Talk to the Engineer

2 MIN READ

Support for Shopify apps usually runs through a customer service desk. You describe the problem to someone whose job is to categorise it, and it reaches a developer a day later with half the detail missing.

With Saal: Sales Agent it works a little differently: you write directly to the engineer responsible, the one who built the app, and the answer comes back from the same person.

What That Means In Practice

Bug reports reach the person who can reproduce them, with the codebase already in their head.
Feature requests are answered by the person who decides the roadmap, instead of being filed away.
No context is lost between your description of the problem and the fix.

Why Do I Do This?

I am convinced that engineers do their best work when they get customer feedback directly. It gives you a view of upcoming features and of the workflow problems people actually hit right now, and that view is very hard to reproduce once it has passed through several people.

Besides, in the vast majority of cases I genuinely like my customers, and a bit of variety alongside pure development work is a good thing!