The best financial experiences help customers and employees engage and achieve their goals in a pleasant environment.
Delivering Efficient Services
Qmatic solutions meet that need by minimizing actual and perceived wait times, targeting expertise and promotions, and personalizing every touch point.
From online through onsite, inform and empower your customers
Internet and location-basedmobile applicationsenable the customer to find a branch, schedule an appointment, and prepare for the appointment before arriving on site
On arrival, the customer can check quickly in viaself-service kiosks, mobile devices or reception
While waiting, they remain informed about their upcoming appointment viamobile virtual queuingalerts and gain relevant insights from digital signage throughout the environment
At the end of the appointment, the customer is invited to provide immediatefeedbackabout their experience using a mobile device equipped with a state-of-the-art Qmatic application
Smart operational tools help employees personalize each interaction
From the moment a customerschedules an appointmentvia the web, mobile device or call center, employees have the information needed to prepare the right onsite or remote expert for a productive engagement
To maximize resource allocation and minimize waiting times, customers are segmented by service need and tracked via software that creates a full view of the current service situation
Mobile virtual queuingsolutions equip employees to connect with customers wherever they are, keeping the customer informed and sustaining a higher level of productivity
Complete customer service history data is captured during every engagement, stored, and accessed throughreal-time dashboardsto drive personalization
Post-service customer feedbackcombines with wait time and transaction time data to generate the analytics needed for continuous operational improvements and a better customer experience
Safer queuing with virtual solutions
Interested in virtual queuing? Download our virtual queuing guide to learn more.
Looking at trends in retail banking, the most important thing as I see it, is that customer behavior has changed in the last five years. Previously, we would say that customers purchased a product, now they purchase an experience.
Customer journeys in banking can be difficult to follow, especially in the quickly changing landscape of retail banking. But staying close to the customer at every stage of the customer journey is key to driving business and keeping customers satisfied.