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I don’t necessarily think tiered support is the wrong way to go. But as someone developing a product, sometimes when you’re closer to your users you find that
by jonathanlydall 2y ago
I don’t necessarily think tiered support is the wrong way to go.
But as someone developing a product, sometimes when you’re closer to your users you find that many users get told to RTFM on a particular feature and maybe the actual problem is that the feature is unintuitive.
- magicalhippo 2y agoBut I get feedback from L1/L2 when some feature generates a lot of support requests, and I've many times sat down with support and even called up customers to improve such features. That said, I agree with the sentiment that as devs one shouldn't be far removed from customers. For example I do take time every now and then just looking at support working if they've got a customer showing an issue or similar. Or just hang around to hear what they complain about. This is of course much more difficult if support is in another building and not just down the hall.
- HL33tibCe7 2y agoThere are ways to deal with that without putting devs on the front line though.