Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
Disconnected tools can slow service and frustrate customers. The new Queues app in Microsoft Teams addresses this by routing and organizing incoming chats, helping teams respond faster and more effectively. Read the blog to see how the app enables better customer experiences and improves internal workflows. For tailored implementation guidance, contact Unlimited Partners, LLC today.
The Queues app is a Teams-native solution designed to help organizations manage customer engagements efficiently, starting with calls. It allows team members to make and receive customer calls directly within Teams, providing tailored experiences for users and leads. The app offers real-time statistics on call queue performance and enables members to opt-in or out of call queues based on their availability and business needs.
How does the Queues app enhance customer engagement?
The Queues app enhances customer engagement by facilitating collaborative call handling among team members. It allows users to quickly access relevant customer profile information from their CRM tools during calls, improving context and efficiency. Additionally, it provides essential call controls, such as call transfer, to expedite the process of reaching out for expert advice or handling escalations.
Who can manage call queues with the Queues app?
With the Queues app, authorized users, specifically leads, can manage their team, call queues, and auto attendants based on business needs. They have access to a comprehensive analytics dashboard for real-time and historical reporting, enabling faster decision-making and improvements in customer operations. This democratizes the management of call queues, which was previously limited to Teams administrators.
Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
published by Unlimited Partners, LLC
Unlimited Partners, LLC is a veteran-owned, minority-owned tech business based in Chicago. We deliver diversified IT solutions and services including network setup, home and office rewiring, cloud services, and VOIP services. As dealers for Direct TV and HughesNet, we also offer high-speed internet and satellite TV packages, ideal for home workers and businesses alike. With a customer-first approach, we guide through optimal IT systems and offer affordable deals to help businesses and individuals reach their goals efficiently.
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