How to Switch on the Power of “Go” for Customers and Employees

Are you giving employees and customers every chance to provide those 5-star ratings for your product or service?

There are many exciting tools now that can smooth any friction in your customer’s journey and bring you closer than ever to aligning your workforce and customers to create value. These tools are a lifesaver for organizations in the face of ever-increasing customer expectations.

There’s a new cadence in this age of the customer. It’s an unavoidable reality, and it does not include a lot of waiting around in lines – online or in your store. The new customer cadence is, quite simply, GO. Your customers want to move smoothly through every touch point and transaction. Friction in line management or at any point in the process puts you at risk for anything from customer drop-off to brand damage.

The Power of a Customer and Employee Experience Based on ‘Go’

Whether you are a retailer, a bank, a health clinic, a pharmacy, a DMV office, or any organization that has customers, there is no running away from customer expectations. And why should you? Look what switching on the power of “Go” can do for your customers and employees.

Empower employees to spend more time doing their job and less time mollifying irate customers.

• Qmatic DMV clients report a 50 percent reduction in wait time complaints and a 25 percent increase in customer satisfaction.

Transform the collision of online and in-store transactions into a seamless highway instead of a frustrating “stop and go” process for customers.

• A Qmatic customer reports that changing the way their clients are ‘greeted’ and check-in at the store dramatically improved client satisfaction with the in-store experience. They tell us it’s their second most important management system in each location, second only to revenue tracking.

Customers calm down when you give them a logical process, keep them informed along the way, and reduce their actual and/or perceived wait times. Employees calm down and do a better job when they are not punching bags for unsatisfied customers.

• One of our DMV customers used to literally have a punching bag in the employee break room because customer transactions were so frustrating. (I’m not kidding.) They on-boarded a suite of Qmatic tools, and that punching bag came down.

The Qmatic Power of “GO” toolkit gives you efficiency and communication tools, including:

• Advance appointment setting
• Line or queue management
• Digital sign-in and remote check-in
• Digital signage that can be customized to each customer along his or her journey
• Mobile workforce tools
• Staffing insights - align to peak and low-volume periods
• Real-time customer feedback
• Seamless goods pick-up – order online, no-hassle pick up in the store
• Gamification tools to reduce perceived wait time and increase customer engagement

Your power of “GO” toolkit also includes a dashboard so you can easily track customer data, map it to specific employees and customers, and create insight reports that help you to make meaningful adjustments.

If you haven’t started using these powerful customer journey tools, what are you waiting for? Contact Qmatic to see how the world of “GO” is within your reach and what it can do for your business.