Chat Waiting Time - Queue for customers

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23 Comments

  • Joel Hellman
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    I agree that a chat queue counter is good enough, adding a time estimation is nice to have. 

    Have to say I'm very disappointed this is not in the product already. Combined with the fact the widget doesn't hide no matter how many people wait to be served and the fact that the initial queue count never updates. 

    When we have a high load of visitors, it's like waiting for Godot. As a customer you might be fine with waiting for quite a while - if you see progress!

    We'll try use a Chat Rescuer to display something like 'thanks for waiting, you're still on hold' repeatedly, but we'd love this feature sooner than later. 

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  • Martin DeKorte
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    Upvoting this to gain traction. This is a fundamental feature of any chat software from major companies. We need to get this implemented ASAP

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  • Ramin Shokrizadeh
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    Hi Dana,

    We are actually working on the real time queue counter now, hopefully will have something to share with you in about a month or so. 

    Thanks,

    Ramin

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  • Kundenbetreuung
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    @ Joel: I totally agree! This is a basic functionality in almost every live chat competitor tool out there. Zendesk Chat should really add that as soon as possible!

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  • Ramin Shokrizadeh
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    Hi Joel,

    Yup, it will all be end user facing on the Chat widget. I will post something here when we are ready to accept early adopters :D

    Thanks,

    Ramin

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  • Mateus Lima
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    Hi, Ramin

    It makes sense, however it should be my call... not yours. That's the main reason why features can be delivered as optional for once (and not mandatory - as your "banned visitors feature" for instance, which is giving us a lot of trouble).

    Also, one of our queues is very specific and much precise in AHT. So, this feature would certainly be a win-win for us.

    Finally, we just believe you should be prepare for different kind business.

    Thanks for the feedback.

     

    Regards,

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  • Joel Hellman
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    Super exciting news! Just to clarify because we are so looking forward to it, this would really be a customer/visitor-facing counter? We'd be interested in participating in any beta releases if you will use that for this feature.

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  • Mike Diogostine
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    Is the widget queue still live (2019) and where can I access these features?

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  • Ramin Shokrizadeh
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    Hi Mateus,

    Thanks for sharing your feedback. Although I agree with the queue message getting updated over time, I disagree with specifying a time amount because it sets false expectations and can frustrate the end user.

    Some other chat providers have this feature and customers have switched over to Zopim because they said their visitors would get upset when it would say (1min away) when ongoing chats took longer and it became over 10min wait time. 

    I see us updating the queue message so the placement number updates but we will probably won't update it with time estimation because it will be wrong more often than it is right.

    -Ramin

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  • Mateus Lima
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    Ok, thanks again.

     

    Regards,

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  • Dana Stasyk
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    I'd love to see a chat queue counter, we care less about the estimated wait time, but what's most important would be to see "There are x number of customers ahead of you" etc. As our in-app chat tool gets busier through Zendesk Chat this will become more critical.

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  • Nathan Petralia
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    Hi Ramin, great to hear you are working on this! Please include me as an early adopter. My company wants this feature as soon as it is available. Could you give an estimate as to when it is scheduled to be finished?

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  • Dana Stasyk
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    Please let me know too! Clio would like to be in the early adopters as well!

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  • Damien Ferris
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    Hi Ramin,

     

    Please include me as an early adopter also, this is something we are desperately in need of!

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  • Ramin Shokrizadeh
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    Hi folk,

    The widget queue improvements have gone live today: https://chat.zendesk.com/hc/en-us/articles/115013324988-Real-time-queue-updates-in-widget

    Let me know if you have any questions or feedback on the changes.

    Thanks,

    Ramin

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  • Joel Hellman
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    Amazing! We super happy about this. 

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  • Ramin Shokrizadeh
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    Hi Mike,

    The real time widget queue behaviour is still available in the Chat Widget, Web Widget, and Web SDK. It is currently not supported in Mobile SDK.

    There is no setting for it to be turned on or off in the widgets, it will appear automatically when there is a queue for the visitor.

    -Ramin

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  • Natalie
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    Hello Ramin, 

    I am unable to access the page https://support.zendesk.com/hc/en-us/articles/360022368673 when logging.

    Thank you

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  • Ramin Shokrizadeh
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    Hi Natalie,

    The post was an old announcement post that got archived. What about the real time queue functionality do you want to know?

    Thanks,

    Ramin

     

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  • Ramin Shokrizadeh
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    I just saw your open ticket with our support team. Your request to show actual waiting time instead of queue position is a feature request and is not possible today. From our experience, most wait time calculations are wrong and can set the wrong expectation with your customers.

    If we were to offer wait time (not in the 2019 roadmap), it would most likely be communicated in a range instead of a single number.

     

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  • Natalie
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    Hello, thank you very much for your reply!

    "If we were to offer wait time (not in the 2019 roadmap), it would most likely be communicated in a range instead of a single number."

    Therefore I wouldn't expect this would be out then this year correct? Or you have another way of showing this to our users at the moment?

    Thank you!

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  • Ramin Shokrizadeh
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    Correct, it isn't something we are working on addressing at this point in time. 

    The only workaround is to use the real time APIs to display the average wait time/max wait time outside of the widget or build custom logic with your own code to hide/show the widget based on the number returned from the real time APIs.

    You can get more information about those APIs here: https://developer.zendesk.com/rest_api/docs/chat/apis#chat-metrics

     

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  • Ramin Shokrizadeh
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    Thanks Mateus, we will think about it for future iterations but nothing planned for the next 6 months.

    -Ramin

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