A brief UX Study

📅 May 2019

“I keep getting stuck with 2 chats that require extra time to get the resolution. So I keep jumping back and forth between them, feeling like I’m not really helping either one. When the incoming chats are slow, and I only take one chat at a time, my metrics are great. With 2 chat concurrency, my metrics tank. And then there are two upset people rather one happy person.”

The above excerpt easily describes the problem and the frustration a Customer Executive (CE) faces to manage his chat sessions. In this article I will briefly analyse the possible solutions which could help a user like above.

Use Cases for CE

1. Chatting- single, multiple users
2. Idle state (?)
3. Taking/Making a call
4. Chat Routing to other executives.
5. Using in team communication tool for asking queries etc
6. Merging of two or more chats
7. Maybe tagging the chats into categories.
8. Put a response timer based on the urgency of the chat.