Ever waited forever for a chat support rep on a system like ZenDesk to respond, only to get what feels like a copy-paste answer? You’re not alone — and it’s not the rep’s fault.
Did you know support agents often juggle 5–6 conversations at once? Not because they want to — but because it’s “efficient” on paper. The result? Burnout for them, frustration for us.
Imagine juggling 5-6 conversations at once with your customers, or colleagues or even friends and be expected to keep a track of everything, keep your cool and be pleasant/courteous.
Meanwhile, the majority of customer issues come from the same patterns:
- A button that doesn’t always appear
- A confusing workflow buried in the UI
- A bug that comes and goes like a ghost
If agents had the time to breathe, they could do more than just react — they could surface recurring issues, enrich FAQs, and collaborate with Product, UX, and Engineering to fix root causes — not just patch symptoms.
But here’s the catch: thoughtful process improvement doesn’t show up in next quarter’s earnings report. So companies keep pushing short-term efficiency at the cost of long-term trust, retention, and yes — sanity.
Imagine a system where:
✅ Chat limits are capped at 2–3 max
✅ Support insights flow directly into product roadmaps
✅ Common issues are auto-handled, freeing humans for real problems
It’s not just good service. It’s smart business.
Let’s build systems that respect both the user’s time and the agents’ brain.
#CustomerExperience #CX #SupportOps #SaaS #BusinessStrategy #UX #VoiceOfTheCustomer #ProductFeedback
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