qtipme

A new milestone reached …

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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!

Thank you!

 

Please note, the impact report (related to Customer Waiting Times and Staff productivity) are in comparison to similar numbers from 2015-2016 timeframe.

Three pillars of the Customer Service Industry

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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.

What’s cooking in 2017

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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:

  1. Improved statistics: An improve UI and representation of “Customer Feedback” module.
  2. Busy hour predictions: Predict the busy and not-so-busy hours at your store based on the history from the past.
  3. 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.
  4. 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.

 

Queues are everywhere…

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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.

What is qtip.me

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qtip.me logo

take a tip, skip the queue

As an end-user, in our day-to-day life, we spend lot of time waiting in queues for various simple services. All those times are spent waiting while they could have been used in many different ways. 

QTIP.ME is a cloud based service that allows you to spend your waiting time however you want to. Do you want pick some groceries or do some laundry while you are still a part of the queue at the local tax office? Or may be you would want to grab a cup of coffee at your favourite cafe? qtip.me gives you that independence. It allows you to be a part of the queue remotely, so that no physical presence is required to be a part of the queue.

 

You can:

  • See the “real time status” of the queues at all the nearby offices that use qtip.me
  • Take a remote ticket at the office of your choice
  • Relax! You will be notified of the queue’s progress

Based on the “tips” or notifications we provide you about the queue progress, you can decide when is the right time for you to visit the service point and get served without waiting aimlessly for too long.

So, what you need to do?

  • Download our application from leading app stores*
  • Find an office nearby and then, “take a tip, skip the queue”

Don’t worry if you don’t find any nearby offices! Feel free to recommend us to any offices near you! Or get in touch with us at qtip.me@codemenders.com with details of an office where you would like to see qtip.me and we will make that possible! Remember, qtip.me will always be free for you!

 

For service points, this means a huge amount of savings and happier customers! By using qtip.me, the service points can allow their customers to view the current status of any of queues available and be a part of it. Customers can enjoy the independence of doing whatever they want and they are not forced to wait at the boring waiting lounges. This immediately means reduction in the maintenance cost of the lounges.

Some of the benefits all the service points can enjoy by using qtip.me are:

  • Happier customers! Yes, your customers will feel privileged when they know that you value their time. 
  • Happier staff! With the ability to predict the customer flow and not so many people standing right on their face waiting to be served, this will improve the mental state of the staff! Happy staff will make customers happier!
  • Reduced infrastructure costs. To be able to make the waiting lounges support a large number of customers, there are many things that need to be taken care of. For example, drinking water, coffee, seating arrangements, air conditioning, WC etc. All these add to miscellaneous operating costs for an office. When your customers have this independence of queuing remotely, you definitely deserve an independence of more and more cost savings.
  • Instant customer feedback. qtip.me allows your customers to give an instant feedback to the services they obtained at your service point thus, allowing you to regularly improve your service. 
  • Predictive customer flowWith most of your customers visiting your office when its their turn, you can easily predict the customer flow and decide on how many service points you really want to operate. This way, your staff can be more productive.

And all of these benefits come at a charge as low as 0,95 € / day**!

 

 

qtip.me is now in beta

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After months of hard work and bug fixing, we are very proud to announce that qtip.me is now available for customers in Europe. As a local business, offices can register at qtip.me and start using this system immediately. QTIP.ME comes FREE for usage for the first three months after which, it is charged at normal prices (details).

For end users, it is completely free! Just download the application**, find an office nearby which uses “qtip.me” and be a part of their queue remotely.

take a tip, skip the queue!

** The client applications for qtip.me will soon be available in leading application stores (Windows Phone, iOS, Android)