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I think theres a middle ground. There is clearly a lot of benefit for having the people building the app experiencing the pain of users using the app. I also th
by Areading314 4y ago
I think theres a middle ground. There is clearly a lot of benefit for having the people building the app experiencing the pain of users using the app. I also think that exposure is a great learning opportunity for engineers. But for certain types of businesses/apps its not scalable to have engineers handle every support call.
- chrsig 4y agoThe middle ground that I use, as an engineer, is to review customer communication on support tickets that get escalated to my team. Not every day or every issue, or any other regimented basis. But I do try to stay close to raw customer feedback. It can be useful to see what details gets lost between the customer and layers of support before it gets to an engineer.