Manage Your Jackson Hewitt Visitors – Face to Face and From Afar
Improve the traffic flow in your locations, streamline your workforce and strengthen your client experience.
What is Lobby Management?
Coconut’s smart visitor management system fits seamlessly into your existing operations, reducing wait times, quickly engaging walk-ins, and managing queues. It’s more than just managing a line up – it includes how you handle pre-booked and walk in appointments, how you use technology like self-service kiosks and digital signage, and how you track this data to make better decisions about your location operations
In the new appointment economy, your Jackson Hewitt location is likely facing these problems:
- Decrease in client engagement due to wait times
- Worries about foot traffic and visitor management
- Lack of visibility into data for tax preparation locations
Improve Client Engagement With Clear Wait Times
Your clients and staff are busy – faced with a long wait time or line, engagement plummets and you miss out on key client experience touchpoints. Our unique algorithm calculates highly reliable wait times based on pre-booked appointments, staff calendars, branch traffic, and other important factors. This means your clients know exactly how long it’ll take to see a staff member and can decide the most convenient engagement method – waiting in line, filling out a callback request, scheduling an appointment, seeing their place in line on Lobby TV, or self-service at a kiosk.
CUSTOMER STORY
We wanted the member experience to be effortless and intuitive. We wanted it to be pleasant. Whether that’s an in-branch experience that started online, an online experience that moves to the phone, or an experience that stays online the whole time, we want that to be seamless.
Interior Savings
Interior Savings Case Study
Better Manage Foot Traffic
Eliminate friction in the lobby by allowing customers to view real-time availability and join the appropriate queue instantly – whether it’s from their mobile device at home, pulling up in their car or physically in your location.
Customers can indicate that they have arrived for their appointment on the system, triggering an instant notification to be sent to staff, improving communication and decreasing client wait time in the lobby.
Our Lobby Management system allows reduced worries about foot traffic – with clear line of sight to walk-ins, appointments and wait times, you can manage staff coverage and ensure social distancing requirements are being met. Don’t want clients to approach the greeter until their meeting time? Simply provide updates via email and SMS to check-in virtually and approach your location only when advised to do so.
Clear Data for Better Decisions
You can’t manage what you can’t measure – with Coconut you’ll get a complete, real-time view of location data to smooth foot traffic spikes based on staff availability, engagements, wait times, and more.
Track and measure location and staff performance, as well as operations metrics including average handle times, wait times, and foot traffic per service across all your locations. Is a location routinely experiencing high wait times? Now you’ll be able to make more informed decisions on operational improvements and then evaluate performance.
And Lobby Management can also help your marketing initiatives – by tracking the paths by which your clients book their in branch engagements and integrating that data with your marketing tech stack (e.g., Hubspot) you can quickly identify which marketing campaigns are helping to drive traffic in branch. Depending on the goal of those campaigns, you’ll get info on how wait times affect client experience, engagement abandonment, even additional ways to market to clients as they wait to chat with a staff member.
Marketing campaigns are about driving additional revenue, but also positive brand association. Lobby Management can help you with both.
Your client will approach a self-service kiosk or a greeter to check in for their appointment or to ask if a walk-in is available.
This is what the self-serve kiosk screen looks like.
While they wait for their appointment, visitors can monitor where they are in line and estimated wait times by using Lobby TV.
And How Will Lobby Management Work for Your Staff?
Your staff will use Lobby Management to view all the appointments scheduled and walk ins captured, in order to:
- Notify staff when clients arrive
- Add and edit walk-in appointments
- Review staff schedules for booking new meetings
- Manage which staff can take walk-ins
- As well as see branch performance for wait times and how long visitors have been waiting
The Staff Dashboard has been created for Advisors and Tax Specialists to see the queue and manage their upcoming daily appointments. Here’s a look at the real-time view for the day’s engagements.
The Lobby View is for Managers and Location staff to manage the queue.
This is what the overview of staff available for walk-ins looks like.
And this is what the real-time branch stats looks like.
Here are some typical questions we get asked about Lobby Management
Is your question missing? Contact us and we’ll get you the answer.
We have a proprietary algorithm we created that takes into account the number of appointments, estimated length of time for those appointments based on the booked service, and staff schedules to provide an estimated wait time. We can include these wait times in public displays, or remove them. It’s up to you.
Yes, absolutely – you can pre-program the system to allow for certain services to be available only through appointments versus others for walk-ins and appointments. This is helpful as some conversations require significant preparation, such as estate tax cases, that can’t be handled by a day-of meeting.
Yes, you can – often our clients will select a few staff members (especially during historically busy days like last Thursday of the month or right before taxes are due) to help with walk-ins only.
The Lobby TV shows appointments for today that haven’t started yet, in addition to appointments coming up in the next 30 minutes. All walk-ins are shown on a TV as well, if you have one set up.
Clients can see wait time on the self serve iPad kiosk, on the client view, and on the Lobby TV. You can choose to hide the wait time in all client-facing channels.
Lobby View is generally available for location managers and front line staff who are adding/managing walk-in appointments on behalf of others (like a Greeter). Staff that complete these appointments (like Tax Specialists) have access to the Staff Dashboard and the Lobby View.
Once a visitor checks in for a pre-booked appointment (either through the self-service kiosk or a Greeter), our system will alert the staff member assigned to that appointment that their client has arrived. When a visitor is added as a walk-in, all location staff who can serve that walk-in receive a notification and can see the walk-in available in the Staff Dashboard and Lobby View.
Front line staff will see when another staff overruns an appointment on the Lobby View, as the Lobby View shows all In Progress engagements at a location. It shows the expected end time of the engagement, allowing staff to see when someone is running over their expected appointment time.
Clients could walk-in for any number of reasons – they realized they have a quick question on opening up an account, they want to see what tax services are available to prepare for the upcoming tax deadline, or they want to get more information on tax implications due to new COVID-19 financial assistance. Walk-ins are especially important for your prospects – those who you don’t yet have business with but they are engaged enough to stop by to talk. Make sure you capture that interest effectively!
The kiosk app is downloadable onto Apple iPads via the App Store – the kiosk app will function on all iPad models iOS 11 and higher. We don’t recommend the iPad mini as its small size makes for accessibility issues. If your locations have Wi-Fi available, you do not need to purchase the Cellular versions of the iPads. If Wi-Fi is spotty or unavailable in your location, you will need the Cellular versions of the iPads with a valid data plan.
Let’s get started.
Share your questions with Jackson Hewitt headquarters here.
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