It appears that for Intercom Product and Intercom Support, the chat channel is treated more like an email service rather than a real-time interaction tool. Customers often receive an automated response with reply times exceeding 4 hours in most cases.
Recommendation:
Improved routing and handling of live interactions for service desks supporting real-time channels, such as chat and phone, would enhance the customer experience.
Current Challenge:
Technicians can be simultaneously assigned a live phone call and a live chat, leading to delays and capacity issues.
Proposed Solution:
Introduce the ability to set channel-specific limits instead of interaction-based limits. For example:
- Allow unlimited email assignments.
- Set maximum thresholds for live chats or phone calls to ensure bandwidth is managed effectively and real-time channels are prioritized.
