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I agree the devs should not do full-on support - that's of course just waste of money. But, that's different from spending maybe two hours per quarter with the
by hansmayer 2y ago
I agree the devs should not do full-on support - that's of course just waste of money. But, that's different from spending maybe two hours per quarter with the customer support agents, just listening in on the calls - it can be quite revealing and sometimes there are issues one is not even aware. Plus hearing it from an actual human, does something to your sense of priority about such issues.
- jon-wood 2y agoOne company I worked for had very cyclical sales spikes, culminating in Christmas week each year. During that week everyone did operations, we had developers out in delivery vans carrying parts of the extra large orders to customer's houses, and at least one back in the office mostly handling calls from customers and suppliers. Without fail that week generated a stack of minor improvements that could be implemented in a matter of days in the new year, because we were out there using the software we wrote, and had the necessary knowledge of how it worked to spot places where we could save people cumulative days of work with a 30 minute patch.