I think it also can clarify that she is seeing you, specifically you and not some random email response.

From a customer service perspective, back in my younger years, we were encouraged to use the caller's name as a way to try to build rapport or connection to them, to try and let them know/feel that we are there, with them, and we hear their concerns.

I think it is a style of communication similar to how parents use the "we don't do x" rather than saying "stop doing x".