Help Center & Knowledge Base
85 Questions Answered
Frequently Asked Questions
Whether you're new to Qwaiting or looking to improve customer flow at your branch, this guide will help you explore our queue management solutions, virtual queues, self-service kiosks, integrations, and enterprise deployment.
FAQS
Qwaiting
General company background, headquarters, and global reach.
Qwaiting is a global queue management and customer journey platform. It handles appointments, virtual queues, kiosks, and feedback, so businesses cut waiting times, and customers leave happier.
Because it covers the whole customer journey, from booking to feedback, on one platform. Businesses get omnichannel control, real-time analytics, and easy scaling from one branch to hundreds.
Qwaiting is headquartered in Dubai, with offices in the USA, UK, Singapore, Saudi Arabia, and India, so support and rollout stay close to you.
Qwaiting was founded in 2018. In just a few years, it has grown into a platform trusted by thousands of businesses across 30+ countries.
FAQS
Queue Management Basics
How digital queuing works, core benefits, and handling walk-ins.
A queue management system organizes how customers wait and get served. It issues digital tickets, routes people to the right counter, and shows live wait times.
Customers check in via a kiosk, QR code, app, or WhatsApp and get a digital ticket. The system routes them to the right counter and updates everyone in real time.
Shorter perceived waits, fewer walkouts, happier staff, and better CSAT. You also get live data to spot bottlenecks and serve more customers without adding headcount.
Start by letting people book or join queues remotely, then route each visit by service type and staff skill. Live analytics show where time is leaking.
Yes. Qwaiting blends both in one flow using your priority rules, so booked customers are seen on time and walk-ins still get a fair, predictable wait.
Traditional systems just hand out numbers. Qwaiting manages the whole journey: booking, remote queuing, smart routing, alerts, feedback and analytics, so you fix waits at the source.
Yes. Set up separate services, counters and priority rules for each branch, then manage everything from a single dashboard.
Yes, especially for multi-location SMBs. Fewer walkouts and better use of staff time can pay back quickly, and Qwaiting scales as you grow.
FAQS
Virtual Queue and QR Code Queue
Contactless phone queues, QR check-in, and waiting without crowding.
A virtual queue lets customers hold their place in line from their phone. People can wait wherever they like and get alerted when their turn is near.
Customers join by scanning a QR code or opening a link, see their live position and estimated wait, then get an SMS or WhatsApp alert when to head in.
Customers scan a QR code at your entrance or from a poster, enter a few details, and join the queue instantly. No app download or hardware needed.
No. Visitors join through a link, QR code, or WhatsApp straight from their phone browser, so there is nothing to install and no friction.
Yes. They see their place in line and an estimated wait in real time, which keeps people calm and cuts the "how much longer?" questions at the desk.
You decide the rule. Staff can recall, skip, or re-queue the ticket, and the customer can be notified automatically so nobody gets lost in the shuffle.
Definitely. People wait outside, in the car or nearby, which clears lobbies, supports contactless service, and makes your space feel calmer.
FAQS
Appointment Scheduling
Online booking, calendars, automated reminders, and self-rescheduling.
It lets customers book time slots online for the service they need. Staff get a clear schedule, customers skip the wait, and nobody plays phone tag.
Customers pick a service, branch, date, and time on your branded booking page, then get an instant confirmation by email, SMS, or WhatsApp.
Yes. A simple link in their confirmation lets customers reschedule or cancel in seconds, which frees the slot for someone else and keeps your day full.
Yes. Automated SMS, WhatsApp, and email reminders go out before the visit, helping cut no-shows and keeping your schedule on track.
Reminders, easy rescheduling, and real-time tracking make no-shows less likely and more visible, so your team can fill gaps fast.
Yes. Add your logo, colors, and service names so the booking page feels like your brand from the very first click.
Absolutely. Configure hours, holidays, services, and capacity per branch, counter, or team member so bookings always match who is actually available.
FAQS
On-Premises Queue System
Self-hosted infrastructure, data sovereignty, and banking/government security.
It runs on servers inside your own facility, giving you full control over data and infrastructure. Ideal when policy or security rules require everything to stay in-house.
Typically government bodies, banks, and hospitals with strict data residency or connectivity rules. If your policy says "keep it in-house," on-prem fits.
Yes. Choose virtual, on-premises, or a mix, and keep one consistent customer experience as your needs change.
It depends on branch count, hardware, and integrations. Share your scope, and we will give you a realistic timeline.
FAQS
Self-Service Kiosks
Touchscreen ticketing, appointment check-in, paper & digital tokens.
A touchscreen where customers choose a service, check in for appointments, and get a ticket without waiting for staff to help.
Kiosks handle check-in and ticketing, so your team spends time serving instead of directing. Fewer repeat questions, calmer front desk.
Yes. Show your logo, colors, and the languages your visitors speak, so the kiosk feels native to your space.
Yes. Customers scan a QR code or enter a booking code, and they are checked in and in the queue within seconds.
Both. Customers can take a printed ticket or receive a digital one on their phone, whichever suits your site.
Kiosk interfaces can be configured with clear layouts and multiple languages. Ask us about accessibility options for your site.
FAQS
Face Recognition and Biometric Check-In
Touchless identification, instant verification, and security compliance.
Customers are identified with a quick face scan, so visitors check in without typing, touching, or showing documents. Fast, contactless, and secure.
Recognized customers skip forms and ID checks at the desk. Staff see who is arriving instantly, saving minutes on every visit.
Security is built in, and consent and data handling can be configured to match your policies and local regulations.
Hospitals, banks, government offices, airports, and corporate sites- anywhere identity checks matter, and queues build quickly.
Yes. Businesses can offer it alongside QR, kiosk, or manual check-in so customers choose what they are comfortable with.
FAQS
SMS and WhatsApp Alerts
Turn notifications, live delay alerts, and two-way messaging.
Customers get a WhatsApp message when they join, when their turn is near, and when it is time to come in. No app needed.
Yes. SMS alerts cover confirmations, reminders, and "your turn" calls, perfect for customers who are not on WhatsApp.
Booking confirmations, reminders, queue updates, turn alerts, delay notices, and feedback requests. Set them once, and they run themselves.
Yes. Customize message templates in the languages your customers use, so every alert sounds clear and local.
Customers can use links in the message to do things like leave the queue or reschedule, without calling anyone.
FAQS
Analytics and Reporting
Wait time tracking, service KPIs, footfall trends, and staff optimization.
Wait times, service times, footfall, no-shows, peak hours, staff performance and feedback scores, all in clear, easy dashboards.
Yes. A centralized dashboard compares branches side by side, so you spot underperformers and copy what your best sites do.
Yes. Watch live queue length, wait times, and counter activity as they happen, so you can react before a line becomes a problem.
Peak hour and service time data show when you are overstaffed or stretched, so you can schedule smarter instead of guessing.
Yes. Collect feedback right after service and track CSAT by branch, service, and staff member to see what really drives experience.
Yes. Export data for presentations, audits, or your own BI tools.
FAQS
Industry Solutions
Healthcare, banks, government, retail, universities, and multi-location setups.
Healthcare, banking, government, retail, education, and logistics, plus any business where customers wait for service.
It shortens waits, organizes patient flow from check-in to consultation, and keeps waiting rooms calm. Patients get updates instead of uncertainty.
Yes. Manage walk-ins and appointments, route customers by service type, and reduce walkouts, while advisors get more time to serve and sell.
Citizens book ahead, wait remotely, and get clear updates, while offices handle higher volumes with fair, transparent queues.
Yes. Manage service desks, returns, or salon-style bookings so customers keep browsing instead of standing in line, and you protect sales.
For admissions, student services, and fee counters. Students book and wait remotely instead of crowding offices.
Yes. It organizes service desks and freight terminals so customers and drivers know their turn and operations keep moving.
Yes. Roll out across branches, cities, or countries with consistent settings and one central view of performance.
FAQS
Integrations, Security and Scalability
Open REST APIs, CRM/HIS connections, GDPR compliance, and encryption.
Yes. It can connect with CRMs, hospital or core systems, and calendars. Tell us your stack, and we will map the integration.
Yes. Our API lets your tech team connect Qwaiting with the tools you already use.
We protect data with encryption and access controls, so only the right people see it. Ask us for the full security details.
Privacy is a priority for us. Contact our team for our compliance documentation and data handling details.
Yes. Configure customer-facing screens, booking pages, and messages in the languages your visitors speak.
Start with a single counter and grow to hundreds of branches. The platform scales with you, with no need to switch systems.
FAQS
Hardware and Deployment
Compatible displays, thermal ticket printers, tablets, and rollout timelines.
Not always. Virtual queues and QR check-in work with just phones, while kiosks, displays, and printers add on-site convenience.
Kiosks, TV displays, counter displays, ticket printers, and tablets. We will recommend the right mix for your space.
In many cases, yes. Standard displays and tablets can often be reused, which keeps rollout costs down.
Virtual setups can go live quickly, while multi-branch rollouts take longer. We plan the timeline around your sites.
Yes. We help your team get comfortable with the system so launch day feels easy.
FAQS
Pricing and Getting Started
Quote estimation, free trial access, booking a walkthrough demo.
Pricing depends on branches, counters, and the features you need. Share your setup, and we will build a clear quote.
Yes, you can try Qwaiting before you commit.
Click Book a Demo, tell us about your sites, and we will walk you through Qwaiting live, built around your use case.
Once your requirements are set, we guide you through setup step by step.
Tell us your footfall, branches, and goals. We will recommend virtual, on-premises, or hybrid, with the right mix of kiosks and alerts.
FAQS
Comparisons and Switching
How Qwaiting compares with Qminder, Wavetec, QLess, and migration assistance.
The best one fits your goals. Look for omnichannel check-in, appointments, analytics, and scalability. Qwaiting brings them together in one platform.
Qwaiting focuses on omnichannel control, enterprise scale, and analytics depth, with kiosks, biometrics, appointments, and WhatsApp in one platform.
Usually for one platform that covers appointments, queues, and analytics, plus easier scaling across locations. Ask for a side-by-side demo.
Yes. Our team plans the move with you, so service continues smoothly while you switch.
FAQS
Support, Partners and Proof
Technical support channels, global enterprise clients, and partner programs.
Email info@qwaiting.com and our team will get back to you. Need a plan for your business? Book a demo.
Our team is here to keep you running. Reach out for support hours that match your plan.
Yes, we welcome resellers and integrators. Get in touch, and our team will share how the partner program works.
Businesses in 30+ countries across healthcare, banking, government, and retail, including brands such as DHL, Apollo Hospitals, and Changi Airport.
Yes. Explore how organizations cut waits and lifted satisfaction with Qwaiting on our customer stories page.
Still have questions?
Talk to a Qwaiting Expert & See the Platform in Action
Every branch is unique. Tell us about your service flow, footfall, and counters, and we'll tailor a live walkthrough specifically for your team.
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