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    Of course you are right, but in smaller companies it often is not economically possible to hire a dedicated customer support person. In this case "Responding to negative app store reviews" and "Responding to overall user feedback & feature requests" will be part of the product owner's job while the other tasks will be done by developers. In such a scenario, the scrum master role will probably also be adopted by one of the developers. Commented Mar 23, 2018 at 12:46
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    @FrankPuffer I agree in general. In a 3 person company, everybody does everything. But if you actually have a dedicated development team, having those people do customer support is unwise even for financial reasons. CS agents are a completely other ballpark than a PO for example. You could hire 2-3 before it becomes financially viable to bother a PO or Dev. But that may vary based on location, as all job markets do. Commented Mar 23, 2018 at 15:30
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    Having any Scrum Team member perform multiple roles, though not prohibited, is an anti-pattern due to the reduced ability to Focus and supported by the inefficiency of context switching. Commented Mar 23, 2018 at 16:23
  • I recently read this article: medium.com/@djo/captain-train-customer-service-d86883b9b02a which kind of changed my mind. Everybody taking care of customer support benefits the full company. Commented Mar 26, 2018 at 9:03
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    @PMT the article specifies "Every employee — from developers and marketers, to the accountant and the CEO — spends one afternoon doing support every month" Commented Mar 26, 2018 at 14:47