Comments by "Cottidae" (@CottidaeSEA) on "MrBeast Drama Got Worse.." video.

I used to work in support for a while. As you say, much easier to get things resolved in a call. I'd inform them that I'd send them an email with a summary of the conversation which they just had to confirm or correct. Since we aren't allowed to record calls however we please and it would also be inconvenient for regular support cases, this was the approach I went with. I could take 15 minutes to respond to a more complicated ticket or I could take 10 minutes in a call and spend 5 minutes on documentation and have the case solved then and there. I went for the call approach, even though I don't like talking on the phone.
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