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.
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.
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.
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
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
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.