This is an important announcement. Yes. It really is. Early this year, all of our team started to work remote due to the pandemic and this caused us to work without any quality support from a teammate sitting next to us. There were very less coffee breaks or kitchen table conversations and suddenly, it was a bit difficult to clearly distinguish between the work-life and personal-life at home.
It was this time, when Qtip Mew offered to our team, her pawsistance in handling things that were otherwise not anymore a part of this “new normal”. She kept our team under her spurrvision for two days and after that, decided to extend her suppawrt for an improved well being of the whole company. She is really fond of our product Qtip.Me and will also be representing our company as our Official Brand Ampawssador.
Her activities will include, but not limited to:
=> Cheering the team during every Google Hangout => Enlighten the marketing team with creative ideas => Teaching the developers how to find bugs in and around the code => Occasionally, showing up in our social media
We’ve agreed to give her quality service and pay her in sustainable quantity of Q-tips. We believe that its a match made in heaven – and hope that she will agree to that. Hopefully soon.
PS: This post was edited to fix the spelling mistakes.
The pandemic has brought in new challenges and caused a lot of changes and restrictions – especially in the industry that deals with face-to-face interactions. This has affected customer service across multiple market segments.
We have customers and pilot cases in the UK and South Africa in the telecom and health care services sector. Some of our customers have stayed with us for as long as 5+ years at the time of writing this blog. They use Qtip.Me for managing customer service queues within their business premises. In such a challenging times, a mobile queuing system like ours turned out to be a game-changer to ensure customer service continuity for our customers.
Before Covid-19, the common challenges faced by businesses were mostly focused around Customer Experiences, Staff productivity, Efficiency, how to reduce the waiting time of consumers and provide them a smooth customer journey experience while they wait for customer service. However, in this new normal, the outlook of customer service has changed in many ways. The focus now remains on preventing the spread, making customer service more accessible and easy to use despite the restrictions imposed by the local law.
As an innovative and easy-to-use mobile app for queuing, we are glad to stand by our customers and their requirements. During these challenging times, many of our customers avoided using the standard queuing feature available in our product and made an immediate switch to “appointment based queuing”. One of our pilot customers used the combination of “appointment queues” and general queues to limit the number of people per hour within their premises and later, attended to their needs on a first-come-first-serve basis. In addition to this, our team was able to deliver new features that helped our customers in keeping the number of people within their business premises under a certain threshold.
The possibility to queue remotely allowed the businesses to reduce unnecessary face-to-face interactions without reducing the consumer’s needs being met. It also became easy to make social distancing possible at places where transmission risks add up.
“Qtip is working extremely well for us in store. It has led to much more stream-lined process and is professional.” says Jen, Store Manager with Sure Telecom in the UK
As a team, it gives us a lot of confidence and motivation when our customers show their confidence in our product. We are very happy that Qtip.Me / Jonoon.fi have been able to ensure safe queuing for everybody and that they are successful in overcoming the challenges put forward during these demanding times.
Qtip.Me has helped serve more than 283,000 customers, saved more than 28,000 hours for the future and we are still counting. We could not have done this alone – so, a big thanks to our customers and our team which made it all possible together.
“Queueing is such a hard word!” I admit, I’ve said it out loud a couple of times at our office while typing.
If your eyes jump on the letters as much as mine do, ‘queueing’ is the continuous form of the verb ‘to queue’, not the participle to describe the state of something. And well, our work is to get the queues moving!
‘Queueing’ is the only English word having more than four consecutive vowels, which is quite ironic, and I’ll tell you why.
It is good practice for typing, but how about when we pronounce it?
Vowels in a queue. [ˈvaʊəlz ɪn ə kju:]
Vowels queueing. [ˈvaʊəlz] ˈkju:ɪŋ]
For those, who are not familiar with International Phonetic Alphabet (IPA) here is a site that reads it out loud for you: English to IPA. In case you want to read out loud the IPA (those scribbles in the brackets), here is a site from IPA to English.
Yes, at first queueing might seem like a hard word, but when you say it out loud, it does not have so many separate pieces anymore, right?
Queues are quite simple, really. When you just type “Q”, it is pronounced like the whole word [kju:]! Then we add the -ing [‘ɪŋ] , and get the Q moving!
We want to make “I am queueing” as easy as it is to say it out loud. We take care of the writing part, just tell us where you want to go, or where you want to have your customers Q-ing! 🙂
At Codemenders Oy, we offer two flavors of Qtip.me. One is the standard “Software as a service” flavor (for anyone to register and start using at www.qtip.me) and other, the enterprise or corporate flavor (focusing more towards the on-premises needs of our corporate customers). It was a pleasant surprise to note that we’ve served more than a hundred thousand customers on the “Software as a service” flavor of Qtip.me. We decided to shout about it in our holiday greetings this year. While we knew this was coming, we were just not sure that Santa will bring this gift for us so early.
Happy to announce that Qtip.me handled its 100,000th customer (consumer) on December 18th, 2017 and we are still counting. No wonder, the holiday season also brings in a lot more queues for our customers and we are happy to be a part of their efforts to make their customers happier!
Please note, the impact report (related to Customer Waiting Times and Staff productivity) are in comparison to similar numbers from 2015-2016 timeframe.
Customer service is the first line of interaction that any business has with the people who are already paying or are considering to pay them in near future. Irrespective of the size of the company, the lifespan of an existing customer or a to-be customer completely depends on their experience of the customer service provided by the business. Customers are the first channel of marketing that help any business glow and grow by the most trusted form of marketing, the word of mouth!
Anything you say may be used against you in the court of law. A similar paradigm exists in the so called “Court of a Consumer”. Anything you or your staff may do or say, will be held against you by the consumer. This is the reason why, a Quality Customer Service is very, very important for a business to establish themselves and build a reputation. At Codemenders Oy, we’ve been in touch with various businesses to help them tailor Qtip.Me for their use and this has helped us understand the Three Basic Pillars of a Quality Customer Service.
1. Reduced waiting time
When waiting in queues, customers are quick to form opinions related to the business. A queue is one such place where the entire customer service experience can be made or broken. This is the place where a business cannot leave a customer disappointed. After waiting in a queue for more than five minutes, a customers perceived waiting time changes to twice of the actual wait time. Many people abandon the queue if its not moving fast enough. While some of them do complain or raise their concerns, many leave with a perception that brands or businesses do not care about them.
Waiting time is the single most important factor in customer satisfaction.
– Paco Underhill. Why we buy.
2. Streamlined service
Today’s customers are smart, connected and demanding. They want businesses to operate on all possible channels, be efficient and provide a better quality service. This makes streamlining a customer service process and support a crucial part of an organization’s business strategy. A simple step towards this is to know a customer’s needs in advance. Even before they arrive to the service desk physically. This allows the staff to engage with customers in an informed (and efficient) way and gets rid of unwanted wait from the whole process.
3. Happy and pro-active staff
Queues are boring. They consume time, resources and often come with additional overheads like managing the agitated customers, attend to that cute little wailing kid with a toy or an activity of their choice, making sure that there is enough coffee for everybody, making sure that there is nothing you accidentally do that can be held against you and still be “happy to help” when a customer arrives at your desk. Its not an ideal world and we all understand that all these overheads do affect the staff on a regular basis, thereby also affects the business efficiency. It is very important for any business to explicitly focus on their customer service staff. This not only keeps their morale high when serving customers, it also creates a silent-yet-effective marketing channel for the business as a brand that takes very good care of its employees.
We, as a team are very happy that we have been able to deliver to our customers a product that has helped them strengthen these three pillars of customer service and has given to them tangible results like upto 50% reduction in waiting times, 30-35% improvement in staff’s efficiency and a streamlined customer service.
The year 2016 was an interesting year for us at Codemenders Oy. We focused ourselves on the Finnish, UK market. Got to learn a lot about consumer behavior (I promise to find some time to write a post about this). Improved our understanding of what our customers want and grew as a team. Thank You!
In 2017, we aim to improve Qtip.Me as a product and bring in the most sought features by our customers. Some of them are:
Improved statistics: An improve UI and representation of “Customer Feedback” module.
Busy hour predictions: Predict the busy and not-so-busy hours at your store based on the history from the past.
Time and ticket distributions: Get to know what is the balance of number of customers handled in a queue vs the time spent by the staff in the same queue.
Queue monitoring: Create queue monitors that help you analyse the customer service experience in real time and raise alarms if needed.
I plan to a more detailed post about these items a bit later, but right now, this is a sneak-peek into whats cooking in 2017. I will also take this moment to thank our customers who responded to our “Listening to you” survey; which has helped us prioritize the recipe for a better Qtip.me in 2017.
Yes. Queues are everywhere. And they are boring. And they consume lot of time (for both, staff and consumers). And they take a lot of resources. And their most common side effects are: Reduced customer loyalty, Poor customer service experience, Demotivated staff, Increase in operational costs. Not that businesses don’t know about these, but it looks like, they forgot. With this post, we thought to remind them that a simple step towards improving customer experience goes a long way in maintaining the brand’s presence in the market.