The Waiting Experience

Time affects customer satisfaction

Individual Net Promoter Score (NPS) drops to 0 after 23 minutes of wait time. The most impactful element of Overall Satisfaction is the time spent in the store.

22% of shoppers will not complete a transaction because of time constraints. They will simply leave your store.

KNOWTHM gives time back to shoppers and redefines wait time management by adopting a customer-centric focus improving store performance and customer satisfaction.

SmartQueue by KNOWTHM will help both retailers and shoppers to reduce wait times by 10 minutes. That’s 30% – 50%. 

Engage shoppers when they want to

Shopper wants a product, NOW!

Shopper registers from ANYWHERE!

They arrive JUST IN TIME!

And enjoys the  experience

Customer shares feedback 

KNOWTHM mission: Reduce shoppers wait time

FIFO (first-in, first-out)
by Traditional Queuing system

SmartQueue
by 
KNOWTHM

With SmartQueue by KNOWTHM, context is added to the traditional FIFO service rule allowing service times to be calculated considering: Time to the store, Probability of purchase, State of queue and store service capacity and Priority of other shoppers in queue.

As a result during peak hours, SmartQueue significantly reduces wait time allowing retailers to serve more customers keeping them more satisfied.

Advantages

INCREASED SALES, BRAND VALUE AND CUSTOMER SATISFACTION

  • Increase Sales by up to 22%
  • Increase Net Promoter Score (NPS) by reducing wait time from 25 to 16 minutes
  • Bring more customers in to your stores
  • Measure customer satisfaction by using SmartQueue’s built in feedback
  • Offer targeted promotions through KNOWTHM engagement strategies
  • Reduce time spent with sales team by allowing shoppers to select their product or service while waiting
  • Keep customers engaged by confirming product availibility

    REDUCE COST OF SALES AND LEVERAGE EXISTING ASSETS

    • Reduce downtime between shoppers’ visits.
    • Leverage sales teams during low periods, no additional sales expenses
    • Use existing in-store sales team, processes and infrastructure
    • No capital investment required
    • Easily extractable data and information using standard office tools
    • Easy integration with REST APIs

    The 4-step concept

    IMPROVE SERVICE RULES

    KNOWTHM measures and improves customer satisfaction then translates this into the most efficient service rules for your stores.

    INCREASE SALES

    Customers have limited time to purchase. By giving them more time and by keeping them happier, SmartQueue allows retailers to serve more customers and complete more sales.

    REDUCE TIME TO PURCHASE

    Service rules allow SmartQueue to efficiently distribute service times. Reducing the average wait time and serving more valuable customers.

    IMPROVE CUSTOMER EXPERIENCE

    Any extra minute after 13 minutes of waiting will decrease the NET Promoter Score (NPS) note by 1.15. Our algorithms make sure that NPS is maximized across the whole client base.

    The 4-step concept

    IMPROVE SERVICE RULES

    KNOWTHM measures and improves customer satisfaction then translates this into the most efficient service rules for your stores.

    REDUCE TIME TO PURCHASE

    Service rules allow SmartQueue to efficiently distribute service times. Reducing the average wait time and serving more valuable customers.

    IMPROVE CUSTOMER EXPERIENCE

    Any extra minute after 13 minutes of waiting will decrease the NET Promoter Score (NPS) note by 1.15. Our algorithms make sure that NPS is maximized across the whole client base.

    INCREASE SALES

    Customers have limited time to purchase. By giving them more time and by keeping them happier, SmartQueue allows retailers to serve more customers and complete more sales.

    Want to know more?