About WaitWell

WaitWell takes customer lineups and replaces them with a hive of productivity and efficiency. The software allows users to keep their waiting areas free of crowds and lineups. Improve overall efficiency and reduce stress levels for front line staff so they can serve customers better. WaitWell allows customers to join a virtual lineup using their mobile device (QR code or SMS text), through the company's website or using an optional onsite Kiosk. No app download required. WaitWell uses the applications customers are already using - SMS and the web browser on their phones. Staff can view the customer lineup from a tab on any web browser. They can increase or decrease priority, view services clients are requesting, view COVID waivers or other intake forms and even send...
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WaitWell User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Showing 1 - 5 of 15 reviews

Beatrice

Verified reviewer

Company size: 11-50 employees

Industry: Government Administration

Time used: Less than 12 months

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2021

Innovative, Safe and Effective Time Management Software

The business problem we are solving is basically safe management of queues in order to provide top-notch customer service to clients. Some of the benefits we have realized are increased customer satisfaction, lots of referrals, repeat visits, increased effectiveness, efficiency, and productivity.

Pros

Waitwell is a very straightforward and convenient software to use. Integrating it into the Registry was very seamless. Some of the features I love most are the fact that you can place clients on hold, increase the priority (e.g. Seniors) of clients to be served, and safe management of queue without overcrowding the office.

Cons

With the use of Waitwell software, the services of a greeter will still be needed at the door to coordinate people's compliance with the queuing system. For me as a user, I love the greeter system but business owners might feel it's additional money to spend. But, the overall result is worth it.

Response from WaitWell Inc.

Thank you Beatrice for your detailed feedback. Our product is all about customer experience and we are happy to hear that WaitWell is helping your organization to deliver better customer experience.

Replied September 2021

Carleton

Company size: 501-1,000 employees

Industry: Law Enforcement

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

June 2022

Great Product, Amazing Results

Our organization needed to transform our public facing service delivery model in a significant way during the pandemic. Waitwell was the partner that allowed us to do with a powerful yet simple platform and a team dedicated to their customers' success. The simplicity and features were an amazing value at their cost level compared to other companies.

Pros

The simplicity, cost effectiveness, support and customizability of features are all aspects that our organization liked most about the software. There are few other companies that offer as much as this does in a cost effective package this is easy to use for employee's and customers alike.

Cons

It is still a fairly new company so the software lacks some of the fit and finish or more established companies with mature solutions.

Reasons for choosing WaitWell

Features, support and price all ranked higher.

Reasons for switching to WaitWell

The previous solution was not meeting the needs of our organization.

Dustin

Company size: 201-500 employees

Industry: Hospitality

Time used: Less than 6 months

Review Source: Capterra

4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

September 2021

Pretty good!

Pros

it was easy to implement and train staff.

Cons

the estimated wait time didn't really work.

Reasons for choosing WaitWell

Canadian brand

Response from WaitWell Inc.

Thanks so much for the feedback, Dustin. The estimated wait time works really well at locations that have a steady stream of customers. We'll be in touch to see if there is any refinement we can do to improve those estimated wait times. They do vary in terms of accuracy, but many locations experience a deviation of 90 seconds or less. We'll see if we can work with you to improve the accuracy of your wait times. Thanks again for the feedback.

Replied September 2021

Annie

Company size: 1,001-5,000 employees

Industry: Retail

Time used: Less than 12 months

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2021

Great Application & Service!

Extraordinary! From the assessment to launch, they were accomodating, professional, and resolved any questions or issues very quickly which made the process that much easier.

Pros

The software is user-friendly and easy to to configure. The performance is great too! With the help of this software,our stores are able to manage lines and appointments easily and with less effort since customers are able to join/cancel themselves. This was very helpful for us especially during the pandemic to help with health & safety protocols and social distancing.

Cons

No software is perfect, and there are always room for improvements. Here are some recommendations 1. Ability to move stores between regions and have better restrictions for reporting at the director levels 2. Easier way to manage permissions for staff members across multiple stores and regions 3. Customizable colours for branding 4. Ability for customer to select the staff member they would like to see when joining the queue or booking an appointment 5. Bulk edits to select configurations / templates within the same area for multiple locations and regions. For example, I may want to bulk update 9 out of 10 text templates for seleect locations/regions 6. Multi-lingual language support for custom inputs

Reasons for choosing WaitWell

During our selection process, we piloted with another company in parallel. We chose WaitWell instead because we liked working with [SENSITIVE CONTENT]. He provided exceptional customer service, made the implementation process extremely easy, and flexible with requests. We enjoyed working closely with WaitWell on improvements as they demonstrated a valuable partnership.

Response from WaitWell Inc.

Annie, thanks so much for this very detailed feedback. WaitWell is a learning organization and we are always working hard to improve our software so that it better meets the needs of our customers. Glentel has been amazing to work with and has helped us to refine our product to better suit the Enterprise market. We are happy to hear that you have had a good experience with our Product Management team and we will make sure the feedback you provide here makes its way back to them. Thanks again for choosing WaitWell.

Replied September 2021

Dennis

Company size: 11-50 employees

Industry: Consumer Services

Time used: Less than 12 months

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2021

WaitWell Queue Management

WaitWell staff have been great to work with and they are always willing to listen to enhancement suggestions.

Pros

On a typical business day we could have had as many as 10 to 30 people inside our office, in line, at any one time. We knew that proper COVID distancing was going to give a problem and subsequent mandated restrictions drastically reduced the number of customers we could have in our office. We also knew that we couldn't expect our customers to line up outside in freezing temperatures. Desperate times call for unique solutions. Initially the new virtual queueing system gave us a bit of cause for concern simply because it was new and was a different way of doing business. However, looking back, it was definitely the right decision. We have had great reviews from customers and in addition, our staff appreciate the professional organization of the work flow. We have gained operational efficiencies and we now have additional statistical data to assist with our day to day management.

Cons

The system has worked so well that it is difficult to single out anything that we do not like.

Response from WaitWell Inc.

Thank you Dennis for the positive review. Changing to a digital queue is a significant change for any organization but your staff really rose to the challenge and we are happy to see the change paying off for your organization.

Replied September 2021