Displaying the position in the queue for chat clients

More and more customers are using chat and companies are always looking for ways to improve their user experience. One way to do this is to offer your customers the ability to see their position in the chat queue.

Amazon Web Services (AWS) offers a new feature that allows customers to see where they are in the queue and how much time is left before they are answered. AWS’ « Position in Queue » feature allows contact center agents to see their customers in the queue and allows them to access their request faster.

Customers can see the number of customers ahead of them and the estimated time until they are answered, allowing them to plan their time freely. Businesses can use this feature to increase customer satisfaction, improve agent pickup and increase loyalty. In addition, this feature can also help companies better understand their customers and their requests.

Here is an article that details how to implement this feature.

https://aws.amazon.com/blogs/contact-center/displaying-position-in-queue-for-chat-customers/

Here is the result displayed in the chat window