Service work is messy, but it gives you close contact with what people actually need.
Find the pattern
If the same issue appears twice, it is worth writing down. If it appears five times, it is probably a product problem.
That is how a lot of the useful defaults get found: not in a planning doc, but in the annoying support thread that keeps coming back.
Change the default
The best fixes are not clever. They remove a step, pre-fill a better answer, or make the next customer less likely to need help.
Keep support close
When support gets separated from product, the product gets abstract. Keeping the loop tight is how small tools improve fast.