I'd argue that you're talking about customer service, not software development. That's a different topic, I agree customer service should be responsive and loc

I'd argue that you're talking about customer service, not software development. That's a different topic, I agree customer service should be responsive and local to customers. If you notified your bank of some technical issue. They would probably respond thanking you and telling you that they would look into it. I would be very surprised if they followed up with you to tell you when it was fixed (although, that would be great service) Edit: just to add, the software dev on site can review customer services logs asynchronously, he shouldn't need to be the one actually working the customer service queue