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.
No it’s not more effective. It’s lazy. I was a chat cs manager for years. All it does is look unprofessional, and the customer can interrupt what you’re saying before you finish.
This seems to be the end of the interaction, so it’s probably not a big deal unless they hit them with the “actually I have another question” out of nowhere.
Especially because I can type quite quickly. Though upon reflection, I only do this when I know it won’t do loads of different pings (One friend has their Facebook messages on silent, for example, so I use that for low priority, stream of thought messages )
(Apologies for replying to you via multiple messages. I hope you find it more humourous than annoying)
That was my hope, but also the joke was basically “hey, you know that thing that annoys you? Well I’m pretending to do it”, and whether that’s an assholish thing to do depends on whether the joke lands.
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.
No it’s not more effective. It’s lazy. I was a chat cs manager for years. All it does is look unprofessional, and the customer can interrupt what you’re saying before you finish.
This seems to be the end of the interaction, so it’s probably not a big deal unless they hit them with the “actually I have another question” out of nowhere.
In this chat, yes.
I agree that lots of smaller messages can be distracting, especially if it pings for each
But I find spacing out messages can help make online messages have a flow more like a regular conversation
Especially because I can type quite quickly. Though upon reflection, I only do this when I know it won’t do loads of different pings (One friend has their Facebook messages on silent, for example, so I use that for low priority, stream of thought messages )
(Apologies for replying to you via multiple messages. I hope you find it more humourous than annoying)
You only replied to yourself. That annoys no-one.
That was my hope, but also the joke was basically “hey, you know that thing that annoys you? Well I’m pretending to do it”, and whether that’s an assholish thing to do depends on whether the joke lands.