Virtual Queuing System

3 ways to use virtual queues in stores during Covid-19
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As the situation changes, businesses and organizations need to adapt to the new normal. For service providers who remain open, the need for a safer environment for staff and visitors is becoming more important than ever.

One of the solutions to keep social distancing while providing services is using a virtual queue management system. What is it, and how does it work? We’ve compiled the most frequent questions about virtual queuing, and some specific questions related to the current situation.

Virtual queuing across different industries

Which industries can benefit from virtual queuing solutions in Covid-19 situation?

In the current environment where only essential businesses and service providers remain open, virtual queuing solutions can offer great advantages in:

Public sector

Government agencies and services that need to stay open


Hospitals, clinics, and other healthcare facilities


Grocery stores, pharmacies, other essential business stores

But businesses and service providers must be prepared for the significant influx of customers/visitors when restrictions are eased. Businesses and organizations like retail stores, banks, gyms/sport centers, and government offices can improve their efficiency with a virtual queue system, which will greatly help when the in-branch footfall increases. You can also implement appointment booking to further manage the customer flow, avoid unscheduled visits and minimize waiting times.

How can retailers use a virtual queuing system for queue control and to make sure staff and customers are safe?

Due to Covid-19, stores restrict the number of people that can be on their premises at any one time. There are two ways to do this.

Social distancing in stores with virtual queuing

First, retailers can use virtual queuing for in-store customers, where they can wait safely somewhere else (in the comfort of their homes or cars) and get called in when it’s their turn to enter the store. Customers can monitor their time in the virtual queue in real-time, and service providers can make sure they get the number of people on-premises is under control.

Curbside pickup with virtual queuing to support retail social distancing

The second solution is for retailers who enable shopping via webshops with a scheduled pick-up. This practice is also known for curbside pickup, in-store pickup, or click and collect. Customers can choose the time slots that suit them, get a reminder of the scheduled pick-up via a text message which also contains a link, and activate the link to announce their arrival. This link activation will send a notification to the staff, which will then hand the prepared order to the customers. With a virtual queuing system, retailers can provide seamless curbside customer service.

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How can a virtual queue management system in hospital help in the current situation?

With a virtual queue management system, healthcare facilities can manage patient flow, limit the number of people on-premises, and minimize waiting times to avoid virus spread. This can be done by using allowing patients to wait somewhere else and only enter the healthcare facilities when it’s their time and optimize staff allocation to improve the service. Better staff allocation and more efficient service can also contribute to the increase in patient satisfaction and reduction in staff’s stress levels.

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