WaitWell Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users find WaitWell easy to use, enjoying seamless integration and real-time updates for a smoother check-in process. (33 mentions)

Users rave about the exceptional customer support provided by WaitWell, quickly addressing needs and implementing suggestions. (18 mentions)

Users appreciate the user-friendly interface of WaitWell, making it easy for staff and students to use. (17 mentions)

Users laud WaitWell for its easy setup, making implementation and learning smooth for both staff and students. (16 mentions)

Users value WaitWell for its ease of setup and integration, enhancing both staff and student experiences significantly. (12 mentions)

Users note that wait time inaccuracies can lead to confusion and disrupt the scheduling process during busy periods. (5 mentions)

Users find limited customization options in WaitWell restrict their ability to tailor service experiences to specific needs. (5 mentions)

Users find the missing features frustrating, as managing queues and events is often tedious and inefficient. (5 mentions)

Users face customization difficulty with WaitWell, particularly in adapting forms for specific services and branding needs. (4 mentions)

Users find difficult navigation challenging, especially with complex queues and lack of clear tutorials for assistance. (3 mentions)

5 Pros or Advantages of WaitWell

1. Ease of Use

Users find WaitWell easy to use, enjoying seamless integration and real-time updates for a smoother check-in process.

See 33 mentions

See Related User Reviews

Yash W.

Mid-Market (51-1000 emp.)

5.0/5

"WaitWell - Scheduling Platform"

What do you like about WaitWell?

The reporting features, custom dashboard, and ability to quickly adapt to our native requirements was impressive. Ability to make custom messages, an

Matthew C.

Mid-Market (51-1000 emp.)

5.0/5

"Feature Rich, Affordable Solution to QMS"

What do you like about WaitWell?

Since my last review they have added more features such as consolidated messaging center as well as AI integration into their reporting portal. Both

2. Customer Support

Users rave about the exceptional customer support provided by WaitWell, quickly addressing needs and implementing suggestions.

See 18 mentions

See Related User Reviews

Yash W.

Mid-Market (51-1000 emp.)

5.0/5

"WaitWell - Scheduling Platform"

What do you like about WaitWell?

The reporting features, custom dashboard, and ability to quickly adapt to our native requirements was impressive. Ability to make custom messages, an

Matthew C.

Mid-Market (51-1000 emp.)

5.0/5

"Feature Rich, Affordable Solution to QMS"

What do you like about WaitWell?

Since my last review they have added more features such as consolidated messaging center as well as AI integration into their reporting portal. Both

3. User-Friendly

Users appreciate the user-friendly interface of WaitWell, making it easy for staff and students to use.

See 17 mentions

See Related User Reviews

Yash W.

Mid-Market (51-1000 emp.)

5.0/5

"WaitWell - Scheduling Platform"

What do you like about WaitWell?

The reporting features, custom dashboard, and ability to quickly adapt to our native requirements was impressive. Ability to make custom messages, an

Verified User

Mid-Market (51-1000 emp.)

4.5/5

"Efficient and User Friendly Line Management System!"

What do you like about WaitWell?

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

4. Easy Setup

Users laud WaitWell for its easy setup, making implementation and learning smooth for both staff and students.

See 16 mentions

See Related User Reviews

Yash W.

Mid-Market (51-1000 emp.)

5.0/5

"WaitWell - Scheduling Platform"

What do you like about WaitWell?

The reporting features, custom dashboard, and ability to quickly adapt to our native requirements was impressive. Ability to make custom messages, an

Matthew C.

Mid-Market (51-1000 emp.)

5.0/5

"Feature Rich, Affordable Solution to QMS"

What do you like about WaitWell?

Since my last review they have added more features such as consolidated messaging center as well as AI integration into their reporting portal. Both

5. Positive Experiences

Users value WaitWell for its ease of setup and integration, enhancing both staff and student experiences significantly.

See 12 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

4.5/5

"Efficient and User Friendly Line Management System!"

What do you like about WaitWell?

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

Kyle T.

4.0/5

"Enhances Student Queue Management with Strong Integration"

What do you like about WaitWell?

I find the ability to send SMS messages to students with WaitWell incredibly valuable as it greatly enhances our capability to troubleshoot technical

5 Cons or Disadvantages of WaitWell

1. Data Inaccuracy

Users note that wait time inaccuracies can lead to confusion and disrupt the scheduling process during busy periods.

See 5 mentions

See Related User Reviews

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Convenient Real-Time Tracking for Students"

What do you dislike about WaitWell?

Currently, we can only track when a specific area closes a ticket. It would be beneficial if all service areas that assisted a student could receive c

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"Bridges the Distance with Seamless Zoom Appointments"

What do you dislike about WaitWell?

Staff can’t see the number of students they’ve handled.

2. Limited Customization

Users find limited customization options in WaitWell restrict their ability to tailor service experiences to specific needs.

See 5 mentions

See Related User Reviews

Kyle T.

4.0/5

"Enhances Student Queue Management with Strong Integration"

What do you dislike about WaitWell?

I dislike the limited report customization in WaitWell, which restricts my ability to tailor reports according to the different evaluation criteria re

Verified User

Enterprise (> 1000 emp.)

4.0/5

"Convenient Real-Time Tracking for Students"

What do you dislike about WaitWell?

Currently, we can only track when a specific area closes a ticket. It would be beneficial if all service areas that assisted a student could receive c

3. Missing Features

Users find the missing features frustrating, as managing queues and events is often tedious and inefficient.

See 5 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"Seamless Salesforce Integration, But Needs Category Options"

What do you dislike about WaitWell?

That it is not able to create categories and subcategories in sales force.

Verified User

Enterprise (> 1000 emp.)

4.5/5

"My Two Weeks Into WaitWell"

What do you dislike about WaitWell?

The application needs some improvement in some ways. When configuring a holiday, it requires going through each queue to set it up, and it is hectic w

4. Customization Difficulty

Users face customization difficulty with WaitWell, particularly in adapting forms for specific services and branding needs.

See 4 mentions

See Related User Reviews

Kyle T.

4.0/5

"Enhances Student Queue Management with Strong Integration"

What do you dislike about WaitWell?

I dislike the limited report customization in WaitWell, which restricts my ability to tailor reports according to the different evaluation criteria re

Verified User

Small-Business (50 or fewer emp.)

4.5/5

"WaitWell for Telehealth Practice"

What do you dislike about WaitWell?

Minor limitations for customizing different clinical locations.

5. Difficult Navigation

Users find difficult navigation challenging, especially with complex queues and lack of clear tutorials for assistance.

See 3 mentions

See Related User Reviews

Doug D.

Mid-Market (51-1000 emp.)

4.5/5

"great customer queuing and appointment software"

What do you dislike about WaitWell?

Old people unfamiliar with technology have trouble with new things, one customer complained about the "woke" queuing

Verified User

Mid-Market (51-1000 emp.)

4.5/5

"Flexible Service Options and Direct Messaging Make Student Management Easy"

What do you dislike about WaitWell?

It can visually be hard to keep up with the different queues when they're all in one single line.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

11/5/2025

"Great Queue Management, Needs Better Multi-Department Tracking"

4/5

What do you like best about WaitWell?

I like the queue organization. It is easy to use for staff. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

I would like to collect data on number of students serviced per desk, rather than only the staff who "completes" the call. Sometimes a service goes through multiple departments and everyone should get credit without the student needing to restart their wait time. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Thank you for being a WaitWell customer. We’re so glad to hear that our platform is helping your office stay organized and supporting you in collecting key data points. We also offer the ability to see how many students move through each desk. If you’d like help accessing or using this feature, please reach out to your account manager and they will be happy to assist you.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

11/6/2025

"Flexible Service Options and Direct Messaging Make Student Management Easy"

4.5/5

What do you like best about WaitWell?

I like that we can have different service options to filer students into different queues, as well as letting us add notes and message students directly. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

It can visually be hard to keep up with the different queues when they're all in one single line. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Thank you so much for your feedback. We’re very glad to hear that WaitWell is helping you improve student communication and serve students more seamlessly. With high volumes of students, we understand how overwhelming it can be to manage the number of people on the queue screen at once. That’s why we focus on making it easy to organize by service type and set capacities for each stage of the waiting process. If you need any assistance with these features, please reach out to your account manager. They’ll be happy to help.

Angelo B.

Operations Manager

Small-Business (50 or fewer emp.)

2/7/2025

"Awesome experience with WaitWell for our company appointment system"

5/5

What do you like best about WaitWell?

WaitWell is a great system for our customer and has all the extra perks we have been looking for. It has been a very easy implementation for our team members and our customers. The customer support with Dave Campbell is a great asset making the ease of use seamless. The integration with our offices was very quick, easy and has made our processes more efficient as we use this system on daily making the frequency of use efficient and effective. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

I have to honestly say we haven't encountered any downside or anything that we dislike. If we ever have any questions about the system Dave Campbell is always there for questions or a quick call for assistance. Can't get any better than that. Awesome services all around. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Angelo,

We’re so glad to hear that our support team has been helpful and that implementing WaitWell was a smooth process for you. Your feedback means a lot to us, and we truly appreciate your loyalty.

If there’s ever anything we can do to further enhance your experience, please don’t hesitate to reach out. Thank you for being a valued part of the WaitWell community!

Hannah A.

Manager - Applicant Experience

Small-Business (50 or fewer emp.)

2/7/2025

"Innovative solution from a responsive team"

5/5

What do you like best about WaitWell?

What I find helpful about WaitWell is the ability to let our customers choose their own modality seamlessly, whether it is online or in person, drop-in or an appointment. It is fairly easy to manage and when I have come accross roadblocks in functionality, the WaitWell team has been good to install new features. We use it every day for our in person and drop in advising.

We got it up and running in a couple of weeks with only a few bumps in understanding. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

There could be some more accessible information on how to compete integrations. I am not very experienced with this sort of thing so it can be tricky to be the middle person for WaitWell and IT.

Standardized training videos would help else this early training for the team. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Hannah! Thank you for your review! We're thrilled to hear that the implementation was smooth and has been helping you streamline your appointments and drop-ins seamlessly. I’ve reached out to your dedicated account manager, and they’ll be in touch soon to discuss integrations and guide you through the setup process.

Miki Z.

Work Experience Coordinator

Small-Business (50 or fewer emp.)

2/7/2025

"Easy to use for both staff and clients!"

4.5/5

What do you like best about WaitWell?

I love the fact that our students can manage their own bookings, which eliminates the need for a lot of back and forth emails. Students seem to be learning it quickly too, which is great! Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

My only wish is that we could have custom settings for each Additional Service so that if one in particular was selected, it would be mandatory to add an attachment to complete the booking form.

This is very specific to our business unit, though, as we have WaitWell set up in a very specific way, where Additional Services are the specific types of appointments. Only one type (Resume and Cover Letter Reviews) requires attachments. Many students book their meetings before attaching anything, prompting us to chase them down to get what we need beforehand. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Miki! It’s great to hear that WaitWell is helping reduce back-and-forth emails and that students are loving it. Regarding your feedback, you can actually add attachments to booking forms based on service types. Feel free to reach out to your dedicated account manager-they’d be happy to help set that up for you!

Verified User in Telecommunications

9/6/2025

"It's a very helpful tool!"

5/5

What do you like best about WaitWell?

It's great for keeping legitimate customers in a queue. Anyone wanting to ask silly questions will just leave. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

When people create an appointment or if I create one for them, the option to choose anytime other than on the hour, is not available. It is only after the appointment is created that I can go back and edit the exact time. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Thank you for your feedback! We’re glad to hear that WaitWell is helping your organization with queue management and customer communication. We appreciate your comment about appointment times—WaitWell is highly configurable, and customers can be scheduled at any time, not just on the hour. Please connect with your administrator to adjust this setting.

Demonte R C.

Triage specialist

Mid-Market (51-1000 emp.)

11/4/2025

"Quick Student Management, But Messaging Needs Improvement"

5/5

What do you like best about WaitWell?

The functionality to be able to add students quickly to the time and if need be transfer those students Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Via message that students receive waiting in line Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Demonte,

Thank you so much for your review. I’m glad to hear that our product is helping you manage lineups on your campus, both in person and online. All of our communications are fully customizable, and we’d be happy to help tailor the messages your students receive while they wait in line. Please reach out to your account manager for support.

Verified User in Government Administration

8/27/2025

Guest users or non-business users of the software, not included in G2 scores.

"Makes it so much easier to get service!"

5/5

What do you like best about WaitWell?

Before Waitwell, visitors to this location had to stand in a really long lineup and had no idea how long the wait would be. Now that they use Waitwell, there is no lineup. People can move around, wait in their car, etc. It's much less chaotic and way better. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Nothing. It's great. I wish more registries would use it. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Thank you so much for your thoughtful review! We're thrilled to hear that WaitWell has helped reduce long lineups and made the visit experience smoother for both your team and your visitors. Matching guests with the right employee is something we’re really proud of, so it’s great to know it’s making a difference.

Chance O.

Owner

Small-Business (50 or fewer emp.)

2/7/2025

"Love the organization WaitWell brings"

5/5

What do you like best about WaitWell?

It helps organize our office with the amount of clients that come through our door Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Sometimes when people put their name in via text it takes a long time to show up in the que. So someone may come in first and check in via text and then someone after them will come in and check in via the kiosk and the kiosk client will appear first. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Chance, thank you for your response! We're happy to hear that WaitWell is helping keep your office organized.

Regarding the issue you flagged, this is most likely due to delays from the SMS carrier, which are fairly common and outside of WaitWell's control. As a result, text check-ins can sometimes appear after those made via kiosk or QR code.

If you'd like assistance adjusting your setup or exploring alternative check-in methods, feel free to reach out to your account manager - they’d be happy to help!

jessie P.

Communications Manager

Small-Business (50 or fewer emp.)

2/7/2025

"Waitwell Customer of 1 year"

4/5

What do you like best about WaitWell?

We use waitwell to manage the line for our food pantry. Our Neighbors are starting to understand the line more are able to sign up from home Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

I wish there was a way to remove the number in line for people in line. They get very angry when their number isn't going up and they constantly ask us what number in line they are and we do not have access to those numbers. Review collected by and hosted on G2.com.

Response from Cassidy McKay of WaitWell

edit

Hi Jessie,

We're delighted to hear that WaitWell has been a great solution for you over the past year - we truly appreciate your continued support! Regarding the number in line, we’ve addressed your request and have now removed it, so visitors will only see their estimated wait time. Thank you for reaching out to our support team! We're glad we could assist you.