Give a man a fish, and you feed him for a day. Teach a man to fish, and you feed him for a lifetime.ancient proverb
When a person finds a solution themselves (with help from support) they will often
Leading a person from point A to point B may accomplish the short-term goal of getting them a resolution although it does nothing at all to really provide a takeaway that is going to be beneficial in the long-term.
Making the efforts to help a person understand the concern they are having, in a language they can relate to and understand, will more likely give them a better viewpoint on possible future similar issues they may come across and allow them to help themselves more easily.
Obviously, from the aspect of providing customer support, you should still let the person know you are there to help them no matter the case although ultimately they will be helping themselves all the same.