How do we increase customer engagement?

Start by giving customers a reason to stay engaged. Customers don’t want to wait for support to respond, but once support is available, they will become more engaged if they feel they are communicating with a knowledgeable representative. If a customer has to wait during peak traffic, then letting them know that they will get the right representative will give them a reason to wait a bit longer.

Nonetheless, you put your CX at stake when your customers have to wait for help. Even if you can make the wait worth their while, they still want an immediate response.