The Importance of Choosing Right
Choosing queue management software might seem straightforward—they all manage queues, right? But the wrong choice can mean frustrated customers, wasted money, and a system that gathers dust while your staff reverts to paper lists.
The right choice, on the other hand, can transform your customer experience, boost revenue, and free your team to focus on what matters most: delivering excellent service.
The stakes are higher than you might think:
- A poorly chosen system leads to low adoption, staff frustration, and no improvement
- The right system delivers ROI within weeks, happy customers, and operational insights you've never had
Step 1: Assess Your Business Needs
Industry Requirements
| Industry | Key Requirements | Special Considerations |
|---|---|---|
| Restaurants & Cafés | Walk-in management, SMS notifications, wait time estimates | Party size handling, table turnover tracking |
| Healthcare | Privacy compliance, multiple queue types, appointment integration | Patient confidentiality, triage capabilities |
| Retail | Service counter management, simple check-in, basic analytics | Multiple service types, floor traffic flow |
| Barbershops/Salons | Walk-in + appointment combo, staff assignment, service types | Stylist/barber selection, service duration estimates |
| Government Services | Multi-service queues, accessibility, high volume handling | Compliance requirements, language support |
Volume Considerations
| Daily Volume | System Tier Needed |
|---|---|
| Under 50 | Free/Starter |
| 50-200 | Basic/Growth |
| 200-500 | Professional |
| 500-1,000 | Business/Pro |
| 1,000+ | Enterprise |
Budget Constraints
| Monthly Budget | What You Can Expect |
|---|---|
| $0 | Free tiers with significant limitations |
| $50-100 | Entry-level paid plans, core features |
| $100-250 | Full-featured solutions for SMBs |
| $250-500 | Premium solutions with advanced features |
| $500+ | Enterprise solutions with dedicated support |
Step 2: Essential Features Checklist
Customer Check-In Options
- ✅ QR code check-in — Essential
- ✅ Manual add by staff — Essential
- ⭐ Web check-in — Nice-to-have
- ⭐ Kiosk/tablet check-in — Situational
Notification Systems
- ✅ SMS notifications — Essential
- ✅ Real-time queue tracking — Important
- ⭐ Two-way messaging — Nice-to-have
Staff Interface
- ✅ Simple dashboard — Essential
- ✅ Mobile-friendly — Important
- ✅ One-click customer notification — Essential
- ✅ Manual queue management — Essential
Reporting and Analytics
- ✅ Average wait times — Important
- ✅ Peak hour analysis — Important
- ✅ No-show tracking — Important
- ⭐ Historical trends — Nice-to-have
Step 3: Nice-to-Have Features
Integrations
- POS system integration
- CRM connectivity
- Calendar (Google, Outlook)
- Zapier for automation
- API access for custom integrations
Multi-Language Support
Important for diverse communities—check customer-facing and staff interfaces.
Customisation Options
- Branding (logo, colours)
- Custom SMS templates
- Custom data fields
- Workflow configuration
Step 4: Questions to Ask Vendors
Implementation Questions
- How long does setup take?
- Is training required?
- What does implementation cost?
Support Questions
- What support hours are available?
- What support channels exist?
- What's average response time?
Data and Security Questions
- Where is customer data stored?
- What's your data retention policy?
- What security certifications do you have?
Pricing and Contract Questions
- What's included in the price?
- Are annual contracts required?
- What happens if I need to cancel?
Scalability Questions
- What happens if I grow rapidly?
- Can I add locations easily?
Step 5: Red Flags to Avoid
Pricing Red Flags
- ❌ Hidden SMS costs
- ❌ Required hardware purchases
- ❌ Complicated pricing tiers
- ❌ No free trial
- ❌ Long contracts with no trial
Feature Red Flags
- ❌ App-required check-in
- ❌ No SMS option
- ❌ Overly complex interface
- ❌ No mobile support for staff
- ❌ No manual add option
Contract Red Flags
- ❌ Long minimum terms
- ❌ Auto-renewal clauses
- ❌ Difficult cancellation
- ❌ No data export
Support Red Flags
- ❌ Only chatbot support
- ❌ Timezone mismatch
- ❌ Extra cost for phone support
- ❌ Slow response times
Step 6: Trial and Evaluation Tips
During Your Trial
- Week 1: Setup and basic testing
- Week 2: Real-world use during business hours
- Week 3: Stress test during busy periods
Evaluation Questions
- Did staff actually use it?
- Did customers find it easy?
- Were SMS notifications reliable?
- Did analytics provide useful insights?
- Was support responsive?
- Would you recommend it?
Get Staff Buy-In
- Include them in the evaluation
- Address their concerns
- Get their recommendation
- Identify champions
Step 7: Implementation Planning
Pre-Launch (1 Week Before)
- Complete account setup
- Customise SMS templates
- Create and print signage
- Train all staff
- Test everything end-to-end
Soft Launch (Week 1)
- Introduce during slower periods
- Offer alongside existing method
- Gather daily feedback
Full Launch (Week 2+)
- Transition all customers
- Phase out old methods
- Monitor closely
- Celebrate successes
Step 8: Change Management Considerations
Handling Staff Resistance
| Concern | Response |
|---|---|
| "More work" | Demonstrate time savings after learning curve |
| "Customers won't use it" | Share adoption data from similar businesses |
| "Old way worked" | Show data on walk-aways, complaints |
Customer Adoption Strategies
- Clear, simple signage
- Staff positioned to help
- Always have manual add option
- Mention benefits: "We'll text you when ready!"
Step 9: Making the Final Decision
Decision Framework
| Criteria | Weight |
|---|---|
| Features match needs | 25% |
| Ease of use | 20% |
| Price/value | 20% |
| Support quality | 15% |
| Trial experience | 10% |
| Staff feedback | 10% |
Remember: You Can Switch
Most systems offer month-to-month billing. Don't let analysis paralysis delay improvement.
Step 10: Top Recommendations by Industry
| Industry | Best Choice | Price Range |
|---|---|---|
| Restaurants & Cafés | ScanQueue | $0-$249/mo AUD |
| Barbershops & Salons | ScanQueue or NextMe | $49-$149/mo |
| Medical Clinics | ScanQueue Pro or Waitwhile | $99-$299/mo |
| Retail Stores | Waitwhile or ScanQueue | $0-$299/mo |
| Government/High-Volume | Qminder or Qmatic | $200-$500+/mo |
Our Top Picks
- Best for Australian SMBs: ScanQueue
- Best for Enterprise: Waitwhile Business or Qmatic
- Best Value: ScanQueue Growth ($99/mo with SMS included)
- Best Free Option: ScanQueue Starter or Waitwhile Free
Quick Reference Summary
Essential Features (Must Have)
- ✅ QR code check-in (no app required)
- ✅ SMS notifications (reliable, fast)
- ✅ Simple staff dashboard
- ✅ Manual customer add option
- ✅ Basic analytics
Key Questions to Ask
- What's the total cost including SMS?
- How long does setup take?
- What support is available in my timezone?
- Can I cancel anytime?
- Is there a free trial?
Red Flags to Avoid
- ❌ App-required check-in
- ❌ Hidden SMS costs
- ❌ Long contract requirements
- ❌ Complex interfaces
- ❌ No trial available
See How ScanQueue Works
Discover how ScanQueue's simple 3-step process transforms your customer queue experience. No app downloads, no complicated setup.
See How It Works →Ready to Transform Your Queue Management?
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✓ Set up in under 10 minutes
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✓ Cancel anytime
Last updated: January 2026
S
ScanQueue Team
Queue Management Experts
Helping businesses reduce wait times and improve customer experience with smart queue management solutions.