Connecting People to Service. An MSC Company with Innovative Customer Journey Solution, Smart Queue Management, User Friendly Apps, Software and Hardware
Customer Experience is a relatively new term and often referred to as the process of optimizing the customer journey. In our opinion, it’s more than that. Customer Experience is not only about creating happier customers but also improving the operations for employees and managers. Understanding your customers’ journeys help you gain a broader perspective of how people engage providing the insight and resources you need to succeed.
A common mistake is that many confuse Queue Management and Customer Journey Management.
In 1981 Qms developed the world’s first electronic queue system. The solution back then mainly focused on improving the customer’s queue experience inside, e.g., a restaurant. The system was designed around the arrival, waiting, and serving experience – which distinguishes the queue management system. It’s about improving the queue experience.
Since 1981 a lot has happened, not least customers’ behavior and expectations. Technology has expanded the customer journey. Now you as a service provider are not just looking for a solution to improve the waiting experience, but rather your customers’ entire journey including every touchpoint from pre-arrival to post serving. As the customer journey evolved, a new system was developed with all modern features in mind such as; online appointment booking, self-check-in, virtual tickets, mobile staff solutions, feedback apps, operations management, and analysis tools.
The customer experience begins at the moment of engagement and continues through every online, mobile, and physical interaction. By managing your customer experience you can improve every touchpoint from pre-arrival to post-service.
By gathering real-time data from each customer touchpoint, you can enhance performance while opening up benchmarking opportunities. Whether you are operating in retail, finance, healthcare or the public sector, customer experience creates opportunities for improved resource planning and cost savings.
By managing the customer experience, you can get full control of your customer flow and branch occupancy, ensuring that social distancing is practiced while delivering excellent services.
To succeed with Customer Experience, most customer-centric organizations use a customer journey management system, which is a combination of software and hardware that helps you manage your entire customer journey. It includes tools that help you monitor, plan, and manage all customer touchpoints.