topic Re: Live Chat: Why can't you just have a queueing system? in EE app and website

Live Chat: Why can't you just have a queueing system?

poejegg1 — Wed, 01 Mar 2023 13:41:44 GMT

Clearly a concious decision has been made not to enable a queue for live chat support. But you do have a queue on the phone, which is of course very disruptive to the customer compared to simply waiting on live chat. It also discriminates against anyone uncomfortable making phone calls to strangers.

So, why is there no queue system for live chat? Why is it just "Messaging is currently unavailable. We apologise for any inconvenience caused." Don't apologise, it's insincere. Resolve the situation.

Just to head off the predictable canned response, this isn't "feedback", or a "feature request". It's an inquiry into why you don't have a facility in place to queue for live chat.

Re: Live Chat: Why can't you just have a queueing system?

Katie_B — Fri, 03 Mar 2023 11:12:25 GMT

Hi @poejegg1.

We have a queue management system in place, but sometimes our chat teams aren't available at certain times or for certain queries.

Is there anything we could help with here on the community?

Speak soon,

Katie 🙂

Re: Live Chat: Why can't you just have a queueing system?

seanbrown23 — Thu, 16 Mar 2023 15:09:50 GMT

its all the time!!!!!!

Re: Live Chat: Why can't you just have a queueing system?

Leanne_T — Thu, 16 Mar 2023 15:47:18 GMT

Hi @seanbrown23

You can find ways to get in touch with us on the contact us page here.

Do you have a query we can help you with on the community?

Leanne 🙂