even more ways to manage and accelerate appointment-driven customer
engagement strategies with the next generation of Queue Manager.
Part of the powerful TimeTrade Scheduler Platform, Queue Manager
improves in-person experiences by managing on-site traffic and
freeing up employees to focus on providing exceptional service to
all customers.
In today's competitive landscape, successful brands must reach
consumers in the moments that most influence their decisions, while
providing a frictionless process both online and off. But providing
physical experiences that match the ease and convenience of online
interactions remains a challenge.
TimeTrade research found that 61% of consumers frequently leave
a store or bank without making a purchase because they are unable
to get assistance in a timely manner. When asked about interacting
with staff, 50% said it was very or somewhat difficult to find and
get assistance from a knowledgeable associate.
"Leading brands understand that personalized experiences are the
key to differentiating their offerings and boosting loyalty, yet
there's been a lag in implementing engagement strategies that
adequately bridge a customer's online and physical experience,"
said Steven Connolly, Director of
Product Management at TimeTrade. "Queue Manager addresses the
frustrations customers often feel during in-store visits, fostering
exceptional, live interactions that drive sales."
Queue Manager helps brands accelerate appointment-driven
customer engagement during in-person visits. With the platform,
brands have a powerful tool to:
Encourage customers to connect at their convenience –
self-service kiosks allow walk-in visitors to add their name to
a queue and receive a text when it's their turn for service.
Additionally, brands can extend this experience online, displaying
estimated wait times on their website so customers can choose which
store to visit based on their needs. It also provides customers the
ability to virtually join the line even before they arrive on
site.
Manage customer flow in real-time – TimeTrade's Concierge
mobile app gives staff the information they need to prepare for
customer visits, efficiently handle walk-in traffic, and address
shifting priorities on the fly. The app provides employees the
ability to see upcoming appointments, check visitors in, start and
end appointments, and view wait times to ensure customers are kept
up to date about when they'll be served.
The newly improved Concierge mobile interface is even
more robust, providing:
- Seamless alignment to TimeTrade's newly released Engagement
Center, saving administrative time.
- Estimated Wait Times, which are now are calculated based
on customized algorithms that understand the real-time scenarios,
including current number of people in line, appointment lengths,
current appointments in service and other variables that contribute
to wait time.
- Instant in-app visibility into detailed appointment insights,
such as wait time metrics, total number of appointments and other
information.
- Options to promote appointments in a queue, providing a VIP
experience to specific customers.
- Enhanced collection of appointment data to better track
cancellations, reschedules and other appointment metrics.
Set customer expectations – Queue Display provides a
real-time information center for in-store or in-branch customers.
The digital display can be used on a standalone TV or integrated
into existing on-site digital signage to provide customers with
up-to-the minute information about wait times or other significant
details of the in-person experience.
Optimize operations – Through Engagement Center,
with Next Best Action™ Analytics, managers and executives
can access detailed metrics that help shape current and future
customer experiences. The data captured provides a clear view on
who is entering each location, when they arrive, how long they wait
and the purpose of their visit. Managers can better forecast demand
and improve staffing levels, while also gaining insights into who
serves each customer, helping to direct employee feedback and
address persistent performance issues.
The newly improved Engagement Center now provides:
- Proactive wait time notifications, which alert employees if
wait times increase so they can take prompt actions to resolve the
situation. Location and district managers can subscribe to
notifications, too, for a more accurate understanding of day-to-day
operations.
Queue Manager is an extension of the TimeTrade Scheduler
Platform, available either in conjunction with Appointment
Scheduling or stand-alone. Current TimeTrade Queue Manager
customers may take advantage of this new functionality with an
automatic upgrade. TimeTrade customers not currently utilizing
Queue Manager may purchase it as a platform extension.
To learn more about how to provide every customer with a "we've
been expecting you" experience with Queue Manager, visit our
website or schedule a demo.
For more information on TimeTrade, visit www.timetrade.com.
About TimeTrade
TimeTrade helps leading brands
optimize engagement through all phases of the customer
relationship. TimeTrade's Intelligent Appointment Scheduling
platform harnesses the power of artificial intelligence to improve
meeting scheduling strategies through real-time customer insights
and actions, producing better meetings and higher growth
businesses, with TimeTrade customers outpacing their peers by
nearly 3X. Tens of thousands of businesses – including leading
global banks, retailers, and software companies – use TimeTrade's
Appointments-as-a-Service platform to deliver the personalized
attention expected by today's on-demand consumers.
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SOURCE Timetrade Systems, Inc.