This is so true. I too love to talk to users via smartsupp from time to time but just last time I was discussing meditation in Himalayas with a user after he as

This is so true. I too love to talk to users via smartsupp from time to time but just last time I was discussing meditation in Himalayas with a user after he asked where I was from. He was super a cool customer and really helped me improve the product too but you need to have a lot of patience and genuinely love talking to them with a mutual interest in them and then you can interview them to your hearts content. Also don't expect to get any dev done while you're doing this :)