Chris Del Grande - 3 years ago
Yes, absolutely. We need strong audio and visual notification options on the customer side (blinking task bar icon?). Too many customers get sidetracked and do not notice that agents are awaiting a response. The new optional Customer Time Out feature in Winter 16 doesnt address this particular side of the problem because it does nothing to get the customer's attention if the chat window is currently hidden behind another window, or if the customer is looking elsewhere.
Perhaps even an HTML5 desktop notification like we have on the Agent side.
Alejandra Zuniga-CEID - 3 years ago
We definitely need this feature built-in to Live Chat, no matter what the business is about. It should be a must as it drives customer satisfaction (at the moment the lack of it drives dissatisfaction) and more accurate resolution rates.
I would have thought this type of detail would be top of priorities for Salesforce team years ago. But it is never too late to implement it. :)