Prathmesh Todakar articles
Queue overflow management keeps customers happy during peak demand
As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. Realizing she forgot to add her food preferences, she immediately opened a chat on the airline portal.
Workstream fallback queues ensure no customer goes unattended
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again?