December 3, 2019 | By Loc Tran |
With so much competition in so many industries today, having your company stand out among the crowd is more important than ever. And the qualities that make your company shine are the ones that people will continue to talk about well after the customer/client experience has transpired. Because of this, word of mouth referrals become an invaluable asset to your company.
So what are those things that customers talk about most? Namely, the quality of the product or service, the quality of the process of obtaining the product or service, and how quickly and efficiently their service was provided. By taking a closer look at customer experience analysis, we can determine key elements as to how to make the most of the experience for both the customer as well as for your company.
With specially designed, cutting edge technology, here at QLess, we have designed queue software that can meet all of your company’s needs to make it a more productive, efficient, and positive environment for both client and personnel.
Using Data To Help Productivity
QLess is revolutionizing appointments as we know them. Gone are the days of waiting in long lines for up to hours at a time. As the old saying goes, time is money, and the more time people spend waiting, the less likely they are to want to spend a great deal of money. For every moment your customer has to wait unnecessarily, it could potentially mean lost revenue, an increase in customer satisfaction, and a likelihood they might not choose to return to your business. But with the smart usage of customer experience analysis, your business can obtain the tools, information, and strategies to get your customers not only returning for future services or products, but also help promote your brand by positive reviews, associations, and referrals.
Services For The Big Picture
When companies keep in mind the bigger picture of how to help their business grow as well as exceed their customer’s expectations, they are able to create an environment that is both positive, productive, and unique user experience. Other great elements that come into focus when you study customer experience analysis include:
- Prospect Prioritization
- Wallet Share and Relationship Depth
- Retention and Win-Back
- Next Best Offer
- New Digital Experiences
- Customer Engagement and Journey Mapping
- Acquisition and Onboarding
- Sentiment and Satisfaction
- Customer Lifetime Value
- Targeting and Micro-segmentation
With QLess software, your company can easily learn more ways to engage your customers. Through educational data, your management and teams can better serve your clients with detailed information on what works and what doesn’t work, through customer experience
Benefits Of Better Customer Service
The benefits of having happy customers cannot be overstated. A die-hard customer will be one that returns again and again indefinitely. So the more your company can do to support the customer experience, the more you will see your business thrive.
Some helpful byproducts of using QLess software include:
Creating A Culture Of Customer Service
From the very highest position to the lowest-paid employee, everyone in your company should have a clear understanding as to why customer service is vital to a successful business model. This includes knowing how to deliver it. With QLess software, you eliminate an enormous amount of frustration from the customer experience because they are removed from the tedium and time-consuming nature of waiting in line. Further, a positive byproduct of this is a much more positive, efficient, and easy experience for your employees. This benefits both staff and consumers alike.
View The Experience Through The Customer’s Eyes
If companies go the extra mile to consider the challenges that customers face in trying to simply obtain service, and when that service is bogged down by wait times and lines or being put on hold for an indeterminate amount of time, it can cause the customer to not feel valued. Customer experience analysis data also shows us that when customers feel heard and respected, they are more likely to return to a business that meets their needs as opposed to denying them. Anticipating customer needs- and then truly exceeding them, will garner respect and appreciate for the long haul.
Everyone from customers to employees wants to be appreciated for their time and efforts. So when a company does whatever it can to acknowledge this, it is another way to garner long term clientele. With customer experience analysis, your company is able to obtain helpful information that will allow you to better serve your customers. You’ll be able to learn about their habits when queues get more clogged up than others, when is the best time to reach individuals, what the best way is to reach them and get them the services they need. Those clients who are repeat customers you will be able to more accurately track and have the opportunity to show customer appreciation as well. With the data, your company can create a loyalty program, discounts, and exclusive offers to those who use the QLess system.
Customer experience analysis also very clearly shows us that giving respect to customers and also to your own employees makes a substantial difference in the way the transactional process can unfold. When you have an unbiased record of events using QLess software, your company is more capable of accurately following the chain of any given events. This will further allow for any communications, missed communications, or miscommunications on the part of the staff or customers. Through a clear dialogue and mutual respect, your company will have an easier time resolving any issues that may arise. Further, from this place of mutual respect, trust can then be earned.
Make Every Experience For You Customer Positive
Studies show it’s far cheaper to retain a customer than it is to win a new one. So, when you focus on how your business can maintain customer satisfaction, you will save your company money and maintain a happy customer base. Thorough customer experience analysis, your QLess software will be able to provide you with information on the best ways to keep your customers satisfied. By allowing your customers to have more time with actual staff and less time waiting in an unnecessary line, you are giving them the freedom to interact with your company on their terms. And with that respect and freedom, you will garner a strong and loyal customer base.
Quality In The Details
Here are some more great examples of how QLess software can help your business run more efficiently:
- Appointment Scheduling– QLess FlexAppointments reduce on-site waiting times by using a user-friendly appointment scheduling solution
- Seamless Integration– Existing appointments smoothly integrate with walk-in customers
- Customer Notification– Customers are notified of delays to control expectations and reduce frustration
- Helpful Analytics– Data that helps to provide information on the customer’s experience as well as your staff’s productivity
- SMS Communications– Proactive SMS dialogue curb no-shows and reduce on-site waiting times
Other benefits of the QLess software include:
- Eliminating long lines and in-person wait times and reduce walkaways
- Reduce customer complaints
- Boost Staff Productivity and Operational Efficiencies
- Gain valuable insights with tracking and reporting
- Enhance communication and customer engagement
- With a virtual queue, customers have numerous ways to check-in, including on their computers, smartphones, notepads, or via phone or text message
Plus, with QLess software customers can have the invaluable experience of communicating interactively. Our schedule optimization software allows for notifications and regular updates to be sent letting customers know when they are moving to the front of the queue. Plus, all customers can request more time if needed, view their status updates, or cancel and reschedule their appointments. QLess messages are sent via text message, voice message, or device application and are completely customizable.
Available For Both iOS and Android Apps
Customers can download the app to get real-time waiting times information. Our app has received 4.6 out of 5 stars on both app stores and has proven to be technically reliable on both platforms. Kiosk software is also available for easy-to-use self-serve check-in.
Customer experience analysis has shown that all of these features help to make the QLess software essential in providing an outstanding customer experience.Learn more about how to take your company’s productivity and customer satisfaction to the next level–contact us today!