In-Person Support
In-Person Service and Physical Store Management
The PA Platform from tatodesk is a complete platform for managing in-person service in physical stores, branches and service points. Developed to optimize the customer journey from arrival to service completion, the PA integrates flow control, personalization, security and data intelligence into a single solution.
Overview
In a physical service environment, offering an organized, agile and personalized experience is as important as in digital. The PA module transforms store management by digitizing and automating processes such as issuing tickets, calling on displays, triage, scheduling and evaluations. With it, companies gain operational efficiency, reduce waiting times and increase customer satisfaction, while maintaining full control over each stage of in-person service.
The platform allows configuration from priority rules for specific groups (elderly, pregnant people, people with ASD, etc.) to service pipelines with multiple phases, ensuring that each customer is directed correctly and that indicators like Average Waiting Time (AWT) and Average Service Time (AST) are continuously optimized.
How It Works
Customer Arrival Upon entering the store, the customer can register their presence in two ways:
Self-service kiosk: the customer selects the type of service and receives a ticket.
Scheduled Service: Through a specific feature embedded on the partner's website, app or conversational channels, the customer can schedule their visit to the branch, indicating their need and anticipating their issue, the necessary documentation, so that the physical presence in the store is reduced.
Classification and Prioritization The system automatically identifies priority categories (elderly, pregnant, etc.) based on provided data or integrations with registration systems. Those customers are placed ahead in the queue, respecting legislation and company policies.
Calling and Displays Tickets are called according to priority order and attendant availability. The calling is shown on customizable ticket displays, which can include digital media (videos, images, institutional messages) to entertain and inform customers while they wait.
Service Flow (Pipelines) Depending on the complexity of the service, the customer may go through multiple stages: triage, pre-service, main service, post-service. The system manages this flow, directing the customer to the next phase and recording the times of each stage.
Documentation and Requirements During the process, physical or digital documents may be required. The system allows configuring the requirement of each document according to the type of service, customer category or requested service. Digital documents can be sent in advance or at the time of service.
Completion and Evaluation At the end, the customer is invited to evaluate the service at kiosks or via a link sent by SMS/email. The responses feed satisfaction dashboards and help with continuous improvement.
Reports and Analytics All collected data — flow, times, evaluations, documents — are consolidated into management reports and interactive dashboards, allowing detailed analyses by unit, period, service type or attendant, as well as the real-time service feature so managers and supervisors can monitor store performance.
Advantages
Operational Efficiency: reduction of queues and optimization of waiting time with intelligent management of priorities and pipelines.
Enhanced Customer Experience: displays with digital media, intuitive kiosks and post-service evaluations create a more pleasant and transparent journey.
Legal Compliance: guarantee of priority for special groups, with recording and proof of compliance with regulations.
Security: emergency alarm for attendants and audio recording ensure protection in sensitive situations.
Data-Driven Decision Making: comprehensive dashboards provide insights into bottlenecks, team performance and customer satisfaction.
Flexibility and Customization: from the appearance of displays to service flows, everything can be adapted to the specific needs of each business.
Integration with conversational digital channels, allowing data to be shared and types of services that may not be compatible with in-person to be handled while the customer is still in the queue, as they wait for their service.
Main Features
Flow and Service Control
Ticket Issuance: generation of physical or virtual tickets, with personalized numbering and priority identification.
Display Calling: real-time display of called tickets, with support for multiple displays and service stations.
Call Pipelines: creation of phases (triage, service, post-service) to optimize flow and reduce AWT/AST.
Priority Management: automatic categorization by profile (elderly, pregnant, ASD, etc.) for queue positioning.
Personalization and Visual Experience
Display Customization: insertion of logos, videos, images and institutional messages on ticket displays.
Ticket and Kiosk Customization: adaptation of the interface and layouts to the company's visual identity.
Document Management
Digital Document Submission: upload of files by the customer or attendant, with secure storage.
Requirement of Physical Documents: configuration of document requirements by type of service or category.
Security and Compliance
Emergency Alarm: panic button triggered by the attendant in risky situations, immediately notifying security.
Audio Recording: audio recording of services for auditing, training and dispute resolution.
Scheduling and Time Grids
Appointment Management: creation of schedules for in-person services, with control of available times, blocks and timetables.
Scheduling Landing Page: customizable page for customers to book times online.
Service Grid: view of occupancy by attendant, service and period.
Alternative Times and Blocks: configuration of exceptions, holidays and scheduled breaks.
Virtual Room and Remote Service
Virtual Booths: integration between physical stores so attendants from one unit can serve customers from another via video or audio call, expanding service capacity.
Automation with Workflows
Automatic Actions: creation of workflows that trigger notifications, change service status, send documents or trigger alarms based on predefined rules.
Reports and Analytics
Management Dashboards: real-time monitoring of indicators such as average waiting time, average service time, volume by service and customer satisfaction.
Customizable Reports: export of detailed data for strategic analyses and audits.
Complete History: traceability of all actions performed within the store environment.
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