About services
Services represent the types of assistance that your organization offers to customers. They are the foundation of the queuing system and have an impact throughout the whole customer journey in the following ways:
When a customer comes in contact with your organization, the first choice is often which service they want. The services are replicated in the following places:
on kiosk surfaces, where customers can select a service and get a ticket
in Mobile Ticket application, where customer can join a queue online
in the online booking site, where customers can book appointments.
Which service a customer chooses determines in which queue they are placed.
If you send out text messages and emails to customers before or during their visit, the information can be customized based on which service they have chosen.
In reporting, a lot of the data can be shown per service. Also, if you collect feedback through the Customer Feedback solution, the feedback can be analyzed per service.
Which services are available in a branch?
Which services are available in a branch is defined in the queuing profile of the operation profile assigned to the branch. For more information, see Managing queuing profiles