On Thu, 04 Jan 2018 09:48:24 -0700, Michael Crapse said: > I've never dealt with a support queue that resolved the issue faster than a > direct contact.
Which would the user prefer - a guaranteed 15 minute response time from the queue, or 10 minute from a direct contact, unless it's an hour because they're in a meeting, or the next day because they're out sick, or 2 weeks because they're on vacation? Bonus points for recognizing there's a confirmation bias effect here - people will remember the 2 week response time more than they'll remember the 5 minutes faster the rest of the time. Hint: How many "I haven't heard back in a week" do we see here and on the mailop list, and how many "Congrats to so-n-so who fixed my problem in 5 minutes flat?"
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