2025 in review: WaitWell’s big strides in making service effortless for staff and customers

From product enhancements to measurable results, here’s a look back at 2025 and what’s ahead.

For most customers, great service goes unnoticed. When things work smoothly, they are not thinking about the systems behind the experience. They simply reschedule an appointment late at night, upload documents ahead of time, track their wait, or step out briefly without worry. For staff, however, the difference between fragmented tools and a well designed service platform is obvious. One creates friction and frustration. The other makes it easier to focus on people.

In 2025, WaitWell leaned into that difference. We focused on reducing friction for customers while giving staff and administrators a platform that genuinely supports service delivery. Across queue management, appointments, intake, workflows, analytics, and follow ups, we continued to strengthen what it means to run one on one service well. Today, more than 1,700 locations across Canada and the United States rely on WaitWell to deliver service that feels effortless.

Product innovation: what we built in 2025

A more flexible, intuitive experience

A refreshed, modern client app

We launched a brand-new look for the WaitWell Client App, designed with clarity, efficiency, and ease of use in mind. The updated interface offers a cleaner, more intuitive experience across devices, making it easier for visitors to check in, view their place in line, and access services with confidence.

Kiosk button and layout customization

Organizations now have greater control over their on-site experience. A new kiosk settings page allows teams to customize button layouts, sizes, borders, fonts, and colors, ensuring the kiosk aligns with brand standards and accessibility needs.

Accessibility and inclusion improvements

Enhanced lobby display options

We introduced new lobby display layouts, including a room signage display that allows staff to monitor a specific room or desk and show the currently assigned customer. Organizations can also configure banners and timed alert messages to share important information in the lobby.

Expanded language support

To better serve diverse communities, we added new language options across the Client App, Kiosk, and Staff App. Languages can be easily configured through Customer Site and App settings.

New languages added in 2025 include Ukrainian, Somali, Punjabi, and Arabic. These updates support more inclusive and accessible service experiences across industries.

Smarter reporting and communication

New reporting capabilities

Saved reports give teams a faster way to access the data they rely on most. Any report can now be favorited with specific filters and column selections, so staff can quickly return to the exact views they use for daily operations, performance reviews, or trend analysis without needing to reset report parameters.

The ticket transfer report provides a comprehensive, dashboard-style view into how tickets move across services, queues, and locations. Teams can see the most common transfer paths, identify patterns over time, and drill directly into the tickets behind each data point. This makes it easier to spot bottlenecks, understand handoffs, and improve service flow.

Ticket volume trending by queue adds a new way to visualize demand over time. With the ability to compare one or multiple queues and filter by ticket status, organizations can better anticipate busy periods, evaluate staffing decisions, and understand how demand changes day to day or season to season.

Improved messages tab

The Messages add-on was enhanced to make it easier for staff to track and manage incoming messages across multiple queues and locations. Teams can view message threads, mark messages as read, and monitor communication in one centralized place, reducing missed messages and improving responsiveness.

Expanded integrations and better insights

New integrations

In 2025, WaitWell launched a selection of out-of-the-box integrations designed to support scheduling, intake, and service delivery. A few examples include:

• CharmHealth automatically creates and updates patient records using booking and queue details, so everything stays up to date without manual work.
• Shepherd keeps records aligned from booking through check-in and care, ensuring a smooth and connected experience.
• Freshworks FreshDesk integration lets WaitWell create and update help desk tickets directly in FreshDesk, making support faster and easier.
• Vetspire syncs patient information directly with Vetspire records, supporting seamless veterinary workflows.

Deeper visibility with Google Analytics

The WaitWell Client App now integrates with Google Analytics, giving organizations clearer insight into how visitors move from their website into WaitWell. Teams can see when customers arrive from their site, how they interact with booking and queue options, and whether they follow through with making appointments or checking in. This added visibility helps organizations understand what’s driving engagement, where users may be dropping off, and how their website experience connects to real service outcomes.

Stay tuned for more integrations in the new year!

Real-world impact: time saved and workflows improved

In 2025, WaitWell continued to help organizations turn operational improvements into measurable, real-world impact. Across healthcare, higher education, and government, teams relied on WaitWell to manage high volumes of demand while keeping service moving smoothly.

To date, organizations using WaitWell have supported 49.39 million total users, including individuals who have returned and used the platform multiple times, and enabled 34.67 thousand staff accounts to manage daily service operations. Across these organizations, teams have served 34.67 million tickets, supporting millions of in-person and virtual interactions.

This scale translated into an estimated 8.36 million hours saved for staff and visitors by reducing wait times, streamlining check-ins, and improving how services are scheduled and delivered.

Together, these results translate into meaningful improvements felt on the ground. Teams work more efficiently, visitors spend less time waiting and wondering, and service journeys become faster and more predictable. These outcomes are echoed in feedback from WaitWell organizations across the board-like this reflection from Nevada DMV Director Tonya Laney:

“Ever since our implementation of WaitWell last year, our offices have been operating more smoothly and efficiently, which are great wins for everyone.”

Recognition powered by customers: G2 winter 2026

In the G2 Winter 2026 reports, WaitWell earned High Performer, Easiest to Use, Users Love Us, and Easiest Admin badges across key categories, including patient intake, patient scheduling, queue management, visitor management, and online appointment scheduling. These awards, driven by customer feedback, brought WaitWell’s total to more than 15 badges.

This recognition is powered entirely by real customer reviews and experiences. We are grateful to every customer who shared feedback and helped shape the platform.

On the road: learning from the industries we partner with

In 2025, the WaitWell team connected with customers and partners in person at 26 conferences and industry events across healthcare, higher education, and government. These moments gave us the chance to listen closely, learn what’s working well, and better understand the challenges teams face when managing high-demand services.

From healthcare events like CALUCA in Irvine, California, to higher education conferences including NACADA in Las Vegas and NASFAA in Anaheim, California, to motor vehicle registry events hosted by AAMVA in Alaska and Phoenix, as well as county-focused conferences such as NACO in Philadelphia, we heard directly from the people running busy front desks, coordinating complex schedules, and serving large volumes of visitors. ISSP, which focuses on one-stop service centers for student success, was a standout where we sponsored the event and hosted a welcome party that sparked meaningful, candid conversations with customers.

These in-person conversations continue to influence how we build, helping ensure WaitWell delivers practical, customer-driven solutions that support smoother operations and better service experiences for everyone.

Looking ahead: what’s coming next

AI is coming to WaitWell in a big way. We’re introducing intelligence that surfaces the right information at the right time-responding to questions, revealing patterns, and bringing clarity to complexity so teams can make confident decisions as work unfolds.What’s coming next will give teams access to insights and tools they have not had before, helping them plan more effectively, respond faster, and continue improving service experiences as needs evolve. Stay tuned for what’s ahead.

Thank you for being part of the journey

To our customers, partners, and the service providers who use WaitWell every day, thank you. Whether you are supporting patients, students, visitors, or communities, your dedication and feedback continue to shape what we build and how we grow.

We are grateful for the trust you place in WaitWell and for the insights you share from real-world use. We are proud of the progress made in 2025 and excited about what we will accomplish together in the year ahead.