Why Miles Goldstein Says Most Engineers Shouldn’t Talk to Customers

Some support leaders think the fastest way to resolve a technical customer issue is to put an engineer on the phone. Miles Goldstein has led global support teams at Okta, Marketo, and Amobee — and he’s seen why this can go wrong.“I wouldn’t put most engineers on a call with customers — they’re too black and white,” Miles says. Customers bring more than just a bug report. They bring urgency, emotion, and expectations that go far beyond the code.In this episode of Experience Matters, Miles joins Hiver’s CEO, Niraj, to share why engineers aren’t always the right fit for live customer calls and how to keep them deeply engaged with customer problems without creating friction.What you’ll learn: ✅ Why Miles won’t put most engineers on live calls — and what he does instead. ✅ How to connect recurring support patterns directly to product roadmaps. ✅ The key to building trust between support and engineering. ✅ Why scaling broken processes only makes failures faster.Miles’ advice will help you design systems that deliver the right answer the first time — and make customers feel like they never had to fight for it.#Hiver #CustomerService #CustomerSupport #EmailManagement #EmailCustomerSupport #CustomerFeedback #CustomerExperience #ExperienceMatters #CustomerServiceExcellence #TransformingCustomerService #GrowthEngine #CustomerRetention #BusinessStrategy #RevenueGrowth #Podcast #VoiceOfCustomer #CustomerSupport #CXLeadership #Hiver #ExperienceMatters

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