Comment by dougmccune

Yes! This was a huge lesson I learned as well. You can spend days going back and forth over email with a customer trying to figure out wtf they're doing. They get irritated that you're not getting it, you get irritated that they're not explaining things right. All can be solved with a quick phone call or screen sharing. But younger folks new to support are often really hesitant to pick up the phone. Just pick up the phone!