Doing Customer Support

For various reasons a number of us have started doing the customer support in work rather than just having it all done by the support staff. Its a hassle but what an excellent way to get to grips with whats going on at the customer end of the company. I have been doing it 4 days so far and already seen a wide array of things that could be improved to increase efficiency, support quality and of course, software quality. I don't intend to do it for ever, but I think from now on every few months I will do some.