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Method and System of Customer Queue Position Exchange

IP.com Disclosure Number: IPCOM000236572D
Publication Date: 2014-May-05

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and a system of customer queue position exchange is proposed in this article, which aims to improve customers' experience and satisfaction. Good customer experience lead to better sales performance as it is well known. The customer queue management system (CQMS) is widely used in businesses. However, in many scenarios, the customers' experience of waiting in a queue is not satisfactory. The main reasons include too long waiting time and possible to miss a call if not waiting around. The proposed method and system can handle these situations. Based on predicted arrival time and call time, the proposal enables dynamic adjustment of customer positions in a queue. The customer who will inevitably miss a call will be placed to a new position, which saves the customer's time to queue again. Meanwhile, all other customers' positions can only be moved forward or stay unchanged, which also generally save their waiting time. The proposal works with existing CQMS as a non-intrusive component, and also work with mobile device side components. Such a design can guarantee that the information disclosed to customers is under control, meaning that which customers' positions are adjusted is not disclosed to all customers in the queue. This prevents customers' confusion, and more importantly, benefits all customers and maximizes the business efficiency in essence.

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