Responding to your customers quickly has a direct impact on your customer experience. This is especially true in Customer Service and Support and often has an SLA or goal tied to response time. Thankfully we have some ways to help you hit your goals and deliver exceptional service to your customers.

In this doc we'll cover:

• Setting up Conversation Filters for Queue Time
• Strategies to Achieve Your Response Goals

Setting up Conversation Filters for Queue Time

1. Identify your response goals for your customers (in seconds)
2. In the Conversation View click the + next to "Create new section"
3. Give your section a name that references your time
4. Choose "Waiting to be routed to teammate", >, and the number of seconds
5. Click "Create" and you are off and running 

 

Strategies to Achieve Your Response Goals

After identifying your response goal define your Green, Yellow, and Red times you want to use to proactively monitor your queue

• • Green - a wait time below your response goal that is in a comfortable place
  • Yellow - a wait time that is nearing your response goal you should get too quickly
  • Red - a wait time past your response goal that needs to be handled right away
  • Example: Response goal of 60 seconds could have 30, 45 and 60 second measures

Train your managers and team to watch the queues and proactively grab chats in the yellow region before they breach. If they have breached and are in the red these should be prioritized.

Set up alerts for managers on the queue filters so they can stay on top even if they are not in Drift at that time. If they start getting alerts in the yellow section this is a call to jump into the Conversation View to manage the queue and get your team involved to support your customers.

Note: a chat can meet multiple criteria so it could fall in multiple filters.