Service Queue Notification Tool: Text Notifications That Make a Difference

Better Member Communication Starts with the Right Tools

Every credit union wants to provide great service—but that’s hard to do without fast, clear communication. Whether a member is in the lobby or just finished an appointment, they may need more than a friendly smile. They might need a follow-up, a document, or just a reminder of how to get in touch again.

That’s where Better Lobby helps.

We’ve built tools that make it easy for your staff to communicate with members before, during, and after their visit—without slowing down your team. From digital check-ins to appointment scheduling, our platform is all about improving the member journey, one step at a time.

But one of the most important steps often happens after the appointment ends: staying in touch.

Think about it:

  • A member finishes a fraud report and wants a copy of the contact number for follow-up.

  • Someone applies for a loan and needs a document emailed or texted to them.

  • A satisfied member is willing to fill out a quick survey, but they’re already heading out the door.

Wouldn’t it be helpful if your staff could send that information with a single click?

That’s exactly what our next feature does.

Up Next: The Service Queue Notification Tool

Next, we’ll introduce a powerful feature in Better Lobby: the Service Queue Notification Tool. It lets your team send helpful, prewritten text messages to members while they’re still in the queue—or right after service is complete.

Want to learn how credit unions are using it to send documents, surveys, and helpful links? Keep reading.

 

A women on a cell phone booking an appointment using the Better Lobby mobile booking tool. The Better Lobby software platform can help credit unions reduce wait times in their branches and locations.

Service Queue Notification Tool: Text Notifications That Make a Difference

At Better Lobby, we know that communication is key to providing great service. That’s why we created the Service Queue Notification Tool—a feature that allows credit union staff to easily send helpful, real-time text messages to members.

Whether you’re sharing important documents, sending a survey, or answering a member’s question, these notifications help credit unions stay connected and organized—without slowing down branch operations.

What Is the Service Queue Notification Tool?

The Service Queue Notification Tool allows staff to send prewritten text messages to members while they are waiting or after they’ve been served. These messages can include:

  • Documents

  • Contact information (like fraud reporting numbers or call center details)

  • Appointment reminders or follow-ups

  • Marketing surveys or thank-you messages

Messages are sent directly from Better Lobby and show up as text messages on the member’s phone.

Flexible Message Options

Not every credit union works the same way, so this tool was built to be flexible:

  • Locked Templates: Staff can send the message, but can’t change the wording. This ensures consistency and avoids errors.

  • Unlocked Templates: Staff can personalize or edit the message before sending.

  • Semi-Automatic: Some messages are set to send by default (with a checkbox). Staff can uncheck it if they don’t want it sent.

Easy for Admins to Manage

All message templates are created and managed by credit union admins in the Better Lobby system. That means you’re always in control of what messages are available and how they’re worded. You can update them anytime.

Real Uses from Credit Unions

Credit unions are already using the Service Queue Notification Tool in creative and helpful ways:

  • Sending documents to members who don’t want to print or carry paper

  • Sharing contact numbers for reporting fraud or account issues

  • Following up with members using links to surveys

  • Sending helpful links to mobile apps, login portals, or loan calculators

Why Use It?

  • Faster Communication: Get the right information to the right member—without making them wait.

  • Fewer Mistakes: Prewritten templates reduce errors or confusion.

  • Consistent Experience: Everyone receives the same professional communication.

  • Increased Engagement: Follow-ups and surveys help build stronger member relationships.

Key Takeaways about Service Queue Notification

  • The Service Queue Notification Tool sends helpful text messages to members during or after their visit.

  • Messages can be locked, unlocked, or semi-automatic, giving staff and admins control.

  • It’s great for sending documents, links, surveys, and contact info quickly and professionally.

  • Admins can create and update message templates anytime to keep communication clear and current.

This tool helps credit unions keep members informed while saving time and effort for staff.