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!
I started doing this ("picking up the phone") and you are 100% right in that in can work absolute wonders. Folks who have grown increasingly frustrated at a back-and-forth email exchange are just insanely delighted when I skip forward several rounds of mutual frustration and just unexpectedly call them.
"Hello, is this Marc? This is Trevor from Quail; email was taking too long, let's just figure this thing out together." is my go-to phrase, and I've lost count of how many customers I've converted from almost-churned into the best possible evangelists through the simple mantra of "just pick up the phone!"
