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.

I have used it as an admin and as an agent. As an agent, the training to use it was very simple. Also, it is intuitive to use, which even for someone who is not a tech expert, results into an easy engagement.

Now, as an admin, the level of customization is truly outstanding, and it translated into what we wanted our students to see. Review collected by and hosted on G2.com.

We haven't been able to integrate outlook calendar to waitwell (might be a problem on our end), but being able to download or upload calendar settings from one to another, would be an additional nice option. Review collected by and hosted on G2.com.

I like how quick deployment was within our team. They adopted it very quickly and it accelerated our ability to get welcome calls handled by our project management team in a timely manner. Review collected by and hosted on G2.com.

I dont like the custom field limitations in WaitWell. We can only have a certain number of custom questions/fields for queues. You cannot change the fields or reorder them without affecting your historical data. I know its not a CRM or a platform tailored to that, but it would be nice to have some flexibility there. Review collected by and hosted on G2.com.

I like how simple the dashboard is, and how easy it is to submit requests and assign them to team members. Review collected by and hosted on G2.com.

Nothing really comes to mind. Sometimes I've run into bugs where the auto refresh isn't working but this is rare and has only happened a few times. Review collected by and hosted on G2.com.

Waitwell is extremely user friendly. It is easy to get set up, for staff to use, and especially for clients to use. We have been so happy with the support provided by the team at Waitwell too. They are exceptionally responsive and supportive. Review collected by and hosted on G2.com.

The only things I would say I dislike are a couple minor tweaks we would like to see developed, but Waitwell never said no just that it would be a larger project because it involves coding. They're always open to feedback though. Review collected by and hosted on G2.com.

The ability to create unique queues for the different needs of our office. We had challenges getting things started, but with the help of a rep, we managed to get WaitWell working for our needs. Review collected by and hosted on G2.com.

Some of the interfaces can be a little tricky to understand and navigate for beginners. Review collected by and hosted on G2.com.

Great modern GUI, love dark mode! Easy to navigate. Review collected by and hosted on G2.com.

It is confusing at first the difference between Account > Preferences, and Settings, and not being able to tell which are global settings and which are specific to the logged in user. This is amplified by having multiple campuses which all have different settings, and whether those settings affect ALL campuses or just the one I'm looking at. Review collected by and hosted on G2.com.