This is a probe query to see if problem resolution is even possible. In a regular chat format, a sense of community. This could be an extremely appealing form of BI for high school and college students, but the social atmosphere also requires great speed and stamina of staff.
Initial queries tend to be more explicit, detailed.
Perhaps because patron is less obviously in position of supplication for help, queries tend to be less defensive or querulous. Depends upon whether they are of your user community or not. If it is your native patron, service may be viewed as a right. If outside of your established service area, most are grateful for any response at all, much less assistance. Repeat patrons are rare.