WaitWell Reviews & Product Details

I love the desktop push notification feature for new visits added to a line. As a supervisor of an advising office, it allows me to focus on other work while having a general sense of that day's volume depending on often I see push notifications. I also find the daily Dashboard useful and review the weekly email location summaries to have a sense of last week's traffic. I appreciate the color coding for different visit reason types, it helps staff pull visitors out of line for higher priority visit reasons. The backend set up is also much easier to use than our former line management system, QLess. It's very user friendly and easy to make day-of or advanced notice temporary closures. The customer service is great, they build new features that we request very quickly, handled the staff and admin trainings, and are quick to respond to questions or add info to the knowledge base. Very pleased! Review collected by and hosted on G2.com.

I wish there were multiple lines in the location view to sort out certain visit types handled by different offices using the same location. The color coding for visit reason types helps, but I miss this feature that QLess used to have before they also moved away from it. Review collected by and hosted on G2.com.

I like that there is a high degree of customizability enabled, so that we are able to add, remove, or modify specific features depending on how relevant they are for our purposes. It has been pretty smooth transferring people to different queues, or being able to either put them back in the queue or remove them in situations of no-shows. Review collected by and hosted on G2.com.

It isn't necessarily the most intuitive to use at times, so it can take me a while to remember to click through all the necessary steps to complete certain functions (e.g. remembering to change the subject/topic of the student's visit first and then transfer them to another queue). Review collected by and hosted on G2.com.

I really like the user-friendly interface of WaitWell. It makes it much easier for customers to sign in compared to our old software. I appreciate the quality of life updates that WaitWell provides. It's got more of them than any other queue software we've used. It simplifies managing all the lines significantly by allowing priorities to be set on each service, which speeds up our office processes. The initial setup was super easy and very user-friendly, making the transition smooth for us. Review collected by and hosted on G2.com.

I think a reminder for summoning customers at the end of the wait before they are placed on hold would be really helpful. Our clerks get distracted or forget, and we end up with a lot of people being placed on hold because they didn't remember to call them. This isn't really a huge WaitWell issue, just something our clerks need to improve on. Another suggestion I have is adding a separate panel when clicking on ticket details to show which clerk summoned the customer. This could help us resolve issues better. Review collected by and hosted on G2.com.

WaitWell makes it easy for students and clients to book appointments on their own, which cuts down on back-and-forth emails.

The interface is straightforward and user-friendly for both staff and clients. It also helps us organize appointments efficiently by keeping everything in one place.

Calendar integration works reasonably well, which makes scheduling simpler to manage day to day.

Overall, it has streamlined our appointment-booking process and improved accessibility for students. Review collected by and hosted on G2.com.

Some features that would improve the overall experience are still limited. For example, there aren’t daily automatic reminders that summarize upcoming appointments, which would make it easier to plan the day. Calendar invites also don’t include much detail, and they aren’t always straightforward to save directly to Outlook when preparing for a meeting.

Additionally, accessing previous tickets or events often requires manager-level permissions. This can make it more difficult for staff to quickly review past interactions when supporting students or clients. Lastly, the platform has limited options for setting up automated pre-request messages or creating templates for different services, which would help cut down on repetitive, manual communication. Review collected by and hosted on G2.com.

I like that WaitWell is easy to use, straightforward, and efficient. The interface is intuitive, which makes it simple to manage appointments and queues. It also saves a significant amount of time and makes it easy to track overall activity and statistics. Review collected by and hosted on G2.com.

One limitation I’ve noticed is that, as a consultant, I don’t have access to certain features. For example, I would find it very helpful to see my own appointment statistics, such as how many appointments I conducted during the month. Having access to this information would help me better understand trends in student demand without needing to request the data from my manager each time.

Additionally, if client joins the queue (without appointment) and once a consultant marks a client as “done,” the client disappears from the queue, and without manager-level access it is no longer possible to view the ticket or the client’s information. Review collected by and hosted on G2.com.

One of the biggest advantages is how easy it is to organize appointments and manage student traffic. Students can check in quickly, see their place in the queue, and receive updates without having to physically wait in line or repeatedly check with staff. For a career centre where drop-ins and quick advising sessions are common, this creates a much smoother experience for both students and advisors.

From a management perspective, the dashboard makes it easy to monitor queues in real time and ensure our team’s time is being used efficiently. It also helps us identify peak advising periods and adjust staffing accordingly. This kind of visibility is particularly useful during high-demand times like recruiting seasons. Review collected by and hosted on G2.com.

We have not been able to get the Outlook calendar sync to work, however, this may be due to system settings we are still figuring out. Review collected by and hosted on G2.com.

WaitWell has completely transformed how we manage student appointments and drop-in services in Student Services. The SMS functionality is a game changer—students receive confirmations, reminders, and can check in or manage their own appointments from their phones. This has significantly reduced missed appointments and front-desk traffic. The platform has also helped us meet and exceed our 48-hour service access target, allowing students to access advising much more quickly while freeing up staff to focus on more complex student needs rather than manual scheduling. I also want to highlight our account manager, Scott Pfeiffer, who has been exceptional throughout the process. Scott has been responsive, supportive, and proactive in helping us think through how to configure the system to best support our workflows.

Overall, WaitWell has helped us improve both operational efficiency and the student experience, and I would highly recommend it to any organization managing high-volume service environments Review collected by and hosted on G2.com.

Like any new system, there was a learning curve during implementation as our team adjusted to a new way of managing appointments and drop-ins. Configuring services, queues, and workflows required some initial setup time to align with our student services model. However, once the system was configured and staff became familiar with the platform, it significantly streamlined our processes and improved the student experience. Review collected by and hosted on G2.com.

I like how organized and smooth WaitWell makes serving our clients. Clients appreciate not having to stand in line waiting, which improves our service efficiency. The HOLD feature is great because it allows clients to come back and know their name will be called again. I also find it useful that we can put notes for clients to assist the next clerk helping them. It's handy that clerks can see what service a client wants, so they don't waste time calling clients who need someone specific. WaitWell helps us prioritize, especially for documents that have already been paid for and are just waiting to be picked up. I also found the setup extremely easy and the system itself easy to use. Review collected by and hosted on G2.com.

There is nothing that I dislike about WaitWell Review collected by and hosted on G2.com.

WaitWell is very user friendly for all those that utilize the system. Whether it be a guest checking in at the kiosk, guest joining the line remotely via the web, or the staff serving the guest navigating the Admin view WaitWell allows for efficient and organized service. Having a staff app has allowed for managers who are working the floor, to have the ability watch and monitor our location or other locations easily. Should a manager or administrator be out of the office and need to close down a que, or location the staff app allows us to easily do so from our cell phone wherever we are. Having a software that is constantly improving and growing such as WaitWell, provides a peace of mind to administrators and Senior leadership; as we are constantly evolving to meet our guests needs as the university grows, having a software that is specifically built out and customized to meet our needs is awesome! Review collected by and hosted on G2.com.

Being a newer software at times we have encountered minor software glitches such as audio cues not being functional. I will say WaitWell staff both Customer Relationship Managers, and the Software Development Team are very responsive and usually fix any issues within 1-2 business days! Review collected by and hosted on G2.com.

I like the flexibility of WaitWell and the configuration of it. They have a thing called sandbox where you can kind of play around in it before you go live, and it's just really nice to be able to play around with the settings and the different locations to make sure it's absolutely configured how you want it to be. It's also super simple to use. They help you get everything set up at WaitWell during the onboarding and are there to make sure you are comfortable, but then you have full access to make modifications to that configuration after you go live, which is really nice. Review collected by and hosted on G2.com.

I've had a little bit of an issue with getting notifications on our desktop when someone new enters the queue. It does have a really nice feature that it'll email you if there's people waiting. But I've had a little bit of an issue with getting that one setting, the notification setting. That may be more of a me issue than a Waitwell issue though. Review collected by and hosted on G2.com.