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.

Curtis C.

Enterprise (> 1000 emp.)

2/25/2024

"Amazing Way to Manage the Line"

4/5

What do you like best about WaitWell?

It's a very simple system to use, with many amazing tools. You can use it just simply a Line-Management Application, but it can do so much more if needed. Including:

- Customer Interaction Reviews (Leaving notes)

- Reports of Customers (Break downs via Rep, Day, Peak times, etc)

- Schedule Appointments

- So much more to discover

We've been using this application for a couple years now, and it's been extremely useful, especially during peek business times. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

The only concern I've had is getting Notifications to my mobile device to work consistantly. I am often logged in at multiple locations (Home PC, Work PC, Tablet, Smartphone) and it took almost a year before I was able to get a ding on my phone to let me know someone joined the queue. May not be important during busy times, but essential during slower periods when someone can quietly add themselves to the queue and we not notice. I did attempt to get assistance with this concern via WaitWell Support, but the assistance fell through sadly. Hopefully they fix this in the future. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Hello Curtis. Thanks for leaving your feedback about WaitWell on G2. I believe the purpose of having the mobile notifications delivered only when the user is not logged in on desktop is that most people don't want to have notifications on their phone when they are already active in WaitWell on a computer. I'm sorry to hear that the feature doesn't work perfectly for your needs. I'm so glad to hear that you continue to see value in WaitWell when it comes to service notes, analytics, appointments etc. We are always adding new features that we hope will be of great value to your organization.

Sukhman P.

Administrative Clerk

Small-Business (50 or fewer emp.)

2/16/2024

"Effective"

5/5

What do you like best about WaitWell?

The best thing about waitwell is that how efficiently i can manage my time and schedule! I can register myself form my home and it tells me how long is the wait and by which I just don't have to wait in the office anymore! I mean specially nowadays who has that much time to wait for hours. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Honestly there is nothing which u don't like about Waitwell, because It is the Best!! Review collected by and hosted on G2.com.

What problems is WaitWell solving and how is that benefiting you?

1. Helping people to choose the right service they need, and that way It's easy for me to know what my customer is here for exactly and also If I can do that particular service or not.

2. By putting notes, I know prior If my client needs special language assistance because as we all know Canada is a diverse Country, and English is obviously not everyone's First Language.

3. By putting people on hold, so that they don't have to register themselves back in queue if they by mistake had something missing at first. That way they can just come back on the line. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Thank you, Sukhman, for your kind words about WaitWell. It's good to know that customers appreciate the level of convenience that WaitWell provides.

Ryan B.

Marketing Manager

Mid-Market (51-1000 emp.)

12/14/2023

"Great people with a fantastic product."

5/5

What do you like best about WaitWell?

WaitWell is the most fully fleshed out waitlist available. Tons of useful reports allow us to make informed decisions on labor, employee productivity, and customer experience. The wonderful team there worked with us one-on-one to help make WaitWell work for our *very* specific needs. WaitWell's ability to handle our four waitlists for vastly different experiences and provide very accurate wait time estimates has improved our customer experience and allow our customers to make accurate decisions regarding what they want to do. Modern business practices, like having a well-documented API to make integrations, has spoiled me to frustration when I have to talk to other software partners we have who are just behind the times.

I love it, our employees love it, and the vast majority of our customers who use WaitWell every time they come to our location love it. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

I would really have to get nitpicky to get into things I dislike about WaitWell. I think there is some more room to allow for the customer-facing forms to be customized for our branding. That's about it. Review collected by and hosted on G2.com.

What problems is WaitWell solving and how is that benefiting you?

Accurately estimating wait times has eliminated customer complaints about our staff's total guesses at wait times. The virtual queues have allowed our guests to go do other things at our location, instead of waiting in line they're ordering food, drinks at the bar, playing arcade games, or participating in other attractions. This allows our guests to have more fun with us, and allow us to generate revenue when they would be busy waiting in line. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Thank you, Ryan, for the kind words. WaitWell really enjoys working with Langers to make their visitor experience even better by removing lineups. Your comment is very timely as we just released an update which allows for rich text in forms and waivers so you can collect information from your visitors in a way that matches the look and feel of your own brand.

Linda J.

Small-Business (50 or fewer emp.)

2/17/2024

"Optimizes efficiency"

4.5/5

What do you like best about WaitWell?

I love how it streamlines the queue, helping identifying client needs. Its an efficient system that helps those who have forward thinking and appreciate a queue that helps identify wait times. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Sometimes it is hard to assist elderly people, or those who are not tech savy. There is people who get frustrated when they delete themself from the queue by accident. Review collected by and hosted on G2.com.

What problems is WaitWell solving and how is that benefiting you?

Assists clients to always get the help they need. In an old-fashion line-up, frequently someone who needs a Corporate Service goes to a clerk who cannot provide that Service Level, this helps to identify what Certifications are required to assist a client, instead of them coming to the wrong counter and being sent back into the line. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Hello Linda - thanks for your comments about WaitWell. It's can be a challenge to support elderly people in using technology, but our experience is that as the world continues to integrate technology into more and more facets of our life, even the least tech savvy people are developing a certain level of proficiency. If you don't have a self-serve kiosk or a digital display that reads out the name and desk of the next customer, you may want to discuss adding this functionality. Your account manager would be happy to walk you through it.

Andreyez A.

Small-Business (50 or fewer emp.)

1/24/2024

"Our college advising office has loved the functionality of WaitWell!"

5/5

What do you like best about WaitWell?

The local ability to make location specific changes without needing to have our client managers involved. The staff has also been so helpful throughout our onboarding process. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

There have been slight hiccups with accessibility for our staff that the team has been aware of and are working on. For our staff that is fully blind, it isn't as easy to find work arounds without technical intervention. On a few occasions as well, we have received SMS errors that have been resolved fairly quickly. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Andreyez, thank you so much for sharing your feedback about WaitWell. We work hard to make sure that WaitWell is flexible enough to meet the needs of every university, regardless of how their departments are structured or how services are delivered. We are a service organization, which for us means delivering a product that optimizes service and also supporting our product with the best service possible.

Thank you also for your comments about accessibility and SMS errors. We continue to strive to ensure that WaitWell is as accessible as possible for all users. We thank you for all your feedback that helps our product development team to make improvements to the interface to support this priority.

Verified User in Logistics and Supply Chain

Mid-Market (51-1000 emp.)

2/1/2024

"A unique and flexible solution to improve the customer experience"

4.5/5

What do you like best about WaitWell?

The WaitWell team was up to challenge and ready to tailor a solution for us. They viewed our project as a great opportunity to expand their capability which created a positive collaboration focused on helping customers save significant time. We have managed to reduce customer wait times by hours in some cases and make a meaningful impact to our customers. Thank you WaitWell! Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

We haven't experienced any major downsides but of course there are always ways to improve. In our case, managing the queue required dedicated staff onsite which limits the hours each day we can leverage WaitWell. I would be curious to see what creative solutions the WaitWell team could propose to make the process more automated with limited intervention required to keep the process moving. Review collected by and hosted on G2.com.

What problems is WaitWell solving and how is that benefiting you?

We have customers that regularly have to wait hours onsite for our service. Using WaitWell has allowed customers to join the queue online during core hours of the day and only arriving onsite when they are near the front of the virtual queue. It saves our customers time and the frustration that comes with long wait times. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Thank you for your thoughtful comments about WaitWell. We are so happy to hear that you have achieved such impressive results with reducing customer wait times. We continue to evolve our platform and welcome the challenge to optimize the solution to automate lineups without dedicated staff onsite.

Nedal M.

Project Manager

Small-Business (50 or fewer emp.)

9/10/2024

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

"Adds convenience to your everyday life"

5/5

What do you like best about WaitWell?

On demand visibility on available timeslots for the services I rely on Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Do not see any negatives until this day. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Thank you, Nedal, for your thoughtful review of WaitWell. We are so glad that you find it useful.

Laurie S.

Small-Business (50 or fewer emp.)

2/6/2024

"Made out patients very happy."

5/5

What do you like best about WaitWell?

It reduces the wait times in our waiting room and avoids multiple patients showing up at once which creates a much less stressful environment for staff and patients alike. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

It can be difficult in our field for it to estimate proper times as we perform x-ray exams. One patient might take 5 minutes while one might take 20 minutes. It would be nice if we could manually add time to an exam knowing that it will take longer. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Hello Laurie. Thanks for your review. We are so happy to hear that WaitWell is reducing wait times in your waiting room. Thank you for your suggestion about manually adding time to a ticket to help with estimated wait times. I'll take it to our product team. Thanks for choosing WaitWell.

Nick H.

Enterprise (> 1000 emp.)

2/8/2024

"Great system and excellent team"

5/5

What do you like best about WaitWell?

Waitwell provides excellent support for their product, I never have a hard time getting in touch with our account manager and he provides results so much faster than I expect. In terms of the system itself, I like the customizability, the ease of use, and the reporting that generates automatically (the reporting especially is a huge timesaver). They have been very responsive to feature requests and we continually expand our usage of their service across the business. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Honestly I'm hard-pressed to come up with a downside. Review collected by and hosted on G2.com.

Response from Shannon Vander Meulen of WaitWell

edit

Hello Nick. Thanks for taking the time to provide this feedback. We are so glad to hear that the reporting is a time saver for you. We are inspired by our customers to continue evolving our product. I know you are in good hands with the AM assigned to your case, so please don't hesitate to reach out if you have more ideas for how to make WaitWell work even better to improve access to student services on your campus.

Verified User in Higher Education

Enterprise (> 1000 emp.)

12/15/2023

"Amazing and responsive customer service team, customizable platform, intuitive for clients to use"

5/5

What do you like best about WaitWell?

We love that the platform includes appointment booking and queuing all in one tool. We are using it at our higher ed institution across many faculties and service units, and students have given us great feedback on their experience. We love that the communication messages are so customizable.

Their Customer Support team is the best of any vendor I've ever worked with. When we have ideas for possible enhancements, the team listens and has implemented many of our suggestions. When I have questions while I'm setting up a new site, the Customer Support team responds within a few hours. A truly amazing team of staff. Review collected by and hosted on G2.com.

What do you dislike about WaitWell?

Occasionally we run into the odd bug/glitch. When reported, the team addresses them quickly. Review collected by and hosted on G2.com.