While Disney overestimates the waiting time in queues to give a nice surprise to guests, Burger King goes a step further with a game app to win the right to skip the queue, but especially in order to reduce the perceived waiting time. This use of the smartphone in the queues is appropriate, since more than one person in two uses his phone while waiting. However, more than just offer to use it while waiting, it is possible to use it to manage the queue: this is called the virtual queuing.
From traffic display…
The French website Jaimeattendre.com (literally “iliketowait.com”) launched its application « 02 Minutes of Waiting. » The application allows to identify peak times in tourist attractions, government agencies, or the best times to contact customer services.
… To queue management….
Using an application to manage queue, this innovation becomes popular and even Apple launches its app to end the long queues in front of its store. Apple’s application runs an algorithm that determines the client’s position in the queue. A customer will be given priority over another according to the priority given to his visit purpose. The customer will then receive three text messages: to confirm the request to the Genius Bar, to inform him to get ready to go to the Apple Store and to give him the actual availability of the technician. But Apple is not the first company to offer this kind of queue management application. The application SmartWait allows to save time for customers and receive them whenever they want.
The mobile application provides many features to customers:
- Find a site according to their position
- Getting the waiting time conditions for each department in real time.
- Indicate the time they want to come in and take a virtual ticket in the queue.
- Move forward their arrival time, postpone or simply cancel.
- Receive an alert when their turn approaches
… And appointments booking
More than a virtual ticket, SmartWait even offers to make an appointment from a smartphone. The customer receives a confirmation of the appointment and a reminder to be received by the advisor. Finally, in the health industry, where appointments are the general policy, this kind of application system tends to develop. In France there is now an application that avoids wasting time in doctors waiting rooms: myDocteo .
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