Pros
A lot of times, developers like myself feel that we're interrupting our flow if we interact directly with customers; it can seem like we are leaving the important work to address urgent concerns. At Aha!, the priorities are re-centered: the most important thing we can do is to help our customers (product managers at many of the largest companies in the world) be awesome at their jobs. In a remote environment, there's plenty of time to go heads-down on impressive technical features, but at Aha! engineers spend one of every 5 or 6 weeks interacting directly with customers on the support rotation, solving their problems in near real-time. Initially, I thought I would hate that part of the job. I love it about as much as our customers do. We usually get a response like "Wow, I can't believe you made that change so fast" or "Without exception, you guys are the best! Your ability to make customers like me so dedicated to you is practically magical." We even have a slack channel to track quotes like this so we can measure the amount of joy and happiness that we bring into the world. We present on it at our bi-annual company meetings. In any other company, this would be a vanity metric that excuses a lack of revenue growth. But Aha! is wildly profitable and growing rapidly: in part because we take this extra measure to make sure our customers love what we do. And it's incredibly motivating to see the features that we work on actually being used by grateful product managers.
Cons
Nothing to add at this time