Frequently Asked Questions

A queue management system is a set of tools designed to control customer queues. It helps businesses manage customer flow, reduce wait times, and improve the overall customer experience. Traditional systems often involve physical lines and paper tickets, while modern systems like ScanQueue use virtual and digital solutions. Modern queue management systems typically include features like digital check-in, real-time wait time estimates, SMS notifications, and analytics dashboards. These tools help businesses serve customers more efficiently while providing a better waiting experience.

A virtual queue management system allows customers to wait for service without being physically present in a line. Customers can join a queue remotely using their smartphone (e.g., by scanning a QR code) and receive notifications when it's their turn. This technology is transforming customer service across various industries by reducing perceived wait times and increasing customer satisfaction. Instead of standing in a crowded waiting area, customers can browse nearby shops, wait in their car, or continue with their day until they're notified.

A queue management system is crucial for several reasons: • **Improved Customer Experience**: Reduces frustration and perceived wait times, leading to happier customers who are more likely to return. • **Increased Efficiency**: Optimizes staff allocation and streamlines operations, allowing your team to focus on service rather than managing lines. • **Valuable Data Insights**: Provides data on wait times, service times, and customer flow, enabling data-driven decisions to improve your business. • **Reduced No-Shows**: Automated reminders and notifications can significantly decrease the number of customers who leave without being served. • **Increased Revenue**: A better customer experience leads to higher customer retention, positive reviews, and word-of-mouth referrals.

There are several types of queuing systems, each suited to different business needs: • **Structured Queues**: The traditional single-line queue where customers wait in a physical line. • **Unstructured Queues**: Customers waiting in a general area without a formal line, common in busy retail environments. • **Virtual Queues**: Customers wait remotely and are notified digitally when it's their turn - no physical waiting required. • **Mobile Queues**: A subset of virtual queues where customers use their mobile devices to join and monitor their place in line. ScanQueue is a virtual and mobile queue management system that leverages QR code technology for a seamless customer experience. No app downloads required - customers simply scan and wait anywhere they choose.

ScanQueue is simple to use for both businesses and customers: **1. Customers Scan a QR Code**: Place a QR code at your entrance, on your website, or share it via social media. Customers scan it with their smartphone to join the virtual queue instantly. **2. They Wait Anywhere**: Customers are free to wait wherever they feel comfortable – in their car, at a nearby shop, grabbing a coffee, or even at home if they're close by. **3. Receive SMS Notifications**: ScanQueue sends automated SMS notifications to customers when it's their turn to be served. They can also check their position in real-time. **4. Serve the Customer**: Your staff manages the queue from a simple, intuitive dashboard accessible on any device with an internet connection.

No! That's one of the best features of ScanQueue. It's a web-based application, so your customers don't need to download or install anything. They simply scan a QR code with their phone's camera and access the queue through their phone's web browser. This removes a major barrier to adoption - customers can join your queue in seconds without the friction of app store downloads, account creation, or app permissions. It works on any smartphone with a camera and web browser.

ScanQueue is packed with features to help you manage your queues effectively: • **QR Code Check-in**: The easiest way for customers to join your queue - no app needed. • **SMS Notifications**: Automated alerts keep customers informed about their position and when it's their turn. • **Voice Call Notifications**: Optional voice calls ensure customers never miss their turn, even if they miss an SMS. • **Customizable Branding**: Add your logo and brand colors to the queue page for a consistent brand experience. • **Real-time Dashboard**: Manage your queue from any device with an internet connection. • **Analytics & Reporting**: Gain insights into your customer flow, wait times, and peak periods. • **Staff Management**: Assign specific services to different staff members. • **Two-Way SMS**: Customers can reply to delay or cancel their spot. • **API Access**: Integrate ScanQueue with your existing systems (Pro & Enterprise plans).

Yes! You can customize the queue page with your own logo, brand colors, and messaging to ensure a consistent brand experience for your customers. The customization options include: • Your business logo displayed on the check-in page • Custom color schemes to match your brand • Personalized welcome messages • Custom SMS notification templates • Your business information and contact details This ensures that when customers interact with your queue, it feels like a seamless extension of your brand rather than a third-party tool.

Yes! ScanQueue offers voice call notifications as an add-on feature. While SMS notifications work great for most situations, voice calls provide an extra layer of reliability. Voice notifications are particularly useful for: • Noisy environments where SMS might be missed • Elderly customers who prefer phone calls • Time-critical situations where immediate attention is needed • Businesses that want to provide a premium, high-touch experience Voice calls have a 95%+ answer rate compared to approximately 20% for SMS open rates, making them ideal for ensuring customers never miss their turn.

ScanQueue offers a range of flexible and affordable pricing plans to suit businesses of all sizes: • **Starter (Free)**: Perfect for small businesses just getting started. Includes up to 50 customers/day and basic features. • **Growth ($99/month)**: Ideal for growing businesses. Includes up to 500 customers/day, 500 SMS included, advanced analytics, and custom branding. • **Pro ($249/month)**: Built for busy venues. Includes up to 2,000 customers/day, 1,400 SMS included, multi-location support, and dedicated support. • **Enterprise (Custom)**: For large businesses with custom needs. Unlimited customers, custom integrations, and dedicated account management. All plans include a 14-day free trial with no credit card required.

Yes, we offer a 14-day free trial on all our plans. You can test out all the features of ScanQueue and see how it can benefit your business, with no credit card required. During your trial, you'll have full access to: • All features of your chosen plan • SMS notifications (with trial limits) • Analytics and reporting • Customer support At the end of your trial, you can choose to continue with a paid plan or downgrade to our free Starter plan. There's no pressure and no automatic charges.

Absolutely. There are no lock-in contracts with ScanQueue. You can upgrade, downgrade, or cancel your plan at any time directly from your account dashboard. If you cancel: • Your subscription will remain active until the end of your current billing period • You won't be charged for the next period • Your data will be retained for 30 days in case you decide to return • You can export your customer data before cancellation We believe in earning your business every month, not locking you into long-term contracts.

We accept all major credit cards, including: • Visa • Mastercard • American Express All payments are processed securely through Stripe, a leading payment processor trusted by millions of businesses worldwide. Your payment information is encrypted and never stored on our servers. For Enterprise customers, we also offer invoice billing with NET 30 payment terms. Contact our sales team to discuss enterprise billing options.

You can set up your ScanQueue account and have your virtual queue running in under 5 minutes. The setup process is incredibly simple and requires no technical expertise: **Step 1**: Sign up for a free account (takes 30 seconds) **Step 2**: Enter your business details and customize your queue page **Step 3**: Print or display your unique QR code **Step 4**: Start accepting customers! Most businesses are fully operational within their first day. Our onboarding wizard guides you through each step, and our support team is available if you need any help.

Yes, we provide comprehensive support to all our customers. This includes: • **Free Onboarding**: We'll help you get set up and answer any initial questions via email or live chat. • **Video Tutorials**: A library of videos to guide you through every feature of ScanQueue. • **Knowledge Base**: Detailed articles and guides covering common questions and advanced features. • **Email & Live Chat Support**: Our support team is available during business hours (AEST) to help you with any issues. • **Priority Support**: Growth and Pro plan customers receive faster response times and dedicated support channels. • **Dedicated Account Manager**: Enterprise customers get a dedicated point of contact for all their needs.

ScanQueue is designed to be hardware-light. All you need is: **For Your Business**: • A device with an internet connection to manage your dashboard (e.g., a tablet, laptop, or smartphone) • A printer to print your QR code poster (or display it digitally on a screen) **For Your Customers**: • A smartphone with a camera to scan the QR code • That's it - no app download required! Unlike traditional queue systems that require expensive kiosk hardware, ticket printers, or pager systems, ScanQueue works with equipment you likely already have. This makes it incredibly cost-effective and easy to deploy.

Yes, security is our top priority. We implement multiple layers of protection: • **Encryption**: All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption. • **Australian Data Hosting**: All customer data is stored securely on servers located in Australia, complying with Australian privacy laws. • **No Unnecessary Data Collection**: We only collect the minimum information needed to provide our service (name and phone number for notifications). • **Regular Security Audits**: Our systems undergo regular security assessments and penetration testing. • **Secure Authentication**: Your staff accounts are protected with secure authentication and optional two-factor authentication. • **PCI Compliance**: Payment processing is handled by Stripe, which is PCI DSS Level 1 certified.

Yes, our Pro and Enterprise plans include API access, allowing you to integrate ScanQueue with your existing systems: • **CRM Integration**: Sync customer data with your CRM system • **POS Systems**: Connect with your point-of-sale system for seamless operations • **Booking Systems**: Integrate with appointment and reservation platforms • **Custom Webhooks**: Receive real-time notifications when queue events occur We also offer pre-built integrations with popular platforms and can work with Enterprise customers on custom integration projects. Our REST API is well-documented and our technical team can provide support during your integration process.

While an internet connection is required to manage the dashboard in real-time, ScanQueue is designed to handle connectivity issues gracefully: • **Customer Check-in**: Customers can still scan the QR code and join the queue even if your dashboard temporarily loses connection. The queue data is stored in the cloud. • **Dashboard Sync**: Once your connection is restored, the dashboard will automatically sync and update with the latest queue information. • **SMS Notifications**: These are sent from our servers, so they'll continue to work as long as your customers' phones have signal. • **Offline Backup**: For critical situations, you can view recent queue data that was cached before the connection dropped. We recommend having a mobile data backup (like a phone hotspot) for mission-critical operations, but brief internet interruptions won't disrupt your queue.

For restaurants and cafes, ScanQueue is a game-changer. It helps you: • **Reduce Wait Times**: Turn tables faster and serve more customers by eliminating inefficient waitlist management. • **Eliminate Crowds**: Create a more pleasant dining atmosphere by freeing up your entrance area - customers wait at the bar, outside, or nearby rather than crowding your host stand. • **Capture Lost Revenue**: Prevent customers from leaving due to long waits. With virtual queuing, they're free to browse nearby while waiting. • **Personalize Service**: Greet customers by name and manage their expectations with accurate wait time estimates. • **Boost Bar Revenue**: Customers waiting for tables often spend at the bar, increasing your per-customer revenue. • **Collect Customer Data**: Build a database for future marketing and loyalty programs. Many Australian restaurants report 20-30% reductions in walkaway rates after implementing ScanQueue.

Yes, ScanQueue is ideal for clinics, hospitals, pathology centers, and other healthcare providers. It helps you: • **Manage Patient Flow**: Efficiently handle walk-ins alongside scheduled appointments. • **Reduce Waiting Room Congestion**: Patients can wait in their cars or outside, reducing crowding and improving comfort. • **Maintain Privacy**: Patients are notified by SMS or voice call - no need to call names in a public waiting room. • **Improve Infection Control**: Especially important during flu season or pandemic situations, virtual waiting reduces exposure in crowded spaces. • **Better Patient Experience**: Patients appreciate not having to sit in a crowded waiting room, leading to higher satisfaction scores. • **Handle Multiple Queue Types**: Separate queues for different services (GP, pathology, specialist, etc.). Healthcare providers using ScanQueue report significant improvements in patient satisfaction and reduced complaints about wait times.

Absolutely! Retail stores can use ScanQueue in multiple ways: • **Service Counters**: Manage queues at customer service desks, returns counters, or specialist consultation areas. • **Fitting Rooms**: Let customers browse while waiting for a fitting room, notifying them when one becomes available. • **Peak Periods**: Handle busy sales events, product launches, or holiday rushes without creating chaotic lines. • **Click & Collect**: Notify customers when their online orders are ready for pickup. • **Personal Shopping**: Manage appointments and queues for personal shopping or consultation services. • **Pharmacy**: Perfect for retail pharmacies managing prescription pickups. The result is a premium, hassle-free shopping experience that keeps customers happy and coming back. Retailers report that customers appreciate the freedom to continue shopping while waiting, often increasing their purchase value.