Pretty good answer, honestly. I hope they don’t type like that all the time though.
I wouldn’t be surprised if it’s more effective for the CS to type that way in this setting.
Normally, I agree with you. I hate when people send lots of tiny messages instead of one long one. It is annoying, and constantly captures and diverts your attention. Big message is better because you can process it all in one go and it is less context switching.
But think about the scenario here. You’ve got a customer on the other end who themselves may have a very low attention span. They are in the middle of a customer service exchange, and this might not trigger a notification the same way a messaging app would, so the customer can’t really do other things during this chat, they have to just keep it open and watch and wait for the CS response.
In that circumstance I bet typing in lots of small messages makes your average customer feel like the CS is ‘fast’ and ‘responsive’ and gets them more favourably rated afterwards.
Yeah, watching the other person “typing” for too long gives me anxiety. Particularly if I already have that chat open and the conversation is ongoing.
Why
what’s wrong
with it?
It’s always heartwarming to see a cs rep pre-burnout. 🫀
As cs I was always trying to be nice to people and play along with jokes, even if I was dreading waking up every day.
It’s not their fault that we had unreasonably high targets and no support internally.
