Re:Sanding UI
by swiftcoder on Sunday September 22, 2024 @12:23PM
(#41618082)
In most companies customer support doesn't have any authority to retask engineers. Maybe if a customer reports a security issue, or a truly application-breaking bug. Otherwise all that customer feedback just gets rolled up into a slide deck once per quarter, and ignored
[ Parent
| on HN ]
Re:Sanding UI
by __MatrixMan__ on Sunday September 22, 2024 @12:51PM
(#41618234)
A neat quirk of having an open source saas product is that really it's customer support that's the product (after all, you can get the software for free). I think it makes for a higher percentage of tickets that are directly related to user experience--although there's still plenty of make-sales-happy type tickets too: gotta put a really shiny bezel around the open source thing.