There goes most support desk software and the best monitoring & training mechanism for support desk personnel. Without being able to import requester messages into a system, pass those messages between agents, keep a permanent, searchable log of all incoming messages and their responses, tying those individual conversations to customer accounts, etc. a lot of what support desk agents do via things like Zendesk, will not be possible.
Very good point! But I think this may be an example of a boundary
situation that wouldn't affect most users.
In this scenario, I don't think it would be unreasonable for a tech support agent to briefly explain why a message would need to be retained - and request that the sender
turn off any blocks on message retention. That's no different than "your call may be monitored" when doing it by phone.
You could also employ tit-for-tat (after briefly explaining why
message retention is so important) by saying that the ability to retain and use the message to provide better quality service, now, and in the future is a condition
of receiving tech support via e-mail. (Whether or not that's a genuinely valid argument I'll leave for another time. There's an awful lot of ingrained "we need to save everything" habits we're up against here. Just look at the NSA!) Doing it this way clearly defines and negotiates the "what" and "why" in an interaction. Something that is too often assumed
- or decided
people (from my experience) are quite reasonable when given good reasons. The key factor here is "good reasons" rather than the more common and rather obnoxious: "I'm sorry you feel that way
, but that's OUR
policy!" sort of response we receive far too often. (note: while "Because I said so!" may be an appropriate response to a petulant child, it's a demeaning and insulting thing to say to the average adult. One way to reduce childish behavior is to stop treating adults like they're children. And to also stop acting like children ourselves.)
This sort of courtesy and rapid negotiation
sides in control of how they want to handle their interaction. No different than how we do things F2F dozens of times a day. Why should e-mail or texting be any different? (note: This may also help reduce some of those Jekyl/Hyde behaviors some people display when communicating electronically.)
tit-for-tat. It's a wonderful thing. Add in courtesy
and we're setting the stage for a new Golden Age of e-communication.