I work partly supporting users. It's been very frustrating and this interesting post has helped me to put the finger on the reason. It only works when you have

I work partly supporting users. It's been very frustrating and this interesting post has helped me to put the finger on the reason. It only works when you have a path to not only listen but also improve the situation. If 10% of calls or emails are related to X and you can solve X, then you can reduce 10% of calls or emails. Otherwise is just fixing problems manually but not going to the root cause.