3 ms·

I have worked support part time during my studies and I think it can be a good thing having developers do support but some developers do not have the "people" s

by msh 6y ago

I have worked support part time during my studies and I think it can be a good thing having developers do support but some developers do not have the "people" skills to do proper support but are still good developers who care about customer experience. Another options is to have them sit with customer support and listening to their phone calls with them. It might also be that while the developers might not be skilled enought in the problem domain to provide general support as many questions might be more general.

hn_throwaway_99 6y ago
For many companies that have moved to primarily a chat-based first-line support model (e.g Intercom, Help Scout), this can help a lot with this concern. Many engineers don't like talking on the phone but IMing with a customer in real time is fine.