Virtual Queuing: What You Need to Know

What do Disneyland and your local Kmart have in common? Perhaps not the Star Wars: Rise of the Resistance ride, but they do share an interest in virtual queuing systems.

Back in 1999, the Walt Disney Company had the brilliant idea of implementing virtual queue technology to reduce the wait time for families visiting their resorts and theme parks. It also gave their guests the time and freedom to enjoy themselves on their Disney holiday rather than waiting in line for roller-coaster rides.

This modern solution not only handled a large volume of customers; it also increased profits. As a result, it sparked interest among other amusement parks that followed in their footsteps, and, at the same time, various other industries started to develop virtual queuing solutions.

What Is Virtual Queue Management? How Does It Work?

Virtual queuing is one of many digital tools that assist companies in providing better and faster services to their customers. It is based on the simple idea that customers should not have to wait in a physical line for a service. They can, instead, go about their day and arrive at the service facility at their scheduled time.

Virtual Queue Examples

First-In, First-Out (FIFO) Virtual Queues
E.g., scanning a QR code at a busy store during back-to-school week, waiting your turn while grabbing a snack.

Scheduled Virtual Queues
Book a time online that fits your schedule.

Hybrid Queues
Pre-submit information online, pay ahead, but still stop by a desk briefly in-store.

Fully Virtual Queues
Queue, track, and get notified entirely online—with custom routing and preferences saved.

How Retail and Hospitality Use It

Retail:

• Capture customer insights

• Reduce wait-related complaints

• Enable click-and-collect or appointment pickup

• Prepare for customer needs in advance

Hospitality:

• Take pressure off dining room staff

• Enable table scheduling

• Use loyalty data to enhance VIP experiences

• Reduce crowding at peak times

Example: The Athlete’s Foot + Storeplay IQ

• In-store assistance via booking

• Social distancing via QR code

• Staff prep using pre-visit info

• Easier calendar planning on public holidays

Best Practices

• Train staff early

• Communicate clearly with customers

• Respond quickly and personally

• Keep testing and gathering feedback

• Pick a platform that adapts to your business needs

Storeplay IQ Can Help You Manage Virtual Queues

If you believe this is the future of shopping and want to learn more about how Storeplay IQ can implement the right virtual queuing system for your company, contact us, and let’s have a chat.