WaitWell Reviews & Product Details

Since my last review they have added more features such as consolidated messaging center as well as AI integration into their reporting portal. Both of these are high value adds that make for a more engaging experience with the software. They have also added a more robust access and roles page that is easier to use and navigate that allows for more specific access types. Review collected by and hosted on G2.com.

They still need to tighten up their configuration pages, they can get overwhelming when you are trying to change multiple settings all at once. However, their customer service really helps in this regard. Review collected by and hosted on G2.com.

I like that it makes it easy to manage both walk-in traffic and scheduled appointments, which has really helped us provide a smoother experience for students. The flexibility to use it for different types of appointments, like counselling sessions and midterm meetings with students and supervisors, has been especially valuable. I also like how easy it is to set availability, and students seem to have adapted well to the new system. Review collected by and hosted on G2.com.

One downside is that it doesn’t currently sync with my Microsoft calendar, which would make managing availability and avoiding conflicts much easier, but I know they are currently working on fixing that. There was also a bit of a learning curve at the beginning, and we ran into a few setup issues early on, although those have since been resolved. Review collected by and hosted on G2.com.

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

Ability to make custom messages, and add property maps for guidance was helpful for our students. Review collected by and hosted on G2.com.

I would say if WaitWell could have check-in automatically to meetings upon location detection of students that would be helpful. just a good to have. Review collected by and hosted on G2.com.

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.