You've ever done support calls?
You waste hours because the customer couldn't be bothered to read the manual. They'll ask you to be their IT staff if you let them.
You waste hours because the customer couldn't be bothered to read the manual. They'll ask you to be their IT staff if you let them.
Without fail that week generated a stack of minor improvements that could be implemented in a matter of days in the new year, because we were out there using the software we wrote, and had the necessary knowledge of how it worked to spot places where we could save people cumulative days of work with a 30 minute patch.
Even if devs aren't taking calls directly, there should be a product manager communicating this feedback to developers.
And the best documentation is useless if someone doesn't bother to use it.
Also, it's normally a few annoying customers that want to be hand held, rather than all customers having the same problem with the same issue.
What you've said here is exactly why the CTO should be on the support calls with the most problematic customers. They need to be the ones who shield the rest of hte company from letting this happen, and the only way to do that is to experience it first hand to see just how disruptive some clients are.