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QUEUE MANAGEMENT

AND

CUSTOMER PAGING

WE TAKE A 

UNIQUE APPROACH

THE PAGER

We turn your customers phone into a pager, set them free in your facility, or nearby.

INTERACTIVE ROBO-CALL

Accept Booking Traffif Light

ACCEPT

Delay Booking Traffic Light

DELAY

Decline Booking Traffic Light

DECLINE

Real time response visibility thanks to our patent pending interactive robo call paging.

NO APP

NO BARRIERS

We use Calls & Text only, there's no app for your customers to download in order to join your queue!

WORKFLOW

ENGINE

Manage customer flow with  one touch contextual calls & messages for just in time customer retrieval.

Second Guest Add Party Screen Shot

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SIMPLEST

SYSTEM YOU WILL EVER USE

No training is required to operate our platform thanks  to our intuitive user interface.  There are no apps for you to download, no software to install and it's so easy to use that you could be up and running less than 10 minutes after we've provided a demonstration.

HOW

DOES IT WORK?

How it Works - Step 1

WALK-IN ARRIVES

But there are no; advisors, consultants, doctors available.

How it Works - Step 2

ADD TO WAIT LIST

Capture their: Name, Number and any notes in Second Guest.

How it Works - Step 3

WHERE TO WAIT?

Guest chooses how and where to wait, but why not give them a nudge by sending a suggestion

How it Works - Step 4

KEEP THEM UPDATED

Advise of pull forward, or push back of the quoted wait time.  Incentivise them to keep waiting.

How it Works - Step 5

READY

FOR YOU

Just one click or touch to make a 2-way interactive Robo-Call, and/or send an SMS text advising you can now serve them.th

ACCEPT

Good News! They're on their way right now and will be here shortly.

How it Works - Step 6

CUSTOMER

RESPONDS

DELAY

Bad News! They're on their way but they're running late, you define how late is acceptable.

DECLINE

Great News! You know immediately that they're not coming and can page the next in line without  any delay.

Want the best news? Your decline isn't anonymous and you can now; send them an offer to try and incentivise them to "come back now", or send them a time limited "come back soon" offer.  It's your choice, you don't even have to send them anything right now if you prefer not to.

BIG BOARD

FOR LCD/PLASMA TV DISPLAY

Image of Waitlist displayed on TV

  • Provide customers with instant visibility.

  • Perfect for Window or Reception Area.

  • Automatically updates in real time.

  • Fully configurable options;

    • Specific Wait for someone/something, or a General Wait (first come first served).

    • Numbering of Customers.

    • Display of message and/or expected wait time.

    • Customer status (paged, responded etc).

AIR TRAFFIC CONTROL

ESTIMATED WAIT TIMES

Estimated wait times are just that - an estimate!

With Second Guest your customers are placed in a holding pattern, you can pull forward or push back their wait time at the touch of a button and your customers are kept updated.  You can then land them at the perfect time to serve them.

Provide the best possible experience by alleviating a common frustration for your guests, whilst giving your business the flexibility you need.  It's a win-win!

TARGETTED

MARKETING

Convert Walk-ins: You've spent marketing dollars bringing a walk-in to your business, don't lose them now!  Engage them, retain them, convert them.

Upsell: Leverage the power of suggestion by sending nudges to incentivize incremental sales to your walk-ins (which are no longer anonymous) right before they use your services.

Repeat: Turn them into a repeat customer (even if they declined today) with "come back soon" offers, or send a survey.

WAIT LIST

REGISTRATION CHANNELS

Add customers to your wait list via a variety of methods

TYPE:

METHOD:

WHO:

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website (tiny).png
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Walk-Ins & Phone-Ins

Add Party Directly in Software

Your Staff

Your customers directly via your website

Kiosk

Referrals, Apps, IOT

  1. Form that calls API's

  2. iFrame/Modal

via Second Guest's API's

Website Visitors

You Decide

via Self Service Kiosk

Your Customers whilst on premise

You're in full control, choose which channels you want to offer your customers.

WE PHONE

YOUR CUSTOMER

They'll hear it, even in a noisy cafe!

Unlike a single beep SMS text notification, which many other text only paging solutions rely on to notify the guest when you're ready for them.

​Second  Guest is the only paging solution with a patent-pending interactive robo-call as the page.

You're not left second guessing if the customer  will return!

1940s rotary dial phone

SHAPE

YOUR CUSTOMERS JOURNEY

Greet them, engage them, best of all - nudge them - to drive incremental sales

SMS text mesage example

Sorry for the delay, we're busier than usual today  but expect to call you in about 20 minutes.  Why not check out our app http://bit.ly/our-app

On Delay (Push Back)

SMS text message exampe

You're on the list!  Once you've completed your forms, why not checkout our other services

http://bit.ly/services over a refreshment in our cafe?

On Registration

SMS text message exampe

We're ready for you now, be sure to ask your advisor about our "best rate" mortgage health check.

On Ready

SMS text mesage example

On Decline

We're sorry you decided not to wait today. If you come back in the next 7 days and show this message we'll give you 10% off your whole bill!

You're in full control, choose when to send SMS Text and/or make automated interactive calls.

All driven by workflow engine

PRE-BOOKED APPOINTMENTS

CHECK-IN

VIA KIOSK

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Second Guest does not provide an advance booking system for appointments, we do however recognize the need to manage the flow of arriving customers some of which will have a pre-booked appointment whilst others won't.

​

The Self Service Kiosk can be used to manage both, allowing those with a pre-booked appointment to "check in" and provide their appointment time.  We then set the time they can expect to be served to their appointment time, which determines where they appear on the waitlist.

QUEUE WATCHER

WAITLIST ON THE GO

On Registration

SMS text bubble

Did you know you can monitor your place on the waitlist from your phone? Just follow this link: www.2ndgqw.com/G6b9A

With Queue Watcher you can automatically send your customer a unique link via Text Message which allows them to monitor, or even cancel, their place on the waitlist.  Customers do not have to download or install an App to use the link.

Whilst Waiting

When Paged

Waitlist Queue Watcher
Waitlist Queue Watcher when Paged

DATA & ANALYTICS

MAKE INFORMED DECISIONS

  • How many walk-in customers yesterday?

  • How does that compare to last week, last month, last year?

  • What's the average wait-time?

  • How long do customers take to arrive when paged?

  • Whatever your data needs, we can help!

SUMMARY OF

  • Visibility: Immediate turning of consultants, advisors, doctors due to  real-time responses.

  • Service: Improve Customer Flow & Experience.

  • Adoption: No app for your customers to download, works on any phone!
  • Locations: Suitable for single or multi-site businesses with wait-list and data visibility across your whole business.

KEY BENEFITS

  • Retrieve walk-ins: Fill last minute cancellations.

  • Nudge: Drive incremental Sales
  • Affordable: Subscriptions to suit every budget, pays for itself via upsell nudges of high margin product.
  • Multilingual: Greet guests in their preferred language, pre-built Call & SMS Text templates for; English, Spanish, French and German.

WANT TO KNOW MORE?

no credit card required

Download a Product Brochure

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