Definition
In live chat and customer service, a backlog refers to the accumulation of unresolved or unassigned support requests or chat conversations. These are inquiries that have not yet been addressed by an agent.
Why It Matters
A growing backlog can signal inefficiencies in your customer support workflow, such as understaffing or poor routing. Managing backlog ensures faster response times, better customer experiences, and less pressure on your support team.
Real-Life Use Cases
An eCommerce business experiences high traffic during sales periods, leading to a backlog of chat requests. By using chat routing and canned responses, the team reduces wait times and resolves more chats efficiently.
FAQs
Common causes include sudden spikes in website traffic, limited agent availability, or inefficient chat routing.
Use automation like chatbots for FAQs, implement agent routing, and monitor staffing levels during peak hours.
Yes, long response times can lead to poor user experiences and lower satisfaction scores. Managing backlog helps maintain consistent service quality.