Fully agreed. I'll go a bit further: Everyone, especially engineers and PMs, should once in a while actually reply to support emails. As CTO of my previous company, I still found time for large amounts of customer support, and so did one of my cofounders.

It's definitely important IMO for key people to be in contact with the userbase. Get a better look at what people are asking for, feel more directly responsible for both CS failures and successes, etc. And it overall increases the quality of support (rather than put people in CS who have no idea what's going on aside from the script they follow).

Key quote from the article:

> My experience with everyone reading support emails is, that everyone feel an increased responsibility and a sense of urgency to eliminate whatever emails hits your support inbox.

I am always sad when I see people who think doing customer support is beneath them. It's a red flag, IMO.