Cost: We had arrived at 3 potential options at the end of our RFP. One big thing that stood out was how much less Waitwell was priced compared to bigger, more established companies.
Functionality: The single biggest benefit of Waitwell is that it does both queuing (unscheduled walkins) and appointment scheduling (ahead of time). Many companies will do one or the other but Waitwell does both extremely well. In addition, the system is incredibly configurable. We have used the system for even more than we realized we would.
Support: This might be their biggest strength overall. In my role, I have worked with countless companies and Waitwell is my top company for support throughout the entire process. They have accommodated numerous customization requests with no additional cost. The rep we have been assigned always responds to any email or text with 15 minutes and follow-ups to make sure we are satisfied. They are committed to their product and back it up with second to none support. Review collected by and hosted on G2.com.
i. They are a newer company so their product isn’t quite as polished as the bigger competitors.
ii. Their app can be confusing at times.
iii. There are a boat load of configuration options that need to be carefully reviewed at setup or else you run into problems. Review collected by and hosted on G2.com.
62 out of 63 Total Reviews for WaitWell
Overall Review Sentiment for WaitWell
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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 intergration 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.
I have to honestly say we havent encountoured 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.i only Review collected by and hosted on G2.com.
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.
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.
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.
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.
It helps organize our office with the amount of clients that come through our door Review collected by and hosted on G2.com.
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.
The reporting features of WaitWell are very informational.
We like the aspect of syncing 2 way calendars on WaitWell.
It is very easy and UI friendly.
Quick to setup and onboard teams and train them.
The account executives and support team were really helpful for onboarding. Review collected by and hosted on G2.com.
Pretty much nothing
Everything is awesome and best part, they take in customer request and often change their product accordingly. Review collected by and hosted on G2.com.
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.
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.
WaitWell is a few steps up than the previous application. It is easy to use and navigate throughout the application, and dispite few questions submitted to support, I was able to figure out the most of it. The implementation process was a brezz, and it was done in a month from configuration, training, to go live date. Customer service and support is the best. I can get answers in few minutes no matter what the question or the issue is. I use it in my organization everyday to support its needs. The text message feature and the preconfigured communications tha tgoes with it is awesome. The application have a lot of features that satisfied our needs. Review collected by and hosted on G2.com.
The applications needs some improvment in some ways. When configuring a holiday, it requireds to go through each queue to sert it up and believe it is hectic when you have a lot of queues. Another issue is when you have an event that takes few hours of the day, you have to disable and enable one queue at a time. I would like to see an option where you can veiw all queues in one window and select which queue to disable and for how long. Review collected by and hosted on G2.com.
The WaitWell system is very easy to use and allows our team to be able to service our customers quickly and efficiiently. The customer support is ourstanding, any questions or assistance is resolved in miminal time frame. Our customer service rep, Dave Campbell, is the best. He response immediately, discussing best solutions for our business, and assist and guides us on how to use the system at the maximum benefit to our team and customers. Best part, it only took a few days to setup with a training class and training resources to access in the system are detailed but concise and very easy to follow. Review collected by and hosted on G2.com.
Using the system for 6 months and have not had any major issues or compliants. Any obstacles we had, have been resolved within mintues to reaching out to our customer service rep. Review collected by and hosted on G2.com.
WaitWell is an extremly responsive and helpful software company that is crucial for implementing complex line management installations. They worked well with the nuances of of government client and provided top of the line, nearly around the clock, support. Not only were they flexible with the timeline, they provided all the help that we needed to customize and go live with the software. Beyond the support - the software is everything we needed as well! Smart enough to give valuable automations and calculations, but simple enough to get up and running with a breeze. Reccommend for a number of customers. Review collected by and hosted on G2.com.
Nothing really to dislike, the only reccomendation is to enhance the queue to be able to manipulate the priority manually. We love the 'priotize' option, but we want to be able to move customers to specific places in line at certain times. 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 effecient 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 Account 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.
