If you have a customer service request or inquiry, it pays to be patient. StackSocial writes that helpdesk software will send users who submit inquiries too close together to the back of the line, which means both requests will take longer to be addressed.
Picture: Dell
Helpdesks are intuitive software that help support teams manage inquiries more effectively. When you submit an inquiry, it goes to the end of the queue of all pending customer inquiries. One of the best features of a helpdesk is it’s ability to group multiple inquiries from one user. The problem is, when a user submits a second inquiry, the helpdesk combines it with the previous inquiry and sends it to the back of the line. Granted this is a user experience flaw that needs to be fixed, that is the norm as of now. I highly suggest waiting 4-5 business days before sending additional inquiries. If you choose to send another inquiry, I suggest using an alternative email to avoid potentially losing your place “in line”.
That’s definitely a flaw, and perhaps not all helpdesk software has it. But spread out your messages, just in case, or, as the article suggests, send your next message from a different email account.
Best Customer Service: Tips from a former support representative [StackSocial]
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