WaitWell Unveils Next-Gen Platform to Make ‘Entire Service Experience Better’

WaitWell this week unveiled the next generation of its platform.

The Calgary-based service operations innovator targets government, healthcare, education, and retail organizations that want to reduce waiting times for customers.

Alongside established features such as queue management and appointment scheduling, WaitWell now offers enterprise-grade products for inventory management and point of sale, according to a statement from the firm, and has also expanded employee scheduling from tool to full product.

“We started by solving one of the most obvious problems in service: the line,” says company cofounder Shannon Vander Meulen, who serves WaitWell as Chief Marketing Officer.

“But along the way,” Vander Meulen says she “realized the line was never the whole problem.”

“Behind every customer interaction, there’s often another system, another screen, another piece of paperwork,” she says. “WaitWell brings every part of the service experience together in one platform.”

Instead of separate systems for appointments, lines, staff schedules, sales, stock, and customer records, WaitWell brings them all together around the customer, according to Vander Meulen.

Now, organizations can build a solution from more products, modules, and features.

Modules include Waillo Insights (an AI analyst), Waillo Chat (an AI website guide that helps visitors book appointments), online payments, locator maps, and visitor intake tools.

WaitWell’s proprietary Waillo tech functions as a routing and intelligence layer that helps customers reach the right human faster while giving organizations real-time insight into service operations.

“We started WaitWell because we believed there was a better way to deliver service,” stated Vander Meulen. “We’re not just here to make waiting easier; we’re here to make the entire service experience better.”

Founded in 2020, WaitWell has saved 14 million hours of waiting across 48 million customers, serving over 1,700 organizations including the Nevada Department of Motor Vehicles, Vancouver Coastal Health, SKIMS, and UC Berkeley.