BOSTON—June 5, 2013—TimeTrade®, the global market leader in online appointment scheduling for business, today announced a major enhancement to its TimeTrade Retail solution: TimeTrade Concierge™ – putting customer flow management into the hands of in-store and in-branch associates, while also empowering customers through self-service kiosk technology. With TimeTrade Concierge retailers, banks and retail healthcare providers create better first-impressions when customers arrive at their location and ensure high-quality personalized experiences to meet their needs and expectations. Customer satisfaction and retention are improved through reduced wait times, while in-store sales and service personnel management become more efficient.
Businesses use TimeTrade’s Appointment Cloud to empower their customers to book appointments over the Web, social media sites and mobile devices at over 25,000 retail, banking and healthcare locations worldwide. TimeTrade Concierge extends this capability to the point of service delivery so businesses can simultaneously manage customer flow of both pre-scheduled appointments and “walk-in” traffic using one or more of the following system components:
Concierge Assistant: Mobile in-store assisted selling technology lets associates view, manage, notify and schedule customer appointments from their iPad or Android tablet device.
Concierge Kiosk: Self-Service in-store kiosks enable pre-scheduled customers to check-in and walk-ins to sign up for the next available appointment.
Concierge Display: Digital signage displays a real-time appointment queue to provide visible and engaging feedback to customers waiting for service.
No More Waiting Around for Great Service
In his groundbreaking book Why We Buy; Paco Underhill states “the single most important factor in determining a shopper’s opinion of the service he or she receives is waiting time.” Underhill goes on to say that the perception of wait time can be greatly improved by employee-customer engagement and displaying a “customer queue,” indicating that their wait time will be finite and controlled. TimeTrade Concierge helps stores reduce wait times and better manage customer flow and expectations resulting in an exceptional shopping experience.
Customer experience is also a strategic imperative for retail banks. According to Ernst & Young’s Consumer Banking Survey 2012, there was a 70% year-over-year increase in customers planning to change banks, with 31% citing poor branch experience as the leading driver of attrition. The E&Y survey revealed that customers demand personal service and integrated multi-channel experiences that combine physical branches and in-person interactions with digital channels.
“TimeTrade Concierge helps retailers, banks and healthcare providers meet these challenges and provides the uniquely personal experiences customers demand by putting innovative technology for customer engagement at the point of service delivery,” said Mike Puglia, VP of Marketing, TimeTrade Systems. “Everyone wins when businesses improve productivity; and reduce costs while providing a better experience to the customer.”
TimeTrade is the world’s leading online appointment scheduling solution for business. TimeTrade is used to book appointments for customers throughout the U.S., Canada, Europe, and the Pacific Rim – directly facilitating more than $2 billion of commerce per year. World-class companies who’ve deployed TimeTrade’s online self-service appointment scheduling also see significant improvements in customer satisfaction and loyalty. TimeTrade provides online appointment scheduling solutions to scale to meet the varying needs of individuals, professionals, and large enterprises in consumer retail, retail banking, and retail healthcare. For more information please visit .
Press Contact: Patrick Rafter, firstname.lastname@example.org, 617-901-2697