Virtual Queue Management
Improve NPS, aggregate customer insights & maximise revenue
Personalisation Hub minimises wait times, while enhancing every customer’s experience (by not forcing customers to stand in a physical line).
Retailers are able to streamline operations, improve staff productivity & gather valuable customer insights (to boost efficiency & increase revenue).
What’s unique about Personalisation Hub?
A customer joining a queue, is the starting point to your organisation supporting connected & personalised in-store experiences.
Customers can wait anywhere, reducing perceived wait times & freeing them to shop or browse while waiting for assistance.
Virtual queuing eliminates the frustration of standing in line, leading to a delightful customer experience.
Retailers can optimise staff allocation & service delivery, improving operational efficiency.
Gather real-world shopper insights & experience data that allows Brands to make informed decisions about staffing & service optimization.
Enhance customer satisfaction & drive sales by leveraging queueing as a key touchpoint to support hyper-personalised retail experiences.
Our Queue Management solution allows Retailers to seamlessly identify customers & surface relevant insights that can be used to Personalise campaigns presented on connected digital displays OR provided to Retail staff when customers are picked up from the Queue.
Platform Integrates seamlessly with existing enterprise platforms (e.g. CRM/CDP/Decisioning/AI) via enterprise-grade APIs.
Implement virtual queuing for store visitors, giving them the chance to browse while waiting for assistance.
Ensuring you reduce queue time, increase sales opportunities, maximise staff productivity & deliver a delightful customer experience.
Visitors can seamlessly join a store’s queue on arrival, supporting a wide-range of options (ticketing kiosk, scanning a QR Code or using a Dedicated Concierge). Once in the virtual queue, visitors are free to roam around & better engage with your Brand, with no fear of losing their place in the queue.
Control your queues, know the average wait-times, understand serve-times (down to a visitor's reason for visit) & make data-based business decisions focused on reducing operating costs & maximising revenue. The Platform provides an Enterprise Retail solution to support world-class customer service.
Provide Customers with full visibility of their position within the Queue, including sending them an sms/text message when it's their turn.
When required, ensure your retail stores are also able to support special needs/requests.
Leverage any customer/decisioning data to personalise campaigns presented on digital signage in store, or to surface relevant next best offers to Staff when they pick-up customers from the virtual queue or for their pre-booked appointment.
Leverage the platform’s 1st party data to connect your retail experiences to every other digital interaction, including across your ad networks.
The platform provides enterprise clients with the tools/insights to support the ongoing optimisation of their retail operations.
On arrival, visitors have a multitude of options to Join-the-Queue. For example:
Visitors can see exactly how long they have to wait before being served.
An SMS is also sent to the Visitor when it’s their turn.
Provide Retail Staff with Full Visibility over their Current Queue (wait vs serve times) to ensure Visitors experience the best possible customer service.
Surface relevant Customer Insights when a Visitor is Picked up from the Queue by Retail Staff.
Support Consistent, Personalised Experiences across Every Touch-Point (including in your Bricks & Mortar Retail Stores).
Leverage Customer-Data/A.I. on any Connected Device/Display & Support World-Leading Personalised Experiences.
In larger format stores (or if a customer is unable to use their phone), Visitors can be manually added to the Queue by Concierge or Store Staff:
The following info is captured:
[Retailers can leverage AI (Active Listening) here to automatically capture + summarise visitor info]
Aggregate Customer Insights from existing customer platforms (e.g. Decisioning/AI/ML/CDP/CRM).
This information can be surfaced to staff when they pick the customer up from the queue:
[Platform allows Retailers to capture details about any relevant Sales Conversations that can be leveraged by other channels]
Provide Store Manager’s with a full overview of what’s currently happening in their store/branch:
[Queueing data can be shown on Digital Signage or used to target campaigns (e.g. based on languages spoken by staff OR based on estimated wait-times)]
Store Managers have a detailed historic overview of every customer’s experience, results can be filtered by:
[A De-Identified version of Queue-History is available to Headquarters, for every store]
The Platform provides a Central Source of Truth for customer experiences across all retail stores.
Headquarters have access to enhanced retail insights covering the following:
Summary of Total Store Visitors & Actual Customer Experience
Overview of store traffic & customer experience tracking across all stores, or filtered by store.
Summary by Reason for Visit
Insight on reason for store visits (incl. actual cost to the business) + details around unresolved visits (i.e. no sale).
Enhanced Visitor & Staff Insights
Summary of customer insights (based on connected data) & store/staff performance insight to continually optimise retail operations.
[Consolidated Retail Analytics/Insights (providing a real view of actual CX in retail), can be shared with AI agents via enterprise grade APIs]
30-Day Free Trial, cancel any time. Simply Add to Your AWS Bill (below pricing is $USD).
Platform Pricing is negotiable for Clients with Large Numbers of Stores/Displays & for a Longer Commitment Term.
The Personalisation Hub Platform ensures that Enterprise Clients can support Localised & Personalised Experiences in their physical retail stores/branches. The Platform allows Brand’s to seamlessly connect their App/Website CX with their Retail/Branch Experiences, resulting in Higher Revenue, Reduced Handling-Time & Improved NPS.
Platform Features
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