Videos

How WaitWell cuts wait times, reduces no-shows, and empowers staff (Video)

Our Community Engagement Manager Jeff Shikaze demonstrates how to optimize your service center with WaitWell—cut no-shows, reduce wait times, and boost satisfaction.

Video graphic- WaitWell how it works

Transcript

0:03 Introduction
Are you struggling with long lines? Are you constantly dealing with customer miscommunications and finding your staff feeling burnt out? My name is Jeff from the WaitWell team, and I’m going to take the next few minutes to show you how WaitWell is addressing three key pain points for busy service centers.

0:17 Key Pain Points
Are you experiencing any of the following pain points?

  • Number One: Customer No-Shows
    How can we eliminate bottlenecks in service and increase your team’s output?
  • Number Two: Staff Stress
    We are finding that service center staff lack visibility and control over service operations, which is adding to staff stress. So how can we increase job satisfaction, empower your staff, and increase productivity?
  • Number Three: Lack of Meaningful Data
    We provide you with the data you need to make sound operational and business decisions, optimizing your service delivery.

In addition to this, I’m also going to be demonstrating how WaitWell can enhance your operational efficiency and how our solution focuses not only on improving your staff’s working environment but also the customer experience.

1:01 What is WaitWell?
If you aren’t familiar with WaitWell, we’re a queue management and booking platform built for the busy. From architecture to features, our queue management system was specifically designed to help organizations with multi-service operations deliver one-to-one service with excellence. Some of the industries you can find WaitWell in include higher education, healthcare, government, veterinary clinics, retail, and hospitality. WaitWell’s all-in-one solution offers queue management, appointment management, virtual services, analytics and reporting, service workflow automation, customer insights, service accessibility, staff scheduling, and our integrated payments.

2:09 Tour of WaitWell
During our high-level demo today, I’m going to be touching on some of the following key features:

  • Self-service check-in
  • Real-time wait times
  • Two-way texting
  • Automated reminders and updates
  • Customer reviews
  • Waivers and intake forms
  • Ticket transfer between queues, locations, and even staff members
  • Our service locator map

2:20 Joining the Walk-in Line
Alright, let’s take a quick tour of the WaitWell platform. For our demonstration today, I’ll be showing you a service center that everyone’s familiar with: the DMV.

We’re going to start our demo today on the service locator map. This map may be accessed by scanning a QR code or, most likely, a website link. This map is helpful if you have multiple locations that are available and accessible to the same customer. It’ll help them locate the nearest location, discover a new one, or find the location with the shortest wait time or best availability.

As you can see here, there are three DMV locations within the City of Calgary, and I’m going to choose the location closest to me right now, which is the DMV main. On the service locator map, you can also see the services offered at the location, hours of operation, and, most importantly, current wait times.

I’m going to go through two examples of customers accessing services: first, the customer joining the walk-in line, and then I’m going to go ahead and book an appointment. I’ll click “Book” to join the walk-in line.

Now this leads us to the join page. If the service locator map isn’t applicable to your business, then your customer would access this page directly from a QR code, a website link, a self-service kiosk, or maybe a tablet at your office. Our system enables a customer to join the line or book an appointment from virtually anywhere. This page can be customized to your company’s colors, various locations, and queues.

I’m going to start by joining the walk-in line here. This brings us to the signing page, where you’re going to see an estimated wait time at the top. As a theme throughout WaitWell, you’re able to customize each of these fields. In this case, we’re being asked for first and last name and, of course, what service I’m here to line up for. You can also request attachments, possibly a picture of an ID or document, or even prompt an intake or waiver form at this step. The more fields you add here, the more information you’ll have in advance of the customer’s arrival.

I’m going to go ahead and select knowledge and written testing as my service. Also, if applicable, WaitWell can allow for services to be administered in person, via a phone call, or through a virtual meeting. For virtual services, we can integrate with Google Meet, Zoom, and Microsoft Teams, depending on which virtual platform your office uses. All these platforms can be accessed directly through WaitWell.

Once the customer joins the line, they’ll be informed of their place in the queue, estimated wait time, and any information or instructions they may need to know prior to their service. We will automate reminders, updates, and any custom messages you may choose. Two-way texting is also available through our platform; both the customer and staff member can communicate prior to service. This can definitely help to avoid any confusion or delays upon arrival.

4:56 Booking an Appointment
Okay, let’s show you what it’s like for a customer to now book an appointment. Back to the join page, I’ll rebook the same services I did before. I’ll choose my date, my preferred method of service, and my desired time. WaitWell has its own built-in appointment booking calendar; however, we can also integrate with Microsoft Outlook and Google Calendar to decrease no-shows. We give the customer full control of their appointment; they can put themselves on hold, cancel, or reschedule their appointment directly from their phone.

We can also set it up so the customer can confirm their appointment via SMS or by email. That is booking an appointment. The customers will also receive all the reminders and updates just as the walk-in line customer did.

5:39 Staff Queue Screen Overview
Now let’s turn our attention to your staff and show you how easy it is for them to use WaitWell. This is the queue screen—essentially everything your front staff needs is right here on this screen. When a customer joins a line, this creates a ticket in the queue. Each color signifies a different service type. You can see the ticket I just created here at the bottom.

Looking at each ticket, you can see who they are, what service they’re here for, whether they’re here for a walk-in or appointment, and whether they’re an in-person visit, a phone call, or a virtual meeting. Our queue screen seamlessly integrates both walk-ins and appointments, improving your operational efficiency. If a customer is running late or has a no-show, our system will automatically fill that space with a walk-in, so bottlenecks and idle staff aren’t an issue for you anymore.

WaitWell is two-stage waiting, which allows you to control the flow and capacity of your waiting area. Just set this stage here to how many customers you’d like to fit within your office waiting room. As customers are being served, WaitWell will automatically move the queue along, simultaneously alerting the next customer that they’re ready for them. And there go your long lines! Decreased wait times and services can be much faster and more efficient as both the customers and your staff are fully prepared prior to service.

Now, every time you complete a service, just click “Done” and assign the next customer. Tickets will flow automatically and be assigned to the appropriate and available staff member, all along with WaitWell sending updates and instructions to the customers that are next in line.

6:55 Workflow Automation
From an efficiency standpoint, our system will only assign tickets to staff members that they’re trained to handle. No more customer runarounds! You’re able to customize which service types each staff member is assigned through WaitWell. This is just one of the ways our platform can be customized and configured to every unique workflow, location, and even staff member that you may have.

7:30 Ticket Actions
Okay, let’s look at a ticket. On every service ticket, there are a number of different actions you can take. I can write notes on the ticket for future reference, send a direct message to the customer, prioritize certain tickets, put customers on hold, prompt a waiver form, and one of our partners’ favorite features: the ticket transfer, where we can transfer the ticket to another location, queue, or staff member in one ticket.

As shown here, there’s also a full history of every customer on their ticket, including full ticket details, notes from other staff members, a communication log, and ticket information from all interactions they’ve ever had at your service center throughout their time.

To further enhance the flow and access the customer information, we can integrate with your information system or CRM.

8:21 Data and Analytics
Now for my favorite part of the tour: data analytics! Starting with a real-time dashboard showing current wait times, total services completed, and no-shows. Managers love having this available to them whether they’re in the office or working remotely from home. You can toggle between days as well.

If we move quickly back to our queue screen, you’ll see a drop-down from our KPI bar. This allows you to measure your KPI goals, such as wait time metrics, and ensure your team is always on track.

Of all the reasons why we’re finding businesses switch to WaitWell, reports are mentioned every time. We have a full library of over 32 pre-built and custom reports, same-day data exportation, and historical data readily available for you and your leadership at any time. These data points assist leadership in improving their operations, optimizing their workflows, addressing staffing needs, and monitoring their performance—tickets per hour or by agent, tickets by service type, time spent by service type, and of course, wait times, just to name a few of the available reports for you.

9:47 Integrations
Our platform can seamlessly integrate with the systems you already have in place. We work with a number of applications, whether they be CRMs, information systems, payment processors, and service technology.

WaitWell has a comprehensive API available that allows us to integrate virtually with anything, and if you’re a software engineer, you can look for our library of APIs.

10:38 Service Accessibility
One of the most important aspects of WaitWell is service accessibility. Our platform was built with accessibility in mind. We’ve focused on the experience for both staff and customers and have implemented accessibility features that can assist anyone who may have challenges accessing services.

Customers can easily join a line or book an appointment online, in person, or over the phone. Our solutions can be accessed from a desktop, tablet, or mobile phone, which can further eliminate barriers for your customers.

11:02 Staff Scheduling
Lastly, we can easily facilitate staff scheduling for you as well. This feature allows managers to set and manage staff shifts right from within the WaitWell platform. From shift management to tracking time, scheduling employees is made simple, enabling the management of daily service operations to flow more smoothly.

10:46 Conclusion
In conclusion, we can easily integrate WaitWell with your existing systems and technology. Our platform is fully customizable and allows you to create a seamless service experience for your customers, providing them the flexibility to join a line or book an appointment from anywhere, while also empowering your staff to provide exceptional service.

I hope you enjoyed this demo today. If you would like to learn more about WaitWell and how we can help your business, feel free to reach out. Thank you for your time!