Before 2020, improving the customer experience and expanding sales opportunities were already top of mind for many drug stores and retail pharmacies. COVID-19 changed everything.
A Better Customer Experience
While benefiting the pharmacy operation, virtual queuing also improves the customer experience. Some of the ways this happens include:
- Customers know exactly how long they’ll wait and receive regular updates;
- Staffers already know what service customers require as well as any special needs they may have. This speeds up the service and creates a more personalized experience;
- Customers don’t have to worry that a careless employee will inadvertently divulge personal information. Virtual queuing provides an added layer of discretion, all in a secure HIPAA-compliant platform; and
- The efficiency gained often leads to faster wait times, which customers always appreciate.
That last benefit underscores another reason virtual queuing has become attractive. Waiting in a crowded space with other possibly sick people wasn’t comfortable before the pandemic, and it has only gotten worse.
Virtual queuing gives customers the power to wait how they want. It can thin crowds in waiting areas, and someone can choose to move somewhere else while knowing their place in line is secure.
The customer experience forever changed as a result of COVID-19. Virtual queue management offers a small way to make a big impact on that experience at a time when your customers want to feel confident and accommodated.