Help the customer narrow their legal issue or question
I notice that long, complex, overly emotional, and/or convoluted requests sit unanswered for hours and sometimes days. These requests need to be narrowed so that the the expert can quickly identify the issue and decide if they can answer. Attorney’s know that these type of request cannot be answered within the limited scope of the Q&A, and a phone call with this person is likely to drag on and on. Thus, the requests ending up sitting for hours or days. The customer is likely unhappy and it wastes the experts time.
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Anon commented
Agree far too any 1 Chapter long ramblings without a question to answer. The automatic system should be asked what is their question flat out so we know what to even be researching.
Also a time limit on questions, maybe 30 min of discussion; and the expert can mark the question closed. That is more than reasonable for the new pay scale. Customers come back a week later and want more and more time in the same question and that is unfair. We need a way to have those closed so tey don't keep popping back up. After a week or more, a new question is warranted.