It is an almost universal fact that dealing with retail customers is something that is left to the lowest paid, lowest status workers and often outsourced and now increasingly left to LLM chatbots.

While you obviously can't have highly paid engineers tied up dealing with user support tickets, there is a lot to be said for at least some exposure to the coal face.

> While you obviously can't have highly paid engineers tied up dealing with user support tickets,

You obviously can, that's one of the more visceral way to make them aware of the pain they cause to real people with their work, which sticks better, or simply serves as a reminder there are humans on the other side. There are even examples of higher paid CEOs engaging, we can see some of that on social media