I am struggling hard to book Microsoft 365 as I need Powerpoint for a single occasion and get reminded on every corner why I switched to Google + Apple a long time back.
Waiting lists in chats? Seriously? I am not supposed to loose focus of the chat window? Holy cow.
I can imagine 100 ways to do it better apart from the fact that their are 100 better solutions which they could use without developing it themselves. It feels like a year 2000 solution.
Coming at this from the other side, it is incredibly frustrating and uneconomical as a customer support representative to have to deal with users who don't respond promptly on chat, of which there are a HUGE percentage.
As a result, most organisations have either automatically or manually implemented procedures to cancel a chat after a set period of inactivity.
This may just be a gentle nudge to try to avoid that.
I've got a suggestion for that - offer to send a text message simultaneously when the chat window is active. The thing is, we all switch tabs, move away from the computer, etc. We may even forget about it, if the wait is very long. But these days we generally keep our smartphone at our side even if we move into another room to do laundry, etc. Potentially even allow the chat to shift over from the computer browser to the phone browser, as well.
Waiting lists in chats? Seriously? I am not supposed to loose focus of the chat window? Holy cow.