The CHALLENGE
Improve customer service without extra staff
Radwelt Bonnet is a specialist bike shop in Hesse. To avoid queues in the store and to make resources such as specialists transparent for customers, Sensape Q, the virtual queue, is in use since February 2021.
Improve customer service
In the best case scenario, customers at Radwelt Bonnet shouldn't have to wait to be served or advised because the professionals are busy at the moment. Bonnet wanted to bring customers directly to the right specialist staff and improve waiting times.
Make resources transparent
Customers should also be able to see how tight or open the capacities are in the store. Whether consulting, collection or workshop, the resources should be as transparent as possible.
Appointment service
In addition, customer appointments should be able to be managed clearly and booked by the customers themselves without the need for extra staff. The service is to be offered at the entrance to the store.
Avoid queues
To prevent annoyed customers and infections during the pandemic, queues in the store are to be avoided. Customers should be able to spend their waiting time in the place of their choice, for example in their car.
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