The retail queue management system that transforms customer experience
Serve more customers in less time with an efficient virtual retail queue, two-way customer communications, and real-time operational insights.
Develop a reputation for speedy, satisfying service
Customers walk away from long lines that move too slowly. The right retail queue management system keeps customers moving so you can boost sales, revenue, and your service reputation.
Reduce customer walk-aways
Improve customer satisfaction by replacing lineups with a convenient virtual queue.
Increase revenue
Boost daily sales by encouraging customers to keep shopping (and spending) while they wait.
Unlock customer journey insights
Learn where, when, and why customers leave to know where to improve.
The WaitWell difference
Replace lengthy lines with convenient queues
Let customers add themselves to a virtual lineup via QR code, website link, or onsite kiosk. Customers can choose where they want to wait until it’s their turn to be served, and staff can easily monitor and manage the queue from a single screen.
- Self-serve check-in
- Automated text and email reminders
- Real-time status and wait times
Offer easy online booking for in-store service
Customers can self-schedule appointments for fittings, consultations, prescription pick-ups, and more directly on your website. 10 minutes before the appointment time, customers are automatically added to your queue screen, so staff know who to serve next.
- Automated text and email reminders
- Two-way texting
- Pre-visit document upload
Text promotional offers to customers in the queue
Create automated promotional messages based on service type, service stage, time, and location. Staff can easily send and receive in-app or SMS messages from a single queue screen.
- Pre-built retail communication templates
- Two-way texting
- Configurable communication workflows
Manage retail operations across multiple locations
Multi-location queue management and booking is simple with WaitWell. Easily configure settings, workflows, and communication by location or region in one easy-to-use dashboard.
Customize services
Adjust appointment availability to reflect the services you offer and the hours you’re open.
Create unique workflows
Automate manual tasks with the workflows that work best for each location.
Choose queuing methods
Choose which check-in options to offer where – QR code, website, or kiosk.
Discover actionable service data and customer insights
See real-time insights into customer wait times, staff performance, and customer experience ratings across multiple locations. A customizable dashboard and trend analysis help you spot inefficiencies and make scheduling or resourcing decisions based on accurate data.
12
Currently Waiting
18
Peak Waiting at 9am
6
Being Served
11 min
Average Wait Time
297
Total Served
3
No Show
2
Cancelled
6.4 min
Average Serve Time
More features retailers and shoppers love
Real-Time Wait Times
See the current or average wait time for any location, service, or provider.
Two-Way Texting
Communicate directly with customers before and after their visit.
Automated Promotions
Text customers about special deals when they join or leave the queue.
Queue Holds
Allow customers to put themselves on hold until they’re ready to be served.
Ticket Prioritization
Manage queues based on service urgency or appointment type.
Ticket Transfer
Transfer customer tickets to the service provider best able to help.
Self-Service Check-In
Let customers check in for appointments by responding to a confirmation text.
Customer Reviews
Track customer feedback by customer service rep, service type, and location.
What our retail customers are saying…
It has been running very smoothly and has really made a difference on our customers’ wait times and our stress levels.
Cordelia McCullagh Retail Manager
Mccarthy Uniforms
As a manager, when I am not in the physical space I get the pop-up in the corner of my screen, and I can see if things are getting hectic. I can then jump in and help.
Jeff Sears Manager
The Bike Shop
WaitWell implementation was straightforward and intuitive. The folks at WaitWell were readily available to answer any questions and fix small issues or personalizations with the platform very quickly.
Tarik Belarbi Customer Service and Project Management Director
Glentel
It’s a very simple system to use, with many amazing tools. You can use it just simply as a Line-Management Application, but it can do so much more.
Curtis C. WaitWell User
Instead of having a big line up go around our store, people can wait in the comfort of their vehicles or go shopping while waiting.
Sheniah H. WaitWell User
WaitWell is user-friendly and easy to configure. The performance is great too! Our stores are able to manage lines and appointments easily and with less effort since customers can join/cancel themselves.
Annie Retail Business Analyst
Frequently Asked Questions
How does WaitWell reduce customer walkaways in retail?
WaitWell can replace in-store lineups with a virtual queue customers join by QR code, website link, or kiosk, letting them keep shopping while they wait. Glentel reduced customer walkaways by 27% after adopting WaitWell.
Can customers book in-store appointments online?
WaitWell lets retail customers self-schedule appointments for services like fittings, consultations, and prescription pickups directly on your website. Ten minutes before the appointment, the customer is automatically added to the queue screen so staff know who to serve next.
Can WaitWell send promotional offers to customers while they wait?
WaitWell can automatically text promotional offers to customers based on service type, service stage, time, and location. Staff send and receive in-app or SMS messages from a single queue screen using pre-built retail communication templates.
Does WaitWell work across multiple retail locations?
WaitWell lets retailers configure services, workflows, and communication by location or region from one dashboard, and choose which check-in options — QR code, website, or kiosk — to offer at each store. Multi-location support and advanced analytics are included starting with the Basic plan.
What insights does WaitWell give retailers about customer behavior?
WaitWell provides real-time insights into customer wait times, staff performance, and experience ratings across locations, plus customer-journey data showing where, when, and why customers leave. A customizable dashboard and trend analysis help managers make staffing and scheduling decisions from accurate data.
Can customers leave and come back without losing their place in line?
WaitWell’s queue holds let customers put themselves on hold until they’re ready to be served, and staff can transfer tickets to the service provider best able to help. Customers can wait wherever they choose — in their vehicle, elsewhere in the store, or nearby — and track their status from their phone.
See why busy retailers are switching to WaitWell
Learn more about the most configurable, easy-to-use retail queue management platform available.