Comment by technological

While working as L2/L3 support for a enterprise product, i notice that people were not that mean/angry as they sound in the email (Maybe it was a wrong interpretation of mine) when you actually call them. Even though calling customer sounds like lot of time waste but many issues were resolved quickly over the phone rather than email/ticketing system. I really enjoyed talking with various customers and understand their use case and usually used to go beyond and above to help them.