7 Ways Businesses Can Enhance the Customer Walk-In Experience

Originally published by Ops Matters. Reposted with permission.

The most crucial aspect of any business is the customers. They are the backbone of a company. The customer walk-in experience is a vital part of every business, but it has been under-utilized and ignored by most companies. It needs to change as some amazing tools have come up over the years which can be used to improve the customer walk-in experience.

1. Receptionist-Less Lobbies

A receptionist is an employee who handles incoming requests, such as walk-ins and phone calls. Their primary responsibility is to greet visitors and provide information or assistance. 

A receptionist-less lobby is a building without a dedicated staff member at the main entrance of the building. Instead, kiosks are installed at every entrance where people can check themselves in or out using software designed specifically for this purpose.

Organizations often use visitor management systems to introduce automation into their business processes while providing better service experiences for their customers and employees.

Visitor check-in software is such kind of system software that helps businesses manage traffic flow through different parts of their facilities. It easily tracks arrivals, departures, reservation changes, appointments made online, etc., all on one platform.

With visitor check-in software installed on tablets or smartphones, front desk workers can now easily check people into their offices remotely. It not only streamlines the process but also allows for seamless communication between everyone involved in the visit.

2. Manage Walk-in Traffic with Ease

When you have visitor management software, you can easily check in visitors and manage their arrival. If a customer is in the store, they can check themselves in to receive a QR code or badge on their mobile device. 

According to a Statista poll conducted in the US in June 2021, 59% of participants think smartphones will invariably use QR codes in the future. Thus, it makes sense to use the QR code since its relevance is future-proof.

The QR code will allow them to see which employee is helping them as well as keep track of how long they have been waiting. It's also helpful for employees because it lets them know who is next up so that no one gets overlooked.

There are many ways visitor management systems make it easier for businesses to manage their walk-in traffic:

• The software automatically checks in customers and tracks wait times, so there's no need for employees to manually log each person that enters the business through its doors. It reduces errors and makes sure no one slips through unnoticed.
• The software also allows you to set rules based on age groups, gender, or other factors associated with individuals entering your business. They get directed toward appropriate areas within your company if needed.

3. Automatic Alerts

Asking visitors to sign in is a great way to get them accustomed to the process and introduce them to your software. But there are other ways to engage with customers at their first interaction with your business. One of these is by providing automatic alerts when certain services or amenities are available, encouraging visitors to use your app and the services it provides.

You could send out an alert when free parking becomes available within a certain range of the building. Also, when free WiFi access launches after a certain period, or even when free snacks are put out at a break room near where a visitor will be signing in. This method can be used for almost any amenity on offer, and once it's set up, you'll never have to worry about sending out those messages manually again.

4. Create a Positive First Impression

The first impression of a business is often made within seconds. Therefore, it's essential to ensure that customers feel welcome and appreciated during their initial encounter with your company, especially if they visit the office for the first time.

The best way to accomplish this is through visitor management software, which allows you to greet visitors by name as soon as they walk in the door. 

According to Grand View Research, the size of the worldwide software market was valued at US $51.08 billion in 2021, and from 2022 to 2028, it is anticipated to grow at a CAGR of 8.7%. Seeing the staggering global growth of the software industry, it is obvious that management software can be an integral segment that makes management far easier.

When people come into your building, it's easy for them to feel like they're just another number on an organizational chart or another task on a list of things you have to do before lunchtime. A visitor management system reduces stress for both parties.

Employees don't have to worry about missing out on an opportunity because there is no way for them to know about it ahead of time. At the same time, customers will appreciate being greeted by name instead of feeling like an outsider who doesn't belong there.

5. Capture Visitor Data in Real-Time and Manage It Efficiently

Your customers want to know they're being taken care of, and if you can't capture their data in real time, you will look sloppy. There are two ways to handle visitor data: collecting it at the front desk or having it automatically captured by a visitor management system.

When more than one person is working at the front desk, ensure everyone knows how vital it is for them to take down accurate information from potential visitors. Even current customers who've come back with questions about products or services. You'll get better results from your campaigns if you have consistent data across all channels.

6. Helps in Pre-booking Appointments

Receptionists are often tied up with many tasks and activities requiring attention. Visitor management software helps automate these tasks to free up receptionists to focus on more crucial issues.

With this in place, visitors can book appointments in advance and be informed when any changes or cancellations occur. Receptionists can also have a way to easily reschedule an appointment if the visitor is not available at the original time of booking. It could be due to unforeseen circumstances such as traffic jams or meeting running behind schedule, which means less hassle for both parties involved.

7. Improve the Security at Your Location

According to Facts & Factors, the market for visitor management software was valued at USD 1,529.50 million in 2021, and it is anticipated to reach USD 2724.42 million by 2028. 

Numerous paperless registrations and documents are mainly the reason for the market's growth over the forecast period. Because there is no longer a need for paper records, the paperless visitor management method encourages the expansion of the world market for visitor management software.

Visitor management software enhances the security of your location. It is helpful if you have a high volume of visitors or if your area is open 24 hours a day, seven days per week. You can use the software to screen visitors for weapons and contraband. It also ensures visitor safety by monitoring their activity throughout their stay at your premises.

In addition, visitor management systems will provide an audit trail that monitors the times each individual has visited your business. It allows us to know how long they stayed and what areas they were in during this period. It may help identify suspicious activities or behavior patterns that could indicate criminal activity.

Visitor Software Can Make the Visit Experience Easier for All the Parties

The customer walk-in experience is a unique situation. There are many parties involved, but the biggest challenge is often communication. Visitor management software can help businesses to improve the customer experience by making it easier for visitors to contact you and let you know they're there.

It also provides an easy way for employees to communicate with them and check them in. It improves efficiency and allows employees to focus on what they need to be focusing on, providing great service.