Messaging vs Chat
Our org used live chat for a while and experienced decent success. We then transitioned to a tiered support system where specific routing was needed, therefore messaging became the requirement.
Since being in messaging, we've experienced issue after issue relating to dropped chats. Clients speak with our agents and start explaining their needs, then the message will disconnect causing a terrible client experience.
The support we've received has consistently said it must be a browser issue on the clients' end. However, with how frequent this is, paired with them already being in the conversation, there has to be something else.
Has anyone else experienced something like this? Has anyone utilized routing with standard chat in any way?
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We experience many problems with dropped chats in Messaging as well. If the customer clicks the "back" button on their browser, they will see no further updates from the agent in the widget.
Zendesk Support confirmed they were able to reproduce this as of several months ago, but no word on when (or even if) they plan to fix it.
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Interesting. Whenever we have reached out, we've been told there is nothing that can be done and it must be a browser issue.
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