Live Data at Your Fingertips

While a digital queuing system creates a better experience for members, it's also producing data, in real time, on the state of the queue and the members who are waiting. This vital intelligence allows credit unions to adjust operations on the fly and prioritize members. Consider these use cases, proactively driven by live data:

During peak times, if the queue to see a teller is too long, the system can send an alert to a supervisor and additional staff could be added to handle the rush.
Similarly, if a wait for services such as opening an account or a loan consultation arises, a manager could step in to help alleviate the queue.
Some waits may still be inevitable. The system can be set to recognize unacceptable wait times and give members the option to reserve an appointment to return at their convenience – and even to another branch.
If a wait takes longer than expected, the system can send alerts apologizing to members for the delay and even asking for more information about the member's need so that when their turn arrives, staffers are ready to assist them immediately.
Members who are in the branch for a quick service that can't be handled by a teller (e.g., providing a signature or being disbursed a check) can be prioritized so they aren't waiting a half-hour for a two-minute interaction.
Credit unions can provide satisfaction surveys directly after a visit to capture real-time experiences from members. Employees can then monitor responses and immediately reach out to members who submitted negative feedback.

Drawing From Historical Data

The lobby management experience can be tailored to the needs of your members and your staff. The long-term data generated by virtual queuing systems facilitates that customization.

Instant Insights /

The Advantages of a Data-Driven, In-Person Member Experience

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