I suspect that the first email is often not actionable because the cardmember fails to include all of the required information. This introduces delay while the concierge staff waits for clarification.
Well, I am sure you are right that there are people who don’t provide sufficient information. Let’s just say I am a big fan of using async channels when I feel that it is appropriate for the task at hand.
And the concierge staff can of course handle other requests while they wait for a follow-up with more details. There are reports that it currently may take many days to get an email response, so that obviously isn’t acceptable and defeats the purpose of an asynchronous customer service channel.