Mobile Concierge Solution
Treat your customers exclusively and make first impression count with the SMARTQUEUE® Mobile Concierge Solution
Introducing SMARTQUEUE® Mobile Concierge Solution, the ideal Queue Management System (QMS) that allows any service providers to deliver a personalized approach to customer with the ability to capture customer & service information from point-of-entry to service completion.
Managing queues with the Mobile Concierge Solution will improve customer service by delivering a personal touch to any customer coming into your service centers.
SMARTQUEUE® Mobile Concierge Solution accommodates different ticketing scenarios in your service centers.
This queuing solution allows concierge staff to check in customers by ticket and provides helpful information on the services to ensure that customer receives the right service.
This ticket-based solution can also be combined with the ticketing kiosk solution to provide multi-channel customer service to customers.
Ticketless Solution (Name-based Queue)
This ticketless queue (name based queue) solution allows concierge staff to check in customers by name instead of a ticket number. Concierge can identify a customer by name and brief physical description (e.g.: wears blue jacket, red t-shirt, etc.) for easier customer identification. Customer service staff will call the customer personally by name and identify them by the given description, thus improving customer service to a whole new level.
- Maintain personal touch with your customers
SMARTQUEUE® Mobile Concierge Solution is accessible from wireless tablet devices which can complement/substitute a ticketing kiosk (specifically for Ticket-based Solution). Concierge staff can move around the service centers to greet and serve customers and maintain positive customer experience.
- Understand what your customers need
Using the Concierge Solution, concierge staff can make a strategic approach to customers to understand their reasons for visit. Your staff will be able to identify customers making a visit for instant services and those who need to make transaction at the counter. This helps you ensure that your customers are not wasting their time waiting for the wrong queue.
- Streamline the queue
SMARTQUEUE® Mobile Concierge Solution can help in streamlining the queue especially during busy hours. Understanding customers’ reasons for visit, concierge staff can help reduce the number of customers lining up in queue by providing instant service to those coming only for general enquiries.
- Prioritize customers with special needs
SMARTQUEUE® Mobile Concierge Solution can also accommodate and prioritize customers with special needs. Concierge staff can approach them and give personalized service based on their needs.
- Monitor and measure your service performance
SMARTQUEUE® Mobile Concierge Solution allows staff to monitor the queue and service status and identify potential issues real-time. This enables you to prepare action plan and immediately respond to any situation to maintain excellent customer satisfaction. This feature also helps you enhance customer service by measuring performance for improvement in the future.
SMARTQUEUE® Mobile Concierge Solution allows concierge staff to provide on-the-spot personalized service for general enquiries or instant service, thus eliminating the need for customers to wait for any service at the counter.
To achieve this objective, the mobile concierge system comes with comprehensive features and functionalities as following.
- Service Assignment
Concierge staff can help customers avoid unexpected transfers or re-queuing due to wrong service selection by assigning the customer to the appropriate service queue. The queuing system can also provide concierge staff with frequently updated information on the total queue, average waiting time and estimated waiting time.
- Staff Assignment
Apart from assigning customers to the right service, the concierge staff is also given flexibility to assign customers to particular staff. This queuing solution is especially useful for customers with ESL or specific requirement that can only be handled by specialized customer service staff.
- Portable Device
Wireless Ticket Printing (Only Available for Ticket-based Solution)
SMARTQUEUE® Mobile Concierge System improves mobility by supporting the concierge staff with wireless ticket printing. Concierge staff can be equipped with a wireless belt-clip printer, allowing them to print tickets anywhere while they greet and serve customers.