Ehhh I don't know about this. As a (semi)senior programmer who still takes support calls, either because people call specifically for me or because I have to h

Ehhh I don't know about this. As a (semi)senior programmer who still takes support calls, either because people call specifically for me or because I have to handle the call, I can't express the value of speaking with end users and clients over the phone. It's just there. The value is just sitting there, like you're fishing. You just have to catch it and reel it in. If you're willing to work with the person on the other end and talk through the issue, you'll discover countless bits of information that will make your software or product better. Whether it's a workflow you didn't realize existed or a confusion caused by how you worded something or a random bug, the exchange can prove invaluable. You've got someone, most likely in the middle of their day, trying to use your thing, that you've created/sold, and their attention is focused solely on your thing. You have to take these opportunities and squeeze the most out of them! Look, I get that some protocols like training are lacking and not everyone has the knack for calming people down, but communicating over the phone or via email with customers yields valuable insights and gives you an amazing perspective. If I ever have my own company, every new employee will almost most certainly do a rotation in customer support.