Zendesk Talk - What position # am I in Queue?
I would love for Zendesk to offer queue position to callers. I am not interested in callers knowing the wait time as much as the queue position # as a way for callers to take the bait, so to speak, on the Call Back Feature. We have had about 55% callers use the call-back feature but believe this percentage could be even higher if the caller heard their queue position # since our organization often has 70-80 calls in queue at once. Any chance of this feature rolling out?
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+1
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+1
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Definitely +1
Kristen has a great use-case. Additionally, average wait time tends to be misleading. Psychologically speaking, it might make sense since your caller is hearing a lower time that they will probably wait. On the contrary, when they wait longer they are going to be upset when they reach an agent. In other system we experimented with this quite a bit and found that customers who heard their position in queue were less likely to be upset because there was a clear expectation of where they were in "line." -
Has there been any thought about adding this functionality? I hear my place in line a lot more frequently now than in the past. I would much rather hear my place in line than average wait time. There are too many things that can skew the wait time.
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I can most certainly add our support to this as well. In our case this is embarassingly bad, as the average wait time message is ONLY in english. You can't even adjust it to your own language as you can with the textback/callback messages.
We would however much prefer queue position to average wait time. Honestly, I cannot fathom that this has not been implemented yet. You already have the data on how many people are in queue, and we can define a max number for the queue, so why will you not offer queue position?
It makes me so incredibly sad to see, that this issue was raised a year ago and no response has been given to it.
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We have a lot of customers asking for this feature as well.
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+1
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Please add this Feature! It helps to make for a happier customer when they understand their call is making progress as they wait.
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Is this likely to be added to the product roadmap any time soon? Or is there reference to alternatives? The avg. wait time feature isn't very popular with our customers.
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+1
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