We need a better queue system on chat. We really need a number in the queue, representing your current position in the queue.
This ensures that the customer gets a better estimate of how long the wait is, and avoids being frustrated by “not knowing”.
It creats a lot of frustration for our customers and us when we have a lot of inquiries, but no automated numbered queue solution.
I hope this is already on its way, but could not find a poste about it, which surprises me to be honest. Should be a standard for a chat solution.
Queue system description:
Live chat queueing is a system that organizes customer inquiries or chats based on their arrival time. The system’s goal is to ensure that customers are served in the order they join the queue. When customers initiate a chat, they are placed in a virtual queue until an available agent becomes free to assist. Normally, you are given a number in the queue, which represents your current position in the queue.
Would be good with a time estimate as well for the customer, “Estimated time in que: 11 min”.
This based on past ticket response time ofc, and with the ability to reset it if needed.
This is because some times, tickets come inn before and after opening hours for some reason.
And if whatever causes this is not fixed, it would badly influence the estimated time.
Therefore the need for an option to reset it as well.
