One of the most fundamental facts businesses should be aware of is that a business’s main asset is its customers. Without customers, a business is nothing. It is essential for a business to treat its customers well to thrive and succeed. It is also essential for a business to keep its customers happy and engaged by ensuring they have a streamlined journey. One strategy businesses can put into practice is keeping track of customer flow.
What is Customer Flow?
Customer flow refers to the smooth interaction between a customer and a business from the customer’s initial contact with the business to the final contact. Smooth interaction, in this case, means smooth transactions as well as smooth communications.
Customer flow is an aspect of business that should not be undervalued. If a business is an intricate machine, then customer flow is one of the cogwheels that make this machine operates well. When this cogwheel is stuck, it would affect other cogwheels and the machine itself in general.
How does Customer Flow Affect Customer Experience?
Undeniably, every business wants to create a positive experience for its customers so that they will continue to visit and recommend it to others. Providing a seamless customer flow is precisely what a business needs to do to ensure a positive experience for customers. That is because basically, the more streamlined the interaction between a customer and a business is, the more positive the customer experience would be. On the contrary, when a customer faces many challenges during their interaction with a business, the customer would find the experience to be a letdown and it would hinder them to visit again.
Optimising Customer Flow: Where to Start?
Customer flow is prominent to the success of any business and businesses should make plans to streamline and optimise it. Yet, many of them do not know where to start. If you are one of them, luckily for you, we have the answer, which is utilising customer flow management, like SMARTQUEUE® from Business Smart Solutions (BSS). With the help of a customer flow management like this one, streamlining and optimising customer flow should be easier.
What Your Business Can Expect from SMARTQUEUE®
SMARTQUEUE® is a customer flow management solution that your business needs. It helps your business to improve and grow by offering various ways to streamline and optimise customer flow as well as providing accurate and reliable insights.
To help businesses streamline customer flow by minimising queue congestion, SMARTQUEUE® offers 3 different ways for customers to check in, which are physical ticketing kiosks, mobile concierge staff, and virtual queue. With self-service ticketing kiosks, the customer can opt to check in at the location by picking a service menu option on one of these kiosks and getting a ticket as well as their service details. Customers can also choose to use virtual queueing by scanning a QR code or manually entering their data into their own mobile devices. This particular check-in option is perfect for customers who want to attend to their other errands while waiting for their turn to be served. Finally, the mobile concierge is a personalised on-the-spot service that is best for customers who need a little extra assistance checking in.
To help businesses optimise customer flow further, SMARTQUEUE® also comes with Real-Time Business Dashboard that enables staff to monitor customer volume, queue status, customer waiting time, and more. Therefore, this module can help prevent bottlenecks and ensure a seamless journey for customers.
Finally, SMARTQUEUE® is also equipped with a reporting tool that can generate comprehensive statistics and KPI reports to identify areas of improvement, increase staff productivity, and optimise service quality.
Of course, there are still many things SMARTQUEUE® can do to help your business thrive. Find out all about it here or reach us at info@bss.com.au.
