Support answers get the company's full context: the contract terms, the past incidents, the promises made in sales calls. And what support learns flows back, so spiking issues reach product without a meeting.
The classic failure Heidi kills: sales and support both touch the same customer in one week without knowing it. Heidi sees it first and tells both teams.
Ticket knowledge compounds instead of evaporating: the workaround discovered on Tuesday is findable forever, with its source.