Making Customer Service Personal
This time we want to show how one of the biggest archery stores in the world improved their customer service and made it personal with help of Qminder iPad app. Lancaster Archery Supply is one of the largest 3D archery shops in the world, and has customers from across the globe.
Lancaster Archery Supply used the old-fashioned ticketing system Turn-O-Matic. With this system clients didn’t like to be regarded as numbers. Staff couldn’t track the number of people in the store or why those people had come.
“The old ticketing system, Turn-O-Matic, was very impersonal. We couldn’t track how many people were waiting and where they were,” says Chris Scott, showroom manager at Lancaster Archery Supply.
The Queue and Customer Support Setup
The Qminder setup in Lancaster Archery Supply consists of three main steps. Next to the store’s entrance, in an iPad where customers can enter their names to get help from the archery TechXPerts. Lancaster Archery is proud that it also has mobile check-in capabilities. Using the Qminder mobile application, clients can check in on their way to the store. Three Samsung Smart TVs with the Qminder application let customers know when they will be called.
Scott explains: “Our customers know that they are waiting for the service and can see on the TV if they are the next up. They feel free to move around the showroom.”
The archery TechXPerts can call their next customers from the computer, a tablet or even a phone. No barrier exists between them, like it usually does when they are behind the serving desk.
The Benefits of a Queue Management System
Now Lancaster Archery Supply staff members greet every customer by name. At the same time, clients are more open, a trait that leads to more sales.
“Qminder has significantly helped in the daily work with customers. Now a consumer has a name, not a number. We can greet with a more personal environment,” says Scott.
The Qminder iPad application is also easy to use. People simply enter their names, and that’s it.
Now clients can see how long their wait times will be. Qminder has completely eliminated Lancaster Archery Supply’s customer claims about waiting for the service.
Scott confirms, “Clients exaggerated the time of waiting, but now we can see how long it actually is.”
Read detailed case study about Lancaster Archery Supply and explore how a retail shop improved their showroom and increased their sales.
