Great post Austin. I think you are right as a product manager, I receive a lot of “complaints” and a lot of misunderstanding from the support. They all come to us the same way with no severity in mind. Moreover it’s coming in the same way as sales, marketing and other services in the company highlight problems or new requirements.
You are right in your data mindset, but I prefer (personal opinion) the value and understand really the root of the problem. Sometimes we believe too much that our users are professional. And the same for our support.
In the product management team, we try more and more to listen and try to find the right root cause.
Thanks for sharing that post again :)