Investigating Increasing Wait Times - Frequently asked questions
Explore common questions about analyzing rising wait times in Zendesk. Learn how to identify causes, interpret data, and improve customer service efficiency.
Frequently asked questions
How can I investigate increasing wait times in Zendesk Chat?
To investigate increasing wait times in Zendesk Chat, you can overlay wait time with Chat Reports. This allows you to identify any abnormal increases in wait time during specific periods. For instance, if you notice that the Wait Time (Served) on a…
What is the impact of high waiting times on customer satisfaction?
High waiting times can significantly impact customer satisfaction, turning happy customers into angry ones. When customers experience long response times, it can lead to frustration and dissatisfaction with the service. This is why it's crucial to…
How can Chat Reports help in managing wait times?
Chat Reports in Zendesk are a valuable tool for managing wait times. By overlaying wait time data with Chat Reports, you can identify patterns and anomalies in wait times. This helps in understanding when and why wait times increase, allowing you…
What should I do if I notice an abnormal increase in wait time?
If you notice an abnormal increase in wait time, it's important to investigate the cause promptly. Start by overlaying wait time data with Chat Reports to pinpoint the exact period when the increase occurred. Once identified, drill down into the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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