How to create a better waiting experience when call queues fill up
Bird
Feb 5, 2020
Customer experience
1 min read
Key Takeaways
Long hold times damage customer satisfaction — offering call-back options creates a better waiting experience.
Flow Builder empowers teams to automate queue management without requiring heavy telecom engineering.
A smart flow can check queue status, offer call-back options, and auto-dial customers when agents are free.
Communication automation improves efficiency, agent utilization, and customer experience at once.
You can easily expand flows by connecting third-party tools and data sources for more complex logic.
This workflow is just one example — Flow Builder supports a wide range of cross-channel automations.
Q&A Highlights
Why not just keep customers on hold?
Because it’s one of the most frustrating customer experiences. Letting customers hang up and receive a call-back respects their time and improves satisfaction.
What’s needed to build a call-back flow like this?
Only Flow Builder — it allows you to set up the logic visually, check queue capacity, and trigger an automated return call.
Who can use this approach?
Any support or operations team. Flow Builder was designed for cross-functional teams, not just developers.
Can I connect Flow Builder with my CRM or data systems?
Yes. It supports integration with external data sources and third-party services so you can automate personalized responses.
What’s the main benefit for the business?
Reduced waiting frustration, faster resolution times, and happier customers — all achieved with automation instead of extra headcount.
This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue.
How to create a better waiting experience
This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue. Discover more ways to improve customer service efficiency by reading the full guide here.
There is no need to keep customers on hold while they wait
Why isn’t everyone creating a better waiting experience?
Even though the idea is quite simple, building more advanced communication flows has been limited to those with access to expensive telecommunications tooling who are willing to invest significant engineering time. This is why we built Flow Builder, a communication automation platforms which empowers cross-functional teams to collaborate on communication flows. It allows you to run logic, pull in data from external data sources and perform actions in third party services.
This is how you do it
In this how-to we are looking at a scenario where we have a call queue that has filled up, we want to offer the caller the option to hang up and be called back by the next available agent. Obviously, we will be looking to minimize the work for the rep by automating the communication flow.
What we are trying to achieve:
Catch the incoming call
Check queue status
Offer the option to call back
Place the call in an auto dialer
Incoming call
Check queue status
Offer the option to call back
Place the call in an auto dialer
Feel free to reach out!
Keep in mind, this is just a simple example of how it could work in the real world. We have seen people combine all sorts of data sources, third party services, and channels. Sky's the limit.
If you have a problem that could be optimized with communication automation we would love to talk to you. Feel free to reach out here and we can set up some time with a product expert to help you flesh out your ideas.
