What Are Virtual Queues? A Complete Guide

Virtual queues are growing in popularity year by year, especially after the COVID pandemic. It is a term that is being used more often than ever. But what are virtual queues? Why are they used? What benefits do they provide? And why is it important to implement a virtual queue at your business? Let us take a look at the complete guide on what this magnificent tool is.

The Problem With Physical Queues

Traditionally, queues are managed by people themselves by arranging themselves in a long line. This has a lot of problems.

Physical queues are frustrating. It is not easy to stand in a line for more than 15 minutes. In some cases where lines are long, it is not unusual to be standing for hours on end. This is especially difficult for people with disabilities or older people, making it a process that restricts human accessibility.

Then there are the costs for businesses. Consider the lobby of a clinic. If it is a smaller clinic, they have an occupancy limit in place, but when an emergency happens or there are a lot of people who need to be taken care of, queues can be longer than anticipated. This leads to congestion and processes getting stuck or restricted because of the long lines. The lobby becomes chaotic, causing frustration and dissatisfaction among waiting customers. This directly impacts staff performance, operations, and customer loyalty towards the business. Physical queues, in most cases, result in lost revenue and a dissatisfied customer base.

The majority of the public were not aware that there are alternatives to physical queuing. The COVID pandemic was a turning point that made everyone aware of virtual queues and how user-friendly and simple they are to use. It also made businesses understand that virtual queues are not only a luxury for customers, but a necessity for business growth as well.

What Is a Virtual Queue?

A virtual queue is a digital system that essentially holds your place without your physical presence. The working process of virtual queues is very easy to understand. While there are different configurations depending on the type of business it is implemented in, the core principles remain the same.

Virtual queues and appointment scheduling are terms that people often use interchangeably and are frequently confused. Appointment scheduling systems essentially let anyone book an appointment through an online portal for a future date and time. They may have notification capabilities, but they do not have the full set of features a queue management system offers, such as priority queuing or token reassignment to a different counter or service.

The primary difference between a virtual queue and an appointment scheduling system is flexibility. Appointment scheduling is a rigid process and is not suited for real-time management. Virtual queues, on the other hand, are designed for locations where managing queues requires more than just collecting customer details and appointments. It is a more flexible, real-time solution.

How a Virtual Queue Works: Step by Step

Here is a step-by-step walkthrough of the customer journey through a virtual queue. Let us consider a lobby with a kiosk, a QR code on the wall, and a webpage for joining the queue. These are the different modes for generating a virtual queue token.

1. Check-in: Depending on their preference, a customer can join through the kiosk or QR code if they are already at the location, or through the website if they are joining from home before arriving.
2. Token allocation: As soon as the customer’s details are entered and submitted, the system allocates a token number with a prefix indicating the service they require. For example, a billing-related token might be prefixed with “BL”. If billing is a priority service, the token is placed above others in the queue; if not, it is placed in a normal position.
3. Staff visibility: Counter staff can immediately see the new token in the system, along with the customer’s name, phone number, and other details. Staff go through each token one by one using a first-come, first-served method, with priority tokens being called first.
4. Customer notification: When it is a customer’s turn, the counter staff clicks the token button. The token number and the assigned counter are displayed on a large monitor in the lobby. Simultaneously, the customer receives a notification via WhatsApp, SMS, or email instructing them to proceed to the specified counter.
5. Service completion: Once the service is complete, the counter staff clicks “End Token” to close the token and move on to the next person in line.
6. No-show handling: If a called token goes unanswered, the staff can attempt to contact the person. If there is still no response, the token is moved to a no-show list, giving staff a clear record of customers who registered but did not arrive.
7. Token reassignment: Staff can transfer a token from one counter to another. This is particularly useful in multi-service setups, such as a clinic where a primary counter first receives all patients and then routes them to the appropriate sub-counters based on their service. Multiple levels of reassignment are supported.

After the service, the business can send a WhatsApp or SMS message with a feedback collection link, allowing the customer to rate their experience. This is a widely appreciated feature on the Entry2Exit platform, giving businesses valuable insights into service quality and counter performance.

On the admin side, a detailed dashboard provides visibility across multiple branches. Admins can see logs of virtual queue activity, including how many customers have been served, who is currently being served, feedback submissions, and no-show records. The dashboard also displays KPIs such as peak hours, fastest counters, average wait time per counter, and best-performing services, enabling data-driven decisions to improve operations.

Types of Virtual Queues

Virtual queues can be segmented into four types:

• Linear Queue (First Come, First Served): This is the most basic and common type of virtual queue. Customers are served in the order they registered. It is widely used in service businesses such as salons, restaurants, and beauty parlours.
• Priority Queues: These are used in businesses where certain customers need to be served before others. In healthcare settings, for example, emergency patients are automatically given top priority. This can also apply to VIP customers or people with disabilities. Priority levels are configured by the admin, and the system handles the rest automatically.
• Multi-Service Queues: In businesses offering a large number of services, customers first visit a primary counter after their token is called and are then routed to the appropriate sub-counters based on the service they need. This reduces overcrowding in the lobby and enables easier staff allocation.
• Appointment-Backed Queues: In these queues, positions are allocated based on appointment time rather than registration time. For example, if Person A registered first but chose a 9 a.m. slot, while Person B registered later but chose an 8 a.m. slot, Person B will be served first. This type is common in salons, restaurants, cafes, doctor’s offices, government services, and meeting appointments.

All four types of virtual queues are offered by the Entry2Exit Queue Management System, making it one of the most versatile all-round solutions for virtual queuing. Entry2Exit also offers a free 14-day trial with full features in a live environment, so you can experience the system with real customers before committing to a licence.

Key Benefits for Customers

Now that we have understood how virtual queues work and their importance, let us look at how they benefit customers:

• Freedom to wait anywhere: Customers can generate a token and go about their errands, wait in a cafe, sit in their car, or browse the store in the case of a retail outlet. Instead of being stuck in one spot, they receive reminder notifications at set intervals via WhatsApp, SMS, or email.
• Multi-platform notifications: While most customers prefer WhatsApp, some regions do not support it. In such cases, SMS serves as the primary channel. This multi-platform approach ensures that Entry2Exit can reach customers through whatever channel works best for them, resulting in fewer no-shows for the business.
• Reduced perceived wait time: Studies have shown that customers who are given an estimated wait time report higher satisfaction than those waiting in a queue with no information, even when the latter were actually served faster. This shows that perceived wait time matters more than actual wait time. Reducing it leads to higher customer satisfaction, greater loyalty, and increased revenue for the business.
• Improved accessibility: Virtual queues allow differently-abled individuals to participate in processes that have traditionally been very physical and demanding. They no longer need to stand in line, giving them the same access as everyone else. Accessibility also extends to those who live far away. In cases such as food banks, where people historically had to queue from the moment a service opened, virtual queues allow someone to register from home and receive the same quality of service as those who live nearby.

Do You Need a Virtual Queue System?

Ask yourself the following questions:

• Is your business experiencing congestion in your lobbies or at your counters?
• Are your customers providing negative feedback or expressing dissatisfaction?
• Is your average wait time steadily increasing month over month?
• Are your staff showing signs of frustration at the end of a working day?
• Are competitors who offer virtual queues being preferred over your business?

If you answered yes to at least three of these questions, you need a virtual queuing system right now. You can get started with the Entry2Exit Queue Management System today for free and try it out for 14 days in a live environment where real customers interact, and see for yourself how Entry2Exit elevates operations at your establishment.

Frequently Asked Questions

1. What is the difference between a virtual queue and a traditional queue?

A traditional queue requires customers to be physically present in a line for the entire duration of their wait. A virtual queue holds their place digitally, allowing them to wait anywhere and only return to the counter when it is their turn. This eliminates congestion, reduces frustration, and gives customers freedom of movement.

2. How does a customer join a virtual queue?

Customers can join a virtual queue through multiple channels depending on what the business has set up. Common options include scanning a QR code at the venue, using a self-service kiosk, joining through a website link, or registering via WhatsApp or SMS. Once registered, they receive a token and are notified when it is their turn.

3. Is a virtual queue suitable for small businesses?

Yes, virtual queue systems are scalable and can be configured for businesses of any size, from small single-counter setups to large multi-branch enterprises. Entry2Exit, for example, offers flexible plans that cater to both small businesses and large organisations.

4. What happens if a customer misses their turn?

If a customer does not respond when their token is called, the counter staff can attempt to contact them directly. If there is still no response, the token is moved to a no-show list. The staff can then proceed to the next customer while maintaining a clear record of who did not arrive.

5. Can a virtual queue handle multiple services at the same location?

Yes. Multi-service queues allow businesses to route customers from a primary counter to different sub-counters based on their specific service needs. This is ideal for settings such as clinics, banks, or government offices where a single location offers several distinct services.

6. How are customers notified when it is their turn?

Customers are notified through their preferred communication channel, which may include WhatsApp, SMS, or email. The notification is sent as soon as the counter staff call their token, and it typically includes the token number and the counter they should proceed to.

7. Does Entry2Exit offer a free trial?

Yes. Entry2Exit offers a 14-day free trial with access to all features in a fully live environment. This means you can test the system with real customers and real queues before making any commitment. You can sign up directly on the Entry2Exit website to get started.