[gravitronic]

Sounds like Square has generic customer service reps handling the incoming queue of service requests item by item.

Would it have a better result in terms of responsiveness if each new case was handled by a single CS rep until completed so that every response to an issue does not have to pass the entire queue before being dealt with?

Or would that increase net response time?

[sirclueless]

It's a well-known fact that CS requests have a really high abandonment rate. It saves a lot of money to hold off on answering requests for as long as possible, because it weeds out the non-urgent requests, and makes people loath to create more.

If every request takes at least 24 hours, then a sizeable segment of the population will give up trying unless something really big comes up. Responding quickly sends the wrong signal that CS reps are an effective way to solve issues and your volume will probably shoot way up.