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 Ikusasa Technology Solutions 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 Ikusasa Technology Solutions
Ikusasa Technology Solutions is a 100% black female-owned ICT training and solutions provider established in 2016. As a Microsoft partner, we specialize in delivering high-impact digital skills development to underserved communities, with a focus on youth employability and small business enablement. Our services include accredited training in Microsoft technologies, IT support, cloud computing, cybersecurity, and software development. With a national footprint and a proven track record of training over 4,500 learners through SETA and corporate-funded programs, we are committed to bridging the digital divide and driving inclusive economic growth across South Africa.
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