I recently noticed a number of very brief support requests from customers. Some real examples:
“need my registration key”
“i have a problem”
“help my server radio”
"I like to know"
and so on…
Really, this is the whole message. There’s no “Hello”, no punctuation, question marks, capital letters, nothing else - just 3-4 words and that’s it. Note that requests like this come from different customers.
What is this? Is it some sort of “twitter-generation” where the fewer words, the better? Or maybe they are saving keystrokes for some reason?
My main question is, how should one handle messages like this? At first, we replied to them: find what services or products are registered for this email and somehow determine what the problem is and find a solution. But this is too much effort - we have multiple products, services and plans. I’m thinking to simply start closing tickets like this, my support staff agrees. This way we’ll save energy for our other customers.