The support executives can handle only a limited number of chats at a time and will be under pressure if more chats routed to them. And the response time will rapidly increase by attending all the chats at a time. So how to decrease the time of reply and limit the chats routed to each executive at a time?
SalesIQ has an exciting feature "User concurrent chat limit" which will route only the number of chats you set to receive at a time by your support executives.
Customers will always expect to receive a prompt reply or keep informed if you are busy than having received a late reply. Keeping the response time low will always get you a great customer satisfaction, which indeed increase the reputation of your company.
The User concurrent chat limit allows you to set the maximum number of simultaneous chats for a user at a particular time. On reaching the limit, the user status will be changed to engaged. And, the chats will be routed to the other available support executives. If all the support executives reached the maximum limit, then the chat widget will go offline until any one of the executives ends the existing chat conversation.
Let me explain you with an example:
I have five support executives to handle queries on my website. Due to heavy incoming chat flow, the quality of the chats went awful and the response time was very high.
The executives could not solve the queries quickly as they attend too many customers at the same time. Which lead to bad reviews, complaints, and dissatisfaction among the customers.
Then, I used the "user concurrent chat limit" option in SalesIQ to limit the chat each support executive receive at a time, and also planned to increase the count of the Support Executives.
My support executives can handle three chats at a time. So, I set the limit as 3 in the User Concurrent Chat Limit.
Now the support executive's status will change as engaged after receiving three chats. They will not receive any new chats till they end one of their existing conversation.
Once they end any current conversation, again their status will change as available and receive new chats.
If all support executives reach their chat limit, then the visitor will see the offline message until any one of the executives ends the existing conversation.
To get more feature updates and usage tips, please follow our
Announcements section in Forums.zoho.com.
Step 1 : Go to Zoho SalesIQ Forums. In Sub-forums section, click on the Announcements link.
Step 2 : The Announcement section appears, click on the Follow Announcements link.