10 Best Customer Flow Management Software Shortlist
Managing customer traffic and flow in retail stores and other busy establishments is crucial for providing good customer service, maximizing sales, and ensuring safety. Many businesses today are turning to customer flow management software to help automate and optimize the process.
In this article, I'll provide a guide to customer flow management systems. I'll cover the key features and capabilities of these solutions, which factors to consider when selecting software, and some recommendations for the top options to consider. Whether you operate a large retail store, restaurant, healthcare facility or other venue that gets high foot traffic, a good customer flow management system can be a game changer.
What is Customer Flow Management Software?
Customer flow management software refers to solutions designed to monitor and manage customer traffic in retail stores, restaurants, healthcare facilities, theme parks, and other high-traffic establishments. The goal is to optimize the flow of customers and provide visibility into key metrics like foot traffic, wait times, dwell times, and congestion areas.
These software platforms use sensors, video cameras, wifi signals, and other data collection methods to track customer movement and behaviors. The real-time data and analytics generated from the system can then be leveraged to improve floor plans, staff scheduling, queue management, and merchandising.
Overviews Of The 10 Best Customer Flow Management Software
To help you find the customer flow management software tool that’s right for you, here’s my deep dive into the best options on the market today:
Waitwhile
Best for reducing on-site walkaways
WaitWhile is an all-in-one virtual queuing and appointment scheduling platform that lets guests join from anywhere, reducing on-site walkaways and congestion. By enabling guests to remotely join queues, schedule appointments, and receive text updates, WaitWhile creates seamless wait experiences that maximize customer satisfaction in any waiting room.
Why I picked Waitwhile: This tool stands out as a comprehensive virtual queuing and appointment platform ideal for retail stores, restaurants, clinics and other high traffic businesses. WaitWhile offers easy self-service kiosk options, tailored SMS messaging, and integration capabilities.
Waitwhile Standout Features and Integrations:
Standout features include the ability to gather customer data at queue registration, SMS reminder messages for appointments, and their WalkedAway sensor integration to track customers who leave. WaitWhile also provides real-time updates and historical analytics.
Integrations are available with major POS systems, CRM and marketing tools, EHR (electronic health record) platforms, and kiosk providers. WaitWhile also offers an open API for connecting other systems as needed.
Pros
- Broad integration capabilities
- Gathers customer data
- Reduces on-site congestion
Cons
- Limited predictive analytics
- Can take time to customize flows
Qminder
Best for all-in-one queue management software
Qminder provides a versatile queue management platform suitable for organizations of all sizes. Their solutions help businesses across healthcare, government, retail, and other industries to optimize queues, improve the waiting experience for customers and patients, and enable data-driven decisions.
Why I picked Qminder: Qminder is a flexible virtual queue management system suitable for government offices, healthcare clinics, retail stores and other high traffic locations. It allows customers to join queues remotely via web or SMS to reduce congestion. Qminder uses forecasts and real-time data to optimize staffing and balance workloads.
Qminder Standout Features and Integrations:
Standout features include omnichannel queuing options, user-friendly TV display dashboards, and appointments optimized based on historical data. Qminder also provides valuable queue analytics.
Integrations are available with Epic, Cerner, Yelp, and a range of healthcare and government-focused software suites. Qminder also offers webhooks, a REST API, and data exports for easy connections.
Pros
- Leverages forecasts and data
- User-friendly dashboard
- Omnichannel queuing
Cons
- Add-ons increase costs
- More limited retail features
Qwaiting
Best for generating efficiencies that increase profit
QWaiting offers smart queue management to reduce visitor waiting time, increase staff productivity, and deliver a better customer experience. Businesses of all sizes have used this platform with great success to increase customer satisfaction and increase repeat business.
Why I picked QWaiting: This tool is a comprehensive solution for streamlining operations and elevating the entire visitor experience. The enhanced comfort and convenience encourage customers to wait, driving up the likelihood of successful transactions.
With QWaiting, visitors have the luxury of checking in via their mobile phones, allowing them to wait at their own convenience until it's their turn for service. Employees are equipped with all the information they need to provide personalized, top-notch customer service. You also gain real-time insights into everything from the customer journey to employee performance. These data points empower you to make more informed business decisions that further optimize your service and operations.
QWaiting Standout Features and Integrations:
Standout features include a self check-in kiosk system and customers can also use QR codes to scan and check-in via mobile devices. The platform includes multi-language support, making it accessible to a diverse customer base, as well as robust analytics tools to help you understand the data.
Integrations are available with POS systems like Oracle, Revel, Toast, CAKE, and Compeat. QWaiting also integrates with Opentable, Yelp, and Google. Its API allows connecting with reservation systems, CRM tools and building management platforms.
Pros
- Creates more efficient service
- Integrates with major POS platforms
- Reduces congestion and delays
Cons
- Setup can be complex
- Some services require a subscription
Q-nomy
Best for large retail chains and big box stores
Q-nomy’s customer flow management software provides all retail branches with advanced customer reception, queuing, routing, and interaction management tools. This makes it easy for retail chains to optimize the customer journey, with optional appointment booking and staff planning applications.
Why I picked Q-nomy: Q-nomy stands out for its ability to provide large retail chains and big box stores with a comprehensive view of customer journeys. Its sensors and video analytics generate incredibly detailed information, covering shopper behavior data, heatmaps, and operational insights.
This allows retailers to optimize branch layouts, staffing, and inventory. The solution integrates with other enterprise systems and its centralized dashboard enables corporations to oversee analytics across all locations.
Q-nomy Standout Features and Integrations:
Standout features include shelf-level sensors that identify which products customers are engaging with, impression analytics for ads and promos, and predictions for checkout times. Q-nomy also provides role-based reporting focused on key executive and departmental KPIs.
Integrations are available with Salesforce Commerce Cloud, SAP, Oracle, Toshiba, Tyco, Lenel, Genetec, Milestone, National Instruments, and Splunk. Q-nomy can integrate with ERP, POS, CRM, security systems, and other retail software solutions via API.
Pros
- Executive-level reporting
- Optimized branch operations
- Detailed shopper analytics
Cons
- Long implementation time
- Significant hardware investment
NICE CXone
Best cloud-based CX platform for managing the digital customer journey
NICE CXone is a complete, cloud-native customer experience platform that delivers AI-powered features across the whole customer journey. This helps businesses resolve issues quickly and efficiently.
Why I picked NICE CXone: NICE CXone stands out as an AI-powered customer analytics platform designed for large organizations. It uses speech analytics, desktop analytics, and customer journey data to optimize experiences across channels. You can intelligently meet your customers at any touch point, enable resolution through data-driven customer service, and empower employees to fix problems.
NICE CXone Standout Features and Integrations:
One standout feature for NICE CXone is its conversational AI tool that analyzes calls, chat, and emails to uncover insights at scale. CXone also enables customer journey orchestration and provides executive dashboards.
Integrations are available with CRM systems, marketing automation platforms, cloud communication tools and other CX technologies. NICE CXone also offers open APIs for custom integration.
Pros
- Executive-level dashboard
- Unified view across channels
- Powerful AI-driven analytics
Cons
- Significant training needed
- Requires large datasets
Leyline
Best for combined paper ticket and app solutions
Leyline organizes queues by assigning a service number to every customer. This eliminates traditional queueing and allows customers to explore goods and services while waiting for their turn. The software combines multiple methods, including traditional paper ticket dispensing, smartphone apps, or SMS messaging.
Why I picked Leyline: What sets Leyline apart is its focus on simplicity and flexibility. The platform is designed for easy installation, so you won't have to worry about complex infrastructure requirements. Leyline also offers rich booking capabilities through its APIs and widgets, allowing for a better customer experience.
Leyline Standout Features and Integrations:
Standout features for Leyline include its focus on simplicity and flexibility. Leyline supports a variety of third-party devices, making it easier to integrate the system into your existing setup. The software includes features supporting booking, statistics, signage, branding, and portability.
Integrations include advanced interoperability and connection functions to support your business needs, though specific native integrations are not disclosed.
Pros
- Built-in signage
- Rich booking capabilities
- Quick and easy installation
Cons
- Requires customization
- Complex setup
Qtrac
Best queue management system for transportation services
Qtrac is a cloud-based virtual queue management system and appointment scheduling platform. The software offers a modern queuing experience, multi-channel personalized engagement, and rich customer insights.
Why I picked Qtrac: This tool’s features include monitoring passenger density, wait time predictions using AI, and integration with passenger counting systems. Qtrac also offers executive reports and the ability to set occupancy threshold alerts.
Qtrac Standout Features and Integrations:
Standout features include digital check-in, which allows customers to scan a QR code, send a text message, or check in at a digital kiosk to enter the queue or book an appointment. Qtrac's notification capabilities go beyond a basic pick-a-number system, allowing you to keep customers in the loop about their place in line, the number of people ahead of them, the specific service they need, and any special requests they may have.
Integrations include CCTV, access control, announcements systems, digital signage, POS, HR, CRM, and other common transportation management platforms. Qtrac can also integrate with other tools via API.
Pros
- Integrates with transit management systems
- Wait time forecasting capabilities
- Designed for transportation hubs
Cons
- Limited customization options
- More limited retail functionality
QLess
Best for shortening on-site wait times for financial institutions
QLess is a queue management tool that helps eliminate waiting lines, creating safer experiences for visitors. The software aims to shorten on-site wait times by up to 97%, reduce crowding on walkaways by 75%, and enhance customer engagement.
Why I picked QLess: This is an optimized virtual queuing and appointment scheduling system for banks and financial services. It allows customers to check in online and receive SMS updates on wait times, reducing branch congestion. Queue analytics help optimize staffing to match demand. The intuitive user interface makes it easy for customers to use.
QLess Standout Features and Integrations:
Standout features include the ability for customers to join multiple queues simultaneously for different services. QLess also has advanced options for prioritizing high-value customers, and provides customer flow analytics to identify congestion points.
Integrations are available with Salesforce, Dynamics 365, Oracle, SAP, NCR Counterpoint, Diebold Nixdorf, Zebra, and a range of banking software solutions. QLess offers an open API for custom integrations as needed.
Pros
- Integrates with major banking software
- Easy for customers to use
- Reduces in-branch congestion
Cons
- Doesn't offer predictive analytics
- More focused on financial services
Wavetec
Best for video-based occupancy analytics
Wavetec’s queue management and digital transformation services support you in modernizing your business. The software helps improve your customer satisfaction standards, making the most of technological opportunities to achieve improved results on your digital journey.
Why I picked Wavetec: Wavetec is an optimal customer flow management system designed to improve the overall visitor experience. It uses video analytics to monitor wait times, identify congestion points, and reduce queue lengths. The data empowers better staff allocation and traffic direction.
Wavetec Standout Features and Integrations: Wavetec stands out for its video analytics technology tailored to optimize customer flows in large retail stores. It uses heatmaps and occupancy data to identify high traffic areas and bottlenecks. This allows retailers to adjust layouts, positioning and staffing to facilitate better movement.
Standout features include shelf-level sensors to capture in-store interactions, predictive analytics using AI, and LINKRange which connects metrics to other systems. Wavetec also offers executive dashboards and API integration.
Integrations are available with POS, CRM, inventory management, building management, and other enterprise platforms. Wavetec integrates with security cameras and its open API enables custom connections.
Pros
- Predictive analytics capabilities
- Detailed customer tracking
- Sophisticated video analytics
Cons
- More complex to set up
- Requires significant infrastructure
Qticket
Best for organizations with high-security requirements
Qticket is an enterprise-grade virtual queuing and appointment scheduling system designed for highly secure industries like finance, healthcare, and government to optimize long queues and upgrade service quality through simple integration. With Qticket, institutions can streamline wait times, congestion, and walkaways while driving efficiency without investing in new hardware or extensive staff training.
Why I picked Qticket: This tool stands out as an on-premise queue management system built specifically for highly secure environments like banks, healthcare clinics, and government offices. It integrates with existing systems to optimize customer flows without added hardware or training costs.
Qticket Standout Features and Integrations:
Standout features include meeting stringent compliance standards, utilizing biometric identification, and advanced user permissions. Qticket also supports walk-in customers and enables remote management of multiple locations.
Integrations are available with a range of banking, EHR (electronic health record), and government software suites. Qticket can ingest data from access control, CCTV, sensors, and other systems to unify data.
Pros
- Leverages existing infrastructure
- Remote multi-site management
- Built for high security needs
Cons
- Not ideal for quick setups
- More complex integration required
The 10 Best Customer Flow Management Software Summary
This comparison chart summarizes basic details about each of my top customer flow management software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
| Tool | Trial Info | Price | ||
|---|---|---|---|---|
| 1 | Waitwhile Best for reducing on-site walkaways | Limited free plan available | From $23/user/month | Website |
| 2 | Qminder Best for all-in-one queue management software | 14-day free trial | From $389/user/month | Website |
| 3 | Qwaiting Best for generating efficiencies that increase profit | 14-day free trial | Pricing upon request | Website |
| 4 | Q-nomy Best for large retail chains and big box stores | Free demo available | Pricing upon request | Website |
| 5 | NICE CXone Best cloud-based CX platform for managing the digital customer journey | Free demo available | Pricing upon request | Website |
| 6 | Leyline Best for combined paper ticket and app solutions | Not available | From €80/month | Website |
| 7 | Qtrac Best queue management system for transportation services | Free demo available | Pricing upon request | Website |
| 8 | QLess Best for shortening on-site wait times for financial institutions | Free demo available | Pricing upon request | Website |
| 9 | Wavetec Best for video-based occupancy analytics | Free demo available | Pricing upon request | Website |
| 10 | Qticket Best for organizations with high-security requirements | Free demo available | Pricing upon request | Website |
Other Options
Here are some other great tools that didn’t quite make my shortlist but may be well suited to your particular business needs:
- TablesReady
Best for restaurants with waitlists
- Qmatic
Best queue management software for public sector or enterprise-level organizations
- Zoho CRM
Best for fast implementation
- Segment
Best for enhancing customer interactions with AI
- Engageware
Best for conversational customer engagement
- Awebstar Queue Management System
Best for instant notifications
- Q-flow
Best for healthcare organizations
- WaitWell
Best for queue management for universities
- Buzzerr
Best for a pager-based system
- Retail Choreography
Best for increasing customer loyalty
Selection Criteria for Customer Flow Management Software
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best customer flow management software for this article:
Core Functionality
Customer flow management systems provide a range of core features and capabilities to help optimize customer traffic and movements. Here are some of the key functionalities to look for in customer flow software:
- Real-time Traffic Monitoring: The system should use sensors, cameras, and analytics to monitor the number of customers entering, exiting, and moving around the premises in real-time. This allows for constant visibility into traffic patterns.
- Occupancy Tracking: The software should have occupancy management features to prevent overcrowding. This includes setting occupancy limits for zones and areas and alerting staff when maximums are reached.
- Wait Time Management: The ability to accurately track wait times at queues, checkouts, transportation services, etc. and balance traffic to reduce waits is crucial. Alerts when waits exceed thresholds are helpful.
- Dwell Time Analytics: To understand engagement better, the system should monitor how long customers spend at product displays, exhibits, and other areas. This informs merchandising strategy.
- Staffing Optimization: The system should provide insights into staffing needs based on traffic patterns. This allows for scheduling the right number of staff at high volume times.
Key Features
When evaluating tools in this niche, I looked for software that offered the following features:
- Heat Mapping: A heat map view of the premises indicating high-traffic areas, bottlenecks, and congestion zones helps optimize layouts.
- Queue Management: Features like virtual queueing, mobile wait alerts, and signage help manage waits and give customers visibility into estimated wait times.
- Reporting & Analysis: Robust reporting and data analysis tools are key for deriving insights from the customer flow data collected.
- Customer Counting: Accurate counts of the number of customers entering, exiting, and inside the premises. This provides metrics on conversion rates and sales opportunities.
- Predictive Analytics: Using historical data and machine learning, the system can forecast future traffic levels and patterns. This enables better preparation for future efforts.
Usability
When reviewing customer flow software, I made usability a top priority in my selection criteria. I looked for systems with clean, intuitive interfaces that are easy for staff to navigate with minimal training.
The ideal solution has neatly organized menus and workflows so managers can quickly access the data visualizations, insights, and tools they need. I favored software with strong search functions and the ability to customize dashboards and reporting for different users and roles.
Mobile access via native apps was important to me as well. Managers should be able to monitor real-time metrics and receive alerts remotely on the go. I avoided solutions that seemed complex or would require lengthy consulting projects just to implement.
Data Security
With customer flow systems collecting images and data within premises, data security is a major consideration when evaluating solutions. I only considered software with robust security protections in place.
I prefer solutions with private cloud hosting options and the ability to store data on private servers behind company firewalls. For maximum security, some solutions allow restricting system access to the local network only. Regular security audits, penetration testing, and achieving compliance with standards like ISO 27001 demonstrate a dedication to security.
Software Integrations
To maximize value, I looked for customer flow systems that integrate with other key software platforms used by retailers and facilities. The ability to connect and share data between systems enables deeper insights and optimization.
Solutions should integrate with POS systems to match traffic patterns with sales and conversion metrics. In addition, integrating with inventory management and staff scheduling systems helps align staffing to traffic.
Integration with customer relationship management (CRM) platforms allows you to incorporate traffic data into customer profiles for more targeted marketing. Connecting with your loyalty program system enables tailored promotions based on shopping behaviors.
Pricing
Customer flow management software is priced in a few different ways depending on the vendor and specific solution. Many options use a subscription-based pricing model that involves:
- Base Subscription Fee: This monthly or annual fee provides access to the software platform and basic features. For retail-focused solutions, this ranges from $200 to $500 per month approximately.
- Per Location Fee: On top of the base fee, most charge an additional monthly fee for each physical location using the software. This runs around $50 to $150 per location per month.
- Per Sensor Fee: Solutions that provide proprietary sensors and hardware charge around $50 to $100 per sensor per month. Additional fees for more advanced sensors may apply.
- Per Additional Capability: Advanced features like predictive analytics or integration platforms often carry additional monthly fees. These range from $100 to $300 per capability.
For a retail business with 5 physical locations and basic hardware needs, costs would likely fall between $500 to $1,000 monthly. Larger deployments and added capabilities raise costs into the $2,000 to $5,000+ monthly range. I recommend discussing your specific requirements with vendors to get accurate pricing. And remember, one-time installation and hardware fees also apply upfront.
People Also Ask
Customer flow management is a complex matter that can become confusing. Here are answers to some of the questions I am most commonly asked:
What is meant by the term “customer flow”?
What are the main benefits of using customer flow management software?
What kind of hardware is required to use customer flow management software?
What is customer onboarding?
Other Customer Management Software Reviews
Here are some other articles you may find of interest, covering different types of customer management software:
- Call Queue Software
- Customer Experience Management Software
- Customer Communications Management Software
- Customer Analytics Tools
- Complaint Management Software Systems
- Customer Onboarding Software
Make the Most of Every Customer
By implementing the best customer flow management software, you improve the experience for all your visitors. This leads to greater customer satisfaction, which in turn leads to greater sales. Research shows that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
So there’s every incentive to work hard on improving the customer experience. That’s why so many managers sign up for our newsletter. They know it’s the best way to stay ahead of the curve and make the most of every customer.