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A Chat queue is a way of organizing incoming customer requests sent through chat, thus allowing contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service.
The following is an A good example of a chat queue is a sales chat queue.[]: A potential client visits your site. Assume that you have set up a chat queue within your site so potential clients can ask questions to your salespeople. If a potential client has questions about a service or product, they can ask in the chat. This increases the probability of keeping a prospect engaged in your site, and then your salespeople can provide all the information the client needs, thus gaining a new client.
A great benefit of chat queues is that you can collect user information such as email address, name, phone number, and the question asked before connecting the user to the sales agent. If the sales agent is not able to convert the prospect into a client during the chat session, the information collected can be saved as a lead, and the relationship established with the prospect can then be nurtured.
Interactive Chat Response (ICR)
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