The value of  managing customer visits through appointments

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February 2021

Taking responsibility for how your customers enter your business allows you to offer a better experience and maximise sales. Don’t let your competitors beat you to it!

Different businesses offer different experiences

There has always been a variation in how businesses welcome customers to their premises. Many open their doors and wait for customers to come and choose what they need. Others require employee availability to provide a service for their customers – for example a vet consultation, an MOT, a dress fitting... Some companies offer a mix of both so shoppers can browse alone or ask for help in choosing the best-suited product for them, for example, purchasing a TV, planning a new kitchen or choosing a new car.

Until now, customer flow has been self-levelling; if the TV sales assistant was busy with another customer then you’d just wait. However, with ongoing safety concerns, distancing requirements and limited capacity, businesses need to manage visits more closely to abide by rules and to offer the best possible service. Offering self-service through technology, especially on mobile phones, is now proving popular with brands and customers alike. It allows businesses to have greater control over visits, making them more consistent, safer and tailored to customer needs.

Customers notice when you take responsibility

During the first lockdown we observed a shift in the processes around customer service due to restrictions and fears for safety.

Customers don’t want to be hanging around, waiting in a queue before being allowed in or to talk to someone. The weather, other people’s manners and simply being busy can make queuing a pain. If customers aren’t willing to queue, you lose sales.

By taking responsibility for queues and making appointments, you can show your customers that you care about the experience you offer them and stand out against your competitors. Making a visit more comfortable and enjoyable for your customers will increase the likelihood that they purchase, come back again and tell their friends.

SmartQ gives you control over customer visits

The thought of implementing an appointment or slot system may seem costly and complicated. It doesn’t have to be.

Adactus can help, as we understand operations and how technology can be used to make them faster, safer and – crucially – cost effective.

We’ve been helping well-known brands manage customer experiences through technology for the last 20 years. We’ve developed booking, queueing, ordering, and other operational systems for well-known international brands like TGI Fridays and Pizza Hut, as well as more local and niche businesses.

We have taken all this knowledge and experience and created the new SmartQ suite of products to help businesses like yours manage their customer experience.

Click here to find out more about our Smart Q product then contact us to see how we can help your business.