Wells Fargo issued the following announcement on Sept. 18.
What:
Across the country, social distancing practices during the coronavirus pandemic limit the number of customers allowed into a branch at the same time, to protect the safety of our customers and employees. At some Wells Fargo branches, this may have led to customers waiting in line outside the branch. Intent on improving service for its customers, Wells Fargo Consumer and Small Business Banking developed an innovative digital waitlist solution to make it easier for customers to hold their place in line. See a video here.
When:
On Friday, Sept. 11, 2020, following a successful pilot of the new digital waitlist, the bank deployed the service to more than 400 branches, allowing customers to use a QR code and text messaging to secure their place in line.
Why:
Employees at the branches use the waitlist to manage the number of customers inside a branch for safe social distancing. Customers without a confirmed appointment can reserve a place in line with the digital waitlist. When it is the customer’s turn to meet with a teller or banker, employees use the system to send a text message to the customer’s mobile device. Customers can run errands or wait their turn from a comfortable place nearby.
Who:
The digital waitlist helps customers who need to meet face-to-face with a branch teller or banker for more complex transactions. Because the digital waitlist lets customers share the purpose for their visit, Wells Fargo branch employees can more efficiently direct customers to the employee best equipped to assist them once inside.
Where:
As of Sept. 15, the company expects the service will be available in more than 400 of our 5,300* Wells Fargo branches. Customers can also locate branches and make appointments via the branch locator at wellsfargo.com/locator.
*This does not reflect the branches temporarily closed at this time due to COVID-19 impacts.
Original source can be found here.
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