Highly doubt this scales past 30 employees unless your customer base is really small. Customer service should really be summarizing concerns, and you should verify the concerns by looking at data to see if it's really a concern worth alleviating.
-As an eng I was frustrated by it because I felt it got in the way of "real work" (I don't know if this was right or wrong - it just felt frustrating at the time).
-As a manager, I was frustrated by it because my engineers were constantly disappearing for customer support rotations.
But then I watched one of my friends literally eliminate 400+ hours a month of customer support time (as well as the less measurable corresponding customer frustration) by writing a small tool in an hour only because he had that first person experience with the issue.
I had no prior experience with Salesforce when I first requested access. I'm no Salesforce Architect, but I have a great grasp on the internals of it now all because my boss had a little faith in me.