Stripe records user movements on its customers' websites

Slightly off topic, but does anyone else find customer support emails that start like this to be particularly ingratiating?

> Hi Michael,

> Thanks for getting in touch. Faith here from Stripe support.

> Jumping right in, ...

Are those first sentences really necessary? It’s not like the customer expected to have a conversation and you need to apologize for moving directly to the point of the email.

At some point I was taught that it’s best to put things like “hope you’re well” or “thanks for getting in touch” at the end of the email, because putting them at the beginning just makes whatever comes after seem extra disingenuous. Eg “Hope you’re well! Just wondering when you’re going to send the signed contract over.” Doesn’t really sound like you care about my well being, does it?Always better to get straight to the point.

Anyway, pedantic rant over. Now back to the regularly scheduled pedantic rants.

In a previous role all front line support were given instructions to add similar information at the start of conversations. Seemed silly until the data showed that customer satisfaction with the support team went up by something like 4% and agent retention went up closer to 10%. If there is an ongoing relationship, I can definitely see the pleasantries seeming fake but in a one time interaction I don't mind them.

Very interesting, especially the agent retention. I suppose feeling like less of a robot boosts morale.