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Comm100 Queue Management is built to streamline the customer service queuing experience. From pre-arrival to post-conversation, the queue system analyzes and manages the flow of customer inquiries to cut wait times, enhance the customer experience, and improve service efficiency.
Comm100 Queue Management is built to streamline the customer service queuing experience. From pre-arrival to post-conversation, the queue system analyzes and manages the flow of customer inquiries to cut wait times, enhance the customer experience, and improve service efficiency.
“Comm100 has been an invaluable partner in revolutionizing the queue management system for UBC Vancouver’s Science Advising team. Their personalized approach, evident right from the initial meetings through to product launch, ensured a tailored solution that exceeded our expectations. The team’s responsiveness, collaborative nature, and continuous post-launch support set them apart. Comm100 is not just a service provider; they are a dedicated partner committed to our success.”
– Chris Oatman, Associate Director, Student Experience, Faculty of Science, UBC Science
Comm100 Queue Management significantly reduces wait times by giving customers flexibility and control. Customers can receive SMS and Email notifications, view waiting time, and even delay their turn. This leads to faster responses, lower queue abandonment, and happier customers.
Before customers enter a queue, they‘re required to input some basic details about themselves and their query, such as name, phone number, reasons for the visit. This information can be used by the agents to provide more helpful and contextualized support. Better still, the queue system stores queue-related data and post-service reports within the analytics suite to help you understand your customers and fine-tune your service operations.
The Comm100 Queue Management system removes the uncertainty of wait time by providing customers with real-time customized SMS notifications on their waiting status and estimated wait time. These texts, and the messaging around it, can also be automated and customized based on various scenarios. As well as improving the customer experience, this improves team and agent efficiency.
Comm100 Queue Management comes with easy-to-use customization settings to help you deliver a consistent customer experience with your branding and business operation schedule. You can update, modify or change the texts and pictures on the visitor interface and set the auto switch on/off for your queues in the system based on your own operational tempo.
With clear insights into the customer journey alongside real-time data, Comm100 Queue Management helps you improve agent allocation by understanding how many agents are needed and when. Within the queue system, agents can also check how many customers are waiting and how many agents are serving so they can handle queries appropriately.
Stay in control of your team by assigning work hours and time segments to each agent, creating a central view of availability. Monitor your queue in real-time, intervene as needed, and end sessions to manage peak traffic. The system also automatically updates availability to ensure visitors always connect with a live agent and your team responds efficiently.
Queue Management provides agents with all the tools they need to let them focus on what they’re best at – delivering high quality support. Agents can access customer info, as well as manage queue priorities, re-entering or pushing back visitors as needed to ensure customers receive timely support. Admins can also remove visible queue lengths so agents aren’t pressured into rushed conversations. Team communication is fostered too with built-in comment functionality.
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