[flamebreath447]

I’ve done this at my current company.

They ask us to join sales calls or support engineer calls and read the filed ticket before hand.

It is very useful to understand how a customer thinks and how they view features vs bugs.

Sometimes you can help them distinguish that something is working as intended (due to time constraints or scope creep).

The one part that I didn’t like is that some customers are just assholes, plain and simple. You will inevitably meet customers who say some obtuse things over an email as if it’s Facebook and there’s no accountability to their words. I’ve even heard it over video calls but much less frequent. After a few calls I asked to no longer do it because it made me lose empathy for the customers. Thank God for infrastructure work is all I can say.