Three different days i try to get a Live rep. Says wait 2 mins, but i wait 10 mins and no live rep connects. Who else experiences this?
1 Like
I’m a part of the development team for this feature. I’m sorry that you’ve experienced issues with wait times.
Speaking generally, it’s quite difficult to predict the length of time that someone will have to wait in line. I doubt that I’m the only one here who has gotten into a short line at a grocery store only for it to take far longer to check out than expected (item didnt scan properly, a product has a hole in the packaging, someone’s credit card isn’t working, etc, etc, etc).
From our end, we’re using fairly standard logic to try and share helpful information with a user, however if one or more Zazzle teammates are spending more time than expected with a member of our team then the wait may end up being longer than expected. I’ll mention this again with the team when we meet next.
2 Likes
@Scott could it be programmed to add 5+ minutes to the estimate it states? I’ve always lived by the idea of under promise and over deliver. I always did that when I was the host at a restaurant. Instead of people being mad at me for stating a shorter time, I was constantly getting, ‘wow that was so much faster, thank you’.
3 Likes
Thanks but the grocery store is different because you can see with your eyes what you are dealing with and what to anticipate. Now when you call a governmental agency or some other such very busy place on phone and they say, ‘Your wait time is 5 mins, or 10 mins,’ it is always very accurate. So when message says, “wait time is 2 mins” on zazzle you think ok 2 mins. After 10 mins when message still says “2 mins” you figure something is wrong here, no one is going to connect. So after 10 mins I gave up. I would say your wait time estimate needs to be programmed to be more accurate, or better yet, you need to hire more chat reps. i was pretty sure that the system was not workng and no rep was gong to connect. So i will try again soon and hopefully can make a connection.
1 Like
Better yet, program a fairly accurate wait time. Normally when you call someplace on the phone …say a government agency that is very busy, the wait time estimate is very accurate. If they say, “5 mins”, it’s 5 mins. If they say “20 min wait time”, you can expect to wait close to 20 mins. Here on zazzle: it’s keeps saying “2 mins” after 10-15 mins. That makes no sense. I did not think a live rep was going to connect at all. Thought the system was down. Will try again soon and hope to connect with a live agent.
2 Likes
Comparing a federally ran government agency to a private business is comparing apples to oranges. Do you know why those government agencies are “accurate in their wait times”? Its because they have quotas to fill or they are at risk of being fired. Is that something you want Zazzle to start doing I wonder?
3 Likes
No, you can’t always see what you are dealing with at the grocery store. For example, you get in line behind a woman with two small items, you think, “great, this will be fast,” then she pulls out a stack of welfare vouchers for baby formula and who knows what all else, which the cashier has to go get, and 20 minutes later you’re still standing there waiting for your turn.
1 Like
That’s a good idea!
Majority of private businesses do not have wait times to reach a live rep. That is why i used the example of a gov agency. But if there is going to be a wait time, let the estimate be accurate. Not stuck on “2 mins” for 20 minutes. And your comment about quotas is goofy. Bye now. You have not offered any thing substantial to this conversation.
Grocery shopping has nothing to do with the issue at hand so please stop parroting what you heard someone else say. Phone wait times can be programmed to be very accurate. This needs to be done, or more chat reps can be hired. Then problem is solved.
2 Likes