Queue Management

Streamline your queueing experience

Comm100 Queue Management is built to streamline the customer service queuing experience. From pre-arrival to post-conversation, the system analyzes and manages the flow of customer inquiries to cut wait times, enhance the customer experience, and improve service efficiency.

Get to the front of the line happily every time

Queue up happily, quickly, smartly

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Lower wait times, happier customers

Long wait times are one of the major customer service complaints. By building a smarter and more seamless queueing process, Comm100 Queue Management significantly shortens wait times and allows customers to spend their queuing time at ease. With simple but valuable SMS queueing updates, you can boost customer satisfaction and reduce bounce rates that leave a lasting negative brand impression.

Personalized engagement supported by data analysis

Before a customer enters the queue, they are required to input some basic details about themselves and their query, such as name, phone number, and the reason for the visit. As well as informing the agent pre-conversation, this data is also stored within the platform alongside queue-related data and post-service reports so you can better understand your customers and fine-tune your service operations.

Removing uncertainty for an improved customer experience

Comm100 Queue Management removes the uncertainty of waiting 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 be automated and customized based on various scenarios. As well as improving the customer experience, this also improves team and agent efficiency.

Unlock your business growth with an improved brand image

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.

Accurate agent allocation

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. Agents themselves can also check how many customers are in the queue and how many agents are serving so they can handle queries appropriately.

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