PushCall chat used in large campaign

This week the PushCall chat service was used in a campaign with a lot of traffic. On Monday, there were about 2.500 chat requests. At the peak, there was a request every 6 seconds!

I was a bit worried in advance, since our chat solution was not tested in practice on such a scale. Of course we did all sorts of stress tests ourselves, but you never now what you might face during an actual campaign.

The first day, the chat operators were not able to answer all chat requests, resulting in a queue that caused some delay in the active chat sessions. The second day, the number of chat operators was doubled and the chat performance was ok.

To support our customer, we managed to add some extra functionality to the chat solution, enabling online customers to check the FAQ's when the chat operators are overloaded or outside office hours.